Refund policy

<p>Last updated: {{ last_updated }}</p>

<p>Thank you for shopping at {{ shop_name }}. We want you and your pets to be happy with every order. Please review our return and refund policy below.</p>

<h2>Returns</h2>
<p>You have 30 calendar days from the date you received your item to request a return. To be eligible, your item must be unused, in the same condition that you received it, and in its original packaging.</p>

<p>To start a return, please contact us at {{ email }} with your order number and the reason for the return. We will provide instructions on how and where to send your package.</p>

<h2>Damaged, Defective, or Incorrect Items</h2>
<p>If you receive an item that is damaged, defective, or not what you ordered, please contact us at {{ email }} within 7 days of delivery with your order number and a photo of the item. We will arrange a replacement or refund at no additional cost to you.</p>

<h2>Refunds</h2>
<p>Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original method of payment within 5-10 business days. Please note that your bank or credit card provider may take additional time to post the refund to your account.</p>

<h2>Non-Returnable Items</h2>
<p>Certain items cannot be returned, including personalized or custom-engraved products (such as engraved pet ID tags or collars), items marked as final sale, and gift cards.</p>

<h2>Shipping Costs for Returns</h2>
<p>Unless the return is due to our error (damaged, defective, or incorrect item), the customer is responsible for return shipping costs. Original shipping charges are non-refundable.</p>

<h2>Exchanges</h2>
<p>The fastest way to get the item you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.</p>

<h2>Contact Us</h2>
<p>If you have any questions about our Refund Policy, please contact us at {{ email }}.</p>