Cancellation, Return & Refund Policy

🐾 Suerteyay Return, Refund & Warranty Policy

At Suerteyay, your satisfaction — and your pet’s happiness — are our top priorities. We are committed to providing high-quality pet products and a worry-free shopping experience. If you encounter any shipping issues, product concerns, or have questions about your order, please contact us anytime. Our support team is always happy to help.

📩 Customer Support: customer@suerteyay.com

📦 Please ensure your full and accurate shipping address is entered at checkout. Incomplete addresses may cause delivery delays or failed shipments.

🔁 RETURN POLICY

Not Happy With Your Order?

You may return your item within 90 days of receiving it if you are not fully satisfied.

To qualify for a return:

  • Item must be unused

  • In original condition

  • In original packaging

  • Proof of purchase is required

Please contact our customer service team before returning your item to ensure it is sent to the correct warehouse.

Shipping Fee Responsibility

  • If the return is due to customer preference (wrong size, color, or change of mind), the customer is responsible for return shipping.

  • If the return is due to our mistake (defective, damaged, incorrect, or missing item), Suerteyay will cover return shipping.

⚠️ Original shipping costs are non-refundable.

❌ ORDER CANCELLATION

Cancel Before Shipping

Orders can be canceled within 48 hours after placing the order and before shipment for a full refund.

Cancel After Shipping

Once the order has shipped, we are unable to cancel it directly. You may:

  • Refuse the package upon delivery

  • A refund will be issued after the package is returned, minus shipping costs

🛠 DAMAGED, DEFECTIVE, OR LOW-QUALITY ITEMS

If your product arrives damaged or defective, please email us immediately at:

📩 customer@suerteyay.com

Please include:

  • Your order number

  • A clear photo of the damaged or defective item (on a flat surface with the tag and issue visible)

✅ After verification, we will:

  • Send a free replacement

  • No return of the damaged item is required

🛡 WARRANTY POLICY

This warranty covers manufacturing defects only and does not cover:

  • Accidental damage

  • Improper use or insufficient care

  • Normal wear and tear

  • Sun exposure damage

  • Aftermarket modifications

  • Water damage (returns/exchanges not accepted if exposed to water)

💳 REFUND POLICY

You may request a refund under the following conditions:

✅ Full Refund Available If:

  • The product is completely defective or non-functional

  • You did not receive your order within 90 business days (South America only)

Refunds are issued to the original payment method within 7–10 business days after approval.

If you haven’t received your refund yet:

  1. Check your bank or PayPal account again
  2. Contact your bank or credit card provider (processing may take 3–5 business days)
  3. If still unresolved, email customer@suerteyay.com

SHIPPING COST & RELISTING FEE

  • If there is no product quality issue, customers are responsible for return shipping costs

  • If the item is defective, damaged, missing, or incorrect, Suerteyay covers the return shipping

  • ✅ No relisting or restocking fees charged

To begin a return, please email us at customer@suerteyay.com with your order number.