General Terms:
Puppy Joy Store reserves the right to update the rules when necessary, and the updated version will be published on www.puppyjoystore.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided. Returns and refund requests must be filed within 25 days of the delivery date unless a different period is specified for certain suppliers. After this period, the retailer may refuse after-sales service.
Before an order is shipped out, the buyer has the right to request a refund by clicking the "request refund" button or contacting Puppy Joy Store. Please note that some retailer policies do not accept order cancellations before the order is shipped out. Puppy Joy Store should agree or reject the cancellation request within 3 business days.
If the buyer receives damaged or broken goods and applies for a refund with compelling evidence, and the goods need to be returned, Puppy Joy Store has the responsibility to offer the buyer a prepaid return label within 3 business days to return damaged/broken goods. The retailer should refund the buyer when the return shows as in transit. Buyers must ensure goods are returned within 15 calendar days of receiving a return label; failure to do so may result in withholding of the refund.
Under Various Circumstances:
1. Refund Request Timing
The buyer has the right to apply for a full refund for the order that was not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page).
For Unshipped Orders: The Return & Refund request is made after the stated processing time (3 business days); Puppy Joy Store will refund the order
For Unshipped Orders: The Return & Refund request is made within the stated processing time. (3 business days); Puppy Joy Store has 3 business days to process the request after the buyer submits it. If the retailer fails to process (accept or reject) the refund request within 3 business days, Puppy Joy Store will refund the order.
Although the order is still within the stated processing time, any refund request needs to be processed within the time listed above
For Shipped Orders: The Return & Refund request is made after the order has been shipped, then Puppy Joy Store has 10 business days to process the request after the buyer submits it. If the retailer fails to process (accept or reject) the refund request within 10 business days, Puppy Joy Store will refund the order.
2. Goods Returned in Transit
If the package is sent back during transit for any reason, and the buyer applies for a refund, Puppy Joy Store should refund within 3 business days of the refund request. Under the same cases, if the buyer requests redelivery, Puppy Joy Store should begin redelivery within 5 business days of the request date
3. Goods Destroyed in Transit
If the package/goods are destroyed in transit, and the buyer has proof from the logistics website, such as but not limited to a screenshot from the logistics website that the order was destroyed, Puppy Joy Store should refund the order within 3 business days of the buyer's refund request, or redelivery within 5 business days of the request
4. Wrong Receipt Information
If the buyer puts the wrong receipt information on an order, the buyer should contact Puppy Joy Store to request that the retailer update the order with the correct receipt information.
Please note that the receipt information correction or order cancellation is not guaranteed. If the order has already shipped out, it is the buyer's responsibility to contact the logistics company with the correct information. If the goods have been delivered to the wrong recipient, the buyer can attempt to send back the products at his/her own expense. If the goods are returned in good condition, Puppy Joy Store shall refund the order within 3 business days of receiving the goods, upon the buyer’s refund request, or begin redelivery within 5 business days of receiving the goods.
Please note that the buyer will additionally be responsible for the redelivery fee. If the order cannot be corrected or returned, the buyer will bear the losses.
5. Defective Products (package breakage/significantly not as described/missing or wrong goods/quality problems)
If the buyer detects any problem upon receipt (damaged package/significantly not as described/missing or wrong goods, or other quality problems), the buyer should provide a refund or redelivery request with valid proof (photos/videos of goods received that show the problem clearly). After the buyer files a request, Puppy Joy Store should check the proof and give a response within 3 business days.
If the proof checked by the retailer does not show the problem clearly, the proof is invalid, then the retailer has the right to reject the buyer's refund request. If the buyer's proof shows a problem clearly after being checked by the retailer, the proof checking time shall not more than 3 business days, and if the goods need to be returned to get a refund, Puppy Joy Store should provide the buyer with a prepaid return label within 3 business days of proof approval, and refund the order when the return shows in transit on the logistics website searched by tracking number buyer uploaded within 3 business days. If the goods don't need to be returned, Puppy Joy Store should refund the order within 3 business days of the refund request. If proof is valid, and the buyer requests redelivery, Puppy Joy Store should redeliver within 5 business days of proof approval.
