Refund policy

Effective Date: 01 JAN 2025

Return Policy for "dearpooch.com"

Ethos Agora, LLC (dba dearpooch.com) (“us”, “we”, or “our”) operates the https://dearpooch.com website (the “Service”).

At dearpooch.com marketplace, we want you and your furry friends to be completely satisfied with your purchases. We understand that sometimes returns are necessary. We understand that sometimes a product may not be what you expected. That's why we offer a comprehensive refund policy to ensure your satisfaction. Please take a moment to review our return policy, and if you have any questions or concerns, don't hesitate to contact our customer service team. 

1. Return Eligibility

  • Please refer to the Shipping & Return section on the product detail page of the item you are interested in. Return timelines may differ depending on each manufacturer and their location; in cases where return specifics aren't provided, the default return period is 7 days.
  • Refunds are processed based on the specific policy stated on the product detail page.
  • Items must be returned in their original, unused, and unaltered condition. This includes original packaging, labels, and accessories.
  • Some products might be eligible for a full refund, while others might have certain limitations. Perishable items, personalized products, and final sale items are not eligible for returns.

2. Return Process

  • To initiate a return, please follow these steps:
    • Contact our customer service team at order-notification@dearpooch.com to request a return authorization.
    • Provide the following information: order number, product description, reason for the return, and any relevant photos.
    • Wait for our team's approval before proceeding with the return.

3. Shipping Charges

  • Customers are responsible for all shipping charges associated with returns.
  • We recommend using a trackable and insured shipping method to ensure that your return is received by us in its original condition.
  • Shipping charges are non-refundable, except in cases where we have shipped the wrong item or a defective product.

4. Refund Process

  • Once your return is received and inspected, we will process your refund within [X] business days.
  • Refunds will be issued to the original payment method used for the purchase.
  • Please note that it may take a few additional business days for the refund to reflect in your account, depending on your payment provider.

5. Damaged or Defective Items

  • If you receive a damaged or defective item, please contact our customer service team within 7 days of receiving the product.
  • We will provide instructions on how to return the item and will cover the return shipping costs for damaged or defective products.

6. Lost or Stolen Packages

  • https://dearpooch.com is not responsible for lost or stolen packages. Please ensure that the shipping address provided is accurate and secure.

7. Contact Information

If you have any questions or need assistance with your return, please contact our customer service team at contactus@deaerpooch.com.

Return Address:

Ethos Agora LLC., 2390 Crenshaw Blvd Ste 166 Torrance, CA 90501

Note: This return policy is subject to change without prior notice. Please check our website or contact our customer service team for the most up-to-date information regarding our return policy.

Thank you for shopping at dearpoochstore.com. We appreciate your business and are here to assist you with any return inquiries you may have.