Thank you for shopping at TrendHiveT.store (“we”, “us”, “our”). We are committed to your satisfaction with our high-quality pet products. If, for any reason, you are not completely satisfied, we’re here to help.
1. Eligibility for Refunds
1.1 General Return Period
You may request a refund within 30 calendar days from the date you received the product.
1.2 Product Condition
To qualify for a refund, returned items must:
- Be unused, unwashed, and in their original condition.
- Include all original packaging, tags, labels, and any freebies that came with the order.
1.3 Non-Returnable Items
Some items are non-returnable, including but not limited to:
- Custom or personalized items (e.g., engraved name tags).
- Perishables (e.g., treats or supplements past their shelf life).
- Items listed as “Final Sale” or “Non-Returnable” in their product description.
2. How to Initiate a Refund
- Contact Our Support Team
Email us at support@trendhivet.store with:- Your order number.
- Items you wish to return.
- Reason for return.
- Optional: A photo if the item is damaged or defective.
- Receive Return Authorization
We’ll review your request and send you a Return Authorization (RA) number and return instructions. - Ship Back the Product
- Include the RA number on the package.
- Use a trackable and insured shipping method. We cannot accept liability for lost or damaged returns.
3. Refund Processing
- Once we receive and inspect your return, we will process your refund within 5 business days.
- Refunds are credited to the original payment method used.
- Depending on your payment provider, processing may take additional time (typically 3–7 days).
- We’ll notify you by email once your refund is issued.
4. Return Shipping Costs
- Customer-Paid Returns
Unless the item is defective or the return is our error, you are responsible for return shipping costs. - Defective or Incorrect Items
If you receive damaged or wrong products, we will reimburse your return shipping costs or provide a prepaid label.
5. Exchanges & Store Credit
5.1 Exchanges
If you’d prefer an exchange (e.g., different size or color), include your request when initiating the return. If the substitute item is available, we’ll process the exchange once we receive the original item.
5.2 Store Credit
If you prefer, we can issue store credit instead of a refund. Store credit has no expiration and can be used toward future purchases at TrendHiveT.store.
6. Order Cancellations
- Before Shipment:
You may cancel your order for a full refund if it has not yet shipped. Contact us immediately. - After Shipment:
If the order is already shipped, please follow the return process once you receive it.
7. International Returns
International customers are welcome to return products under the 30-day policy. Note that:
- You are responsible for customs duties, taxes, and return shipping.
- Refunds will be processed in your original payment currency, but any customs or import fees paid will not be reimbursed by us.
8. Gift Purchases
If the purchase was marked and shipped as a gift, the recipient can:
- Return the gift within 30 days for:
- A gift credit.
- A refund to the gift giver (depending on original payment method).
Let us know during return initiation whether the item was a gift, and we’ll guide you accordingly.
9. Damage or Faulty Products
Inspect the package upon arrival. If you receive items that are:
- Damaged, defective, or unfit for use:
- Contact us within 14 days of delivery with photos and a description.
- We’ll arrange for a refund, replacement, or return postage, as appropriate.
10. Exceptions & Special Circumstances
- Sale or Clearance Items:
Unless prohibited by law, sale items are final sale and non-refundable. If exceptions apply, they will be noted in the product description. - Wear, Misuse, or Unauthorized Alteration:
We may deny refunds on items that exhibit misuse, wear beyond reasonable testing, or unauthorized modifications.