If you wish to return your order due to quality issues, please contact us within 30 calendar days of delivery at info@caressenz.com

RETURN OR EXCHANGE

Our policy is for 30 days. If more than 30 days have passed since you received the item, unfortunately we are unable to offer you a refund or exchange.

To be eligible for a return or exchange, your item must be unused and in the same condition that you received it. It must also be in its original packaging. Items that are not in their original condition, are damaged, or are missing parts that are not the result of our error will not be accepted for return, nor will items returned more than 30 days after receipt.

NOTES:

• Please do not return orders without prior communication.
• Do not return your purchases directly to the manufacturer.
• For returns we require a receipt or proof of purchase.

REFUNDS

Once your return is received and inspected, we will notify you via email that we have received your returned item. We will also let you know if your refund has been approved or declined.

If approved, the refund will automatically be applied to your credit card or original method of payment, within a certain amount of days. The refund time depends on the payment method, details are below:

If paying by credit or debit card, the refund will be processed within 7 working days of receipt of the returned item or cancellation request by the issuing bank. Please contact your bank for further questions.

If you pay via PayPal, the refund will be made to your PayPal account within 3 working days.

MISSED OR MISSING REFUNDS

If you haven't received a refund yet, check your bank account again.

Please contact your credit card company as it may take some time for your refund to be posted.

Then contact your bank. There is often a processing time before a refund is posted.

If you have done all of this and still have not received your refund, please contact us at info@caressenz.com

SHIPMENT

To return your product, contact info@caressenz.com Our staff will contact you and you can return the product after confirmation. Without prior confirmation, our warehouse will not be able to identify the sender, which will result in your refund not being processed.

No restocking fees will be charged to consumers for returning the product.

Depending on where you live, the time it takes for your exchanged product to reach you may vary.

When returning an item valued over 50 CHF, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

NOTES:

• You have to bear the shipping fees for returning the product yourself if it is not a quality problem.

RETURN ADDRESS

Please contact info@caressenz.com to obtain the return address. (Please do not return your products before receiving a confirmation email from info@caressenz.com )

IMPORTANT INSTRUCTIONS

• Returns or exchanges are only valid for products purchased on www.caressenz.com. If you purchased your PetPort device from a third-party seller, please contact the seller.
• Once we receive your package and verify that your warranty is still valid, we will issue a full refund or exchange any eligible product.
• Please note that all accessories must be new and unopened to be eligible for a refund. To qualify for an exchange or refund, devices must be in "as new" condition and, if possible, with the original sealed packaging. If the accessory is returned without reason, we will deduct the return shipping costs from the refunded amount.
• For all returns please bear the shipping costs.
• If your device is defective/DOA, we will refund the shipping fee after inspection and confirmation that your device is within the warranty period.
• For any after-sales problems, please contact us via info@caressenz.com and we will offer you a solution based on your case.