Refund and Return Policy

I. Our Commitment to Your Satisfaction

At Do&Ca Pet LLC, your satisfaction and your pet’s well-being are our highest priorities. We take immense pride in the quality, design, and performance of every product we sell—from our precision-engineered Dog Shears and Cat Shears to our gentle, effective Dog Shampoos & Conditioners and innovative Dog Buttercombs. We are confident that you and your pet will love your purchase. However, we also recognize that sometimes a product may not be the perfect fit, or an issue may arise despite our rigorous quality controls. That’s why we have established a clear, fair, and customer-centric Refund and Return Policy.

This policy is designed to provide you with peace of mind, outlining your rights and our procedures in a transparent and straightforward manner. Our goal is to make any necessary return or exchange as simple and hassle-free as possible. We stand behind our products with integrity and are committed to resolving any concerns you may have promptly and professionally. This document details the conditions, timelines, and processes for returns, exchanges, and refunds. By purchasing from docapet.shop, you agree to the terms outlined herein. We encourage you to read this policy carefully and contact our dedicated support team at bangmai88@gmail.com with any questions before initiating a return.

II. General Policy Overview & Eligibility

Core Principle: We accept returns and provide refunds for items that are returned in their original, unused, unopened, and resalable condition, with all original packaging, tags, and accessories included, within 30 calendar days from the date you received the shipment.

Key Eligibility Criteria:

  • Timeframe: The return request must be initiated within 30 days of the delivery date confirmed by the carrier.

  • Condition: Items must be in new, resalable condition. They must not show signs of use, wear, washing, or damage. All original product packaging (e.g., bottles, blister packs, tool cases) must be intact and included.

  • Proof of Purchase: A valid order number from Do&Ca Pet LLC is required for all returns and exchanges.

  • Non-Returnable Items: For health, safety, and hygiene reasons, the following categories are FINAL SALE and cannot be returned or refunded once the original seal is broken or the product is used:

    • Opened or Used Grooming Consumables: This includes any Dog Shampoos & Conditioners, Cat Shampoos & Conditioners, sprays, or colognes where the safety seal has been broken or any amount of product has been used.

    • Personal Care Items: Any product that has come into direct contact with an animal for hygiene reasons cannot be returned (e.g., used brushes, combs, shears that have cut hair, used nail clippers).

    • Clearance or Final Sale Items: Any product explicitly marked as “Final Sale,” “Clearance,” or “As-Is” at the time of purchase.

Important Notes:

  • Return shipping costs are generally the responsibility of the customer, unless the return is due to our error (e.g., we shipped the wrong item) or a confirmed defective product (see Section V).

  • Refunds will be issued to the original payment method used for the purchase.

  • We reserve the right to refuse a return or charge a restocking fee if an item is returned used, damaged, or without all original components.

III. Step-by-Step Return Process

To ensure your return is processed quickly and accurately, please follow these steps precisely. Do not ship items back to us without first obtaining a Return Merchandise Authorization (RMA) number.

Step 1: Initiate Your Return Request (Within 30 Days of Delivery)
Contact our Returns Department to start the process. You can do this by:

  • Email (Preferred): Send an email to bangmai88@gmail.com.

  • Online Form: Use the “Returns & Refunds” category on our website’s Contact Us page at docapet.shop.

In your request, you must provide:

  • Your full name.

  • Your order number (e.g., DOCA-12345).

  • The product(s) you wish to return.

  • The reason for the return (e.g., “Wrong size,” “Changed mind,” “Product defective” – please be specific).

  • Whether you prefer a refund or an exchange (if applicable).

Step 2: Receive Your RMA Number & Instructions
Within 1-2 business days, our returns team will review your request. If eligible, we will email you a Return Merchandise Authorization (RMA) number and detailed instructions, including the return shipping address. This RMA number must be clearly written on the outside of your return package. Returns received without an RMA number may be significantly delayed or refused.

Step 3: Package the Item Securely

  • Repackage the item in its original, undamaged manufacturer’s packaging. Include all accessories, manuals, and tags.

  • Place the original packaging inside a durable shipping box with sufficient padding (bubble wrap, packing paper) to prevent damage in transit.

  • Do not write directly on the product’s original box. Write the RMA number on the outer shipping box.

  • We recommend using a trackable and insured shipping service. Do&Ca Pet LLC is not responsible for return packages lost or damaged in transit.

Step 4: Ship the Package & Retain Proof

  • Ship your package to the address provided in your RMA instructions. This is often a dedicated returns facility and may differ from our corporate address.

  • Crucially, obtain and keep your proof of postage/shipping receipt with tracking information. You may need this for reference.

Step 5: Our Inspection & Processing

  • Upon receipt at our returns center, our team will inspect the returned item(s) to verify they meet our return condition criteria.

  • This inspection process typically takes 3-5 business days after the package is received.

Step 6: Completion of Refund or Exchange

  • For Refunds: Once the return is approved, we will process your refund to the original payment method. See Section IV for detailed refund timelines.

  • For Exchanges: If the requested exchange item is in stock, we will ship it to you as soon as the return is approved. You will receive a new order confirmation and tracking information. If the exchange item is of higher value, you will be invoiced for the difference. If it is of lower value, a refund for the difference will be issued.

IV. Refund Details: Methods, Timelines, and Deductions

Refund Method:
All refunds are issued to the original payment method used for the purchase. We cannot issue refunds to a different credit card or via alternative methods like bank transfer or cash, unless under exceptional circumstances and at our sole discretion.

Refund Timeline:
Please allow for the following stages in the refund process. All timelines begin after we have received and approved your return.

  1. Processing Time: 3-5 business days for our internal processing and issuance of the refund transaction.

  2. Bank/Card Issuer Posting Time: 5-10 additional business days for the refund to appear on your account statement. This timeframe is controlled by your financial institution’s policies and can vary. Credit card refunds often post faster than debit card refunds.

*Example: If we receive and approve your return on a Monday, we process the refund by Friday. You should then see the credit in your account within 5-10 business days from that Friday.*

Potential Deductions:

  • Return Shipping Costs: Unless the return is due to our error, you are responsible for the cost of shipping the item back to us. This amount will not be refunded.

  • Original Shipping Costs: The cost of original shipping to you is non-refundable for returns based on change of mind or ordering error.

  • Restocking Fee: A restocking fee of up to 15% may be deducted from your refund if the item is returned in a condition that requires significant repackaging, cleaning, or is not in resalable condition (but we have chosen to accept it). We will communicate this clearly before deducting any fee.

  • International Duties & Taxes: We cannot refund any import duties, taxes, or customs fees you may have paid upon receipt of your original order. You may need to contact your local customs authority to inquire about a refund on those charges.

V. Defective, Damaged, or Incorrect Items

We apologize sincerely if you receive an item that is defective, damaged during shipping, or not what you ordered. In these cases, we will cover all costs to make it right.

What Qualifies:

  • Manufacturing Defect: A product flaw present upon receipt (e.g., Dog Shears that do not cut properly, a leaky shampoo bottle seal, a Dog Brush with broken bristles).

  • Shipping Damage: Item damaged in transit, evident from the outer box or product packaging.

  • Incorrect Item Shipped: You received a different product than what is listed on your order confirmation.

Immediate Action Required:

  1. Contact Us Within 7 Days: Notify us at bangmai88@gmail.com within 7 calendar days of delivery. Provide your order number, a description of the issue, and clear photographs or a video showing:

    • The damaged/defective product.

    • All sides of the original shipping box (if damage is suspected).

    • The product’s packaging and labels.

  2. Do Not Dispose of Anything: Keep the item, all packaging, and any damaged materials until our team provides instructions.

Our Resolution Process:

  • We will review your evidence and promptly determine the best solution: a replacement shipped at our expense, a store credit, or a full refund including original shipping costs.

  • We will provide a prepaid return shipping label for you to send the defective/incorrect item back to us, if required. In some cases, we may not require the item’s return.

  • For replacements, we will ship the correct or new item as soon as possible, often before we receive the returned item.

VI. Exchanges

We are happy to facilitate exchanges for a different size, color, or product of equal or greater value.

Process:

  • Follow the standard return process (Section III) but clearly state in your initial request that you desire an exchange and specify the exact item you wish to receive instead.

  • If the new item costs more, you will be invoiced for the difference plus any applicable additional shipping.

  • If the new item costs less, you will be refunded the difference after the exchange is processed.

  • Exchanges are subject to the availability of the requested item. If it is out of stock, we will contact you to discuss alternatives or a refund.

VII. Cancellations & Modifications Before Shipment

Order Cancellation:
If you wish to cancel your order, you must contact us immediately at bangmai88@gmail.com. If your order has not yet entered the packing/shipping phase, we will cancel it and issue a full refund. If it has already shipped, you must follow the standard return process upon receipt.

Shipping Address Modification:
Contact us as soon as possible at bangmai88@gmail.com with your order number. If the order has not shipped, we will update the address. If it has shipped, we cannot modify the delivery address, and you may need to work with the carrier (if possible) or return the item upon receipt.

VIII. International Returns

Customers returning items from outside the United States must comply with all aspects of this policy, with the following additional considerations:

  • Customs Declarations: You are responsible for completing any customs forms and must declare the package as a “RETURN OF GOODS” with a low or zero declared value to avoid incurring additional import duties/taxes. Marking it as a “gift” or with the original value may cause customs fees for us, which will be deducted from your refund.

  • Return Shipping Costs: International return shipping is the customer’s responsibility and can be costly. We recommend using an insured, trackable service.

  • Refund Amounts: Refunds for international returns will be for the product cost only. Original international shipping costs, import duties, and taxes are non-refundable by Do&Ca Pet LLC.

  • Processing Time: International returns take longer to reach us and clear customs. Please factor in extra weeks for the entire process.

IX. Store Credit & Warranty Claims

  • Store Credit: In some situations, we may offer store credit in lieu of a refund to your payment method. This credit will be issued as a unique code to your email and can be used for future purchases on docapet.shop. Store credit does not expire.

  • Warranty Claims: Many of our tools, like professional shears, come with a manufacturer’s warranty against defects in materials and workmanship. Warranty claims are handled separately from standard returns. Please contact bangmai88@gmail.com with your order details, a description of the defect, and photos/video. We will guide you through the warranty process, which may involve repair or replacement directly from the manufacturer.

X. Contact Information for Returns

For all return, refund, and exchange inquiries:
Email: bangmai88@gmail.com
Subject Line: “Return Request – Order #DOCA-XXXXX”

Our dedicated team is here to ensure your experience is resolved fairly and efficiently. We appreciate your business and your trust in Do&Ca Pet LLC.