Refund and Returns Policy

At Ella Jad Pty Ltd (trading as Urpetsshop), we are committed to providing you with high-quality products and ensuring your satisfaction. If you are not completely satisfied with your purchase, we are happy to assist you with returns or exchanges according to the following terms.

1. Return Eligibility

To be eligible for a return or exchange, the following conditions must be met:

• Timeframe: Returns must be requested within 30 days from the date of receipt of your order.
• Condition of Items: The product must be unused, unopened, and in the original packaging (if applicable). For hygiene reasons, certain products, such as pet food and grooming items, cannot be returned once opened or used.
• Proof of Purchase: A receipt or order confirmation email is required to process a return or exchange.

If your item is faulty, damaged, or incorrect, you are still eligible for a return or exchange, regardless of whether it’s been opened or used.

2. How to Request a Return

To initiate a return or exchange, please follow these steps:

1. Contact Us: Reach out to our customer service team at hello@Urpetsshop.store with your order number and details of the product(s) you wish to return.
2. Return Authorization: Our team will provide instructions and, if applicable, a return authorization number for your return shipment.
3. Ship the Item Back: Once you receive approval, return the product to the following address:
   • Address:
     Ella Jad Pty Ltd,
     Unit 4, 78 Princes Highway,
     Pakenham VIC 3810,
     Australia

Please ensure the return is securely packaged to avoid damage during transit. Customers are responsible for return shipping costs unless the item was defective or incorrect.

3. Refunds

Once your return is received and inspected, we will notify you via email of the approval or rejection of your refund. If your return is approved, a refund will be issued to your original payment method. Please allow up to 10 business days for the refund to appear on your account.

• Shipping Costs: Shipping fees are non-refundable. If you receive a defective or incorrect item, we will cover the return shipping costs.

4. Exchanges

If you would like to exchange a product for a different size, color, or item, please contact us. We will process your exchange request once the original item is returned, and a new product will be shipped to you.

• If the exchange is due to a change of mind, customers will be responsible for any additional shipping charges for the new item.

5. Faulty or Damaged Items

If you receive an item that is damaged or defective, please contact us immediately with photos of the damaged item. We will offer you a full refund or replacement at no additional cost. All faulty items must be returned within 30 days of receipt.

6. Non-Returnable Items

Certain items are non-returnable due to health, hygiene, or safety reasons. These include:

• Opened pet food or treats
• Grooming products (if opened)
• Items that are marked as non-returnable or final sale at the time of purchase

7. Late or Missing Refunds

If you haven’t received a refund yet, please check your bank account or credit card company as processing times may vary. If you’ve done that and still have not received your refund, please contact us at hello@Urpetsshop.store.

8. Contact Us

If you have any questions regarding our refund and return policy, or need further assistance, please feel free to contact us:

• Email: hello@Urpetsshop.store
• Phone: +61 458 854 874

We are here to help and ensure your shopping experience is smooth and satisfactory!