Return Policy- Products Returns EXCEPT Walkin' Wheels Dog Wheelchairs
We want to make your shopping experience excellent and, with the exception of the Walkin' Wheels dog wheelchair (which has some special conditions described below in the section marked Walkin' Wheels Warranty Return Policy), are glad to give full credit for products returned that are in like new, resell-able condition. Obviously, you would not pay full price for an item with dog hair on it. We will offer you a full refund under these conditions:
Full Refund - Like New - To Qualify for a full refund, try garments on your pet over a tee shirt. Try boots on over a sock. Products that qualify for a full refund are ones that were tried on once, over a sock or tee shirt, didn't fit, were repackaged and returned in 14 days.
There is no hair, fur, dirt, soil, or smell on the product.
The product is in its original packaging, folded as delivered. If you carefully removed staples to open the package, DO NOT re-staple it. We will take care of that.
Partial Refund - Cleanable. The product was tried on once, but a tee shirt or sock was not used and there are a few hairs on it. If we feel that we can restore the product to "new" by cleaning it, you will be charged a 20%-50% restocking charge depending on the amount of cleaning & repacking necessary.
Partial Refund - Discountable. The product was tried on once and was slightly soiled or scratched. It is still in good condition, but is no longer new. If your return cannot be brought to 'new condition' we will offer you a refund and re-sell the product as used at a discount. The refund is usually between 25% and 75%.
No Refund - If the product has been used, soiled, our staff feels it's just too gross to clean, or is otherwise not resellable, we will consider donating the product to a shelter. If you specify, we will donate the product in your pet's name. Items ordered from other companies through HandicappedPets.com (Carts, Ramps, Steps, etc.) are warrantied through the manufacturer and cannot be returned to HandicappedPets.com.
Your Options - If you send a product back to us, you may specify that the product be returned to you if a refund is not available. You will be asked to pay shipping. If you decide to refuse the package we will need to charge you for the return shipping.
Items to be returned to manufacturer - Ramps, Custom Carts, Steps, and selected other items need to be returned directly to the manufacturer. Call us if you're not sure. If these items are accidentally returned to us, you will be charged shipping to the manufacturer or back to you.
Items with 15% Restocking Fee - All Pet Beds, Disposable Pet Diapers (Case Only), All Auto & Suv Seat Covers
Items that cannot be returned - Bottoms Up Leash (Rear End Support Leash) & Diapers (including Mr.Peepers Wraps & Fancy Pants) and any item that has been soiled cannot be returned.
REFUSED DELIVERY: Please do not refuse delivery as we do get charged for this. If you refuse delivery, you will be charged a 10% restocking fee, plus the shipping charges for the return of your product.
DISPUTES: Charge-backs from the Credit Card Company.
A Charge-back is when you contact your credit card company or payment processor and dispute a charge we have made to your card. Charge-backs are expensive for us to research and process and ALWAYS UNNECESSARY. At Handicappedpets.com, we will ALWAYS work with you to resolve any issue.
You agree, as part of these terms and conditions, that in the event you wish to file a dispute:
1) to contact us and allow us to resolve the issue. If representatives are unavailable, you agree to leave a message referring to a "disputed charge" or email
2) to give us up to 2 working days to return your call or message, although typically we will respond immediately. If you are not available we will leave a message or email you.
3) To give us up to 3 working days after we have spoken with you and you have explained the dispute to us, and provided any documentation we need to validate your dispute.
You further agree that if you file a dispute with your credit card company or payment processor before completing this process, you will pay 25% of the purchase price of the product, including shipping, to cover the time and resources we need to process your claim with the credit card company and that you will pay the fee regardless of the outcome of the investigation.
If, after speaking with you, we cannot resolve the issue to your satisfaction and you do institute a charge-back, you agree to pay the 25% processing fee if the credit card company does not rule in your favor.