Your satisfaction is our main concern at FinchFire. We offer a 30-day return policy with no restocking fees, ensuring a risk-free shopping experience for all your pet accessory needs.
1. Overview
This Return and Refund Policy is part of our Terms and Conditions and should be read in conjunction with our Privacy Policy and Shipping Policy. By purchasing from FinchFire, you agree to the terms outlined in this policy.
2. Return Eligibility
2.1 30-Day Return Window
You may return most items purchased from FinchFire within 30 days of delivery for a full refund. The 30-day period begins on the day you receive your item, as confirmed by our shipping carrier’s delivery confirmation.
2.2 Condition of Returns
To be eligible for a return, your item must be:
- In the same condition that you received it
- Unused and in its original packaging
- Free from damage, excessive wear, or signs of use
- Complete with all accessories, parts, and documentation
2.3 Non-Returnable Items
For hygiene and safety reasons, certain items like chew toys, grooming tools, and pet hygiene accessories cannot be returned. Used items or those showing signs of use are also non-returnable. For a full list, please visit our Refund FAQ.
3. Return Process
3.1 Initiating a Return
To start your return:
- Log into your FinchFire account.
- Go to your order history and select the item you wish to return.
- Follow the prompts to generate a return label.
If you’re unable to access your account, please visit our Contact Us page for assistance.
3.2 Packaging Your Return
Use the original packaging if possible. If unavailable, use a sturdy box with padding, including all original accessories, manuals, and parts. Attach the provided return label to the outside of the package.
3.3 Shipping Your Return
Drop off your package at any USPS, FedEx, or UPS location, depending on the return label provided. For more details, refer to our Shipping Policy.
3.4 Return Shipping Costs
We cover return shipping costs for items that aren’t damaged or misused. If the item is returned due to our error (e.g., wrong item sent), we’ll cover the return shipping cost.
4. Refunds
4.1 Refund Process
After we receive and inspect your return, we’ll process your refund. You’ll receive an email notification upon processing. Refunds are issued to the original payment method used for the purchase.
4.2 Refund Timeframe
Most refunds are processed within 3-5 business days after receiving your return. Depending on your payment method, it may take an additional 5-10 business days for the refund to appear in your account.
4.3 Full Refunds and Partial Refunds
Eligible returns within the 30-day window receive a full refund. We may issue a partial refund if the item shows signs of use or damage or if parts/accessories are missing.
5. Exchanges
For exchanges, please return the original item per the process outlined in Section 3, then place a new order for the desired item on our website for faster processing.
6. Damaged or Defective Items
6.1 Items Damaged in Transit
If your item arrives damaged, contact us within 48 hours of delivery via our Contact Us page. We’ll arrange for a return and send a replacement at no cost.
6.2 Defective Items
If an item is defective within the 30-day return window, contact our customer service. We’ll provide a prepaid return label and either send a replacement or process a full refund.
7. Warranty Information
Our products have a limited warranty of 30 days from the purchase date. Items with manufacturing defects within this period will be repaired or replaced at no cost. The warranty doesn’t cover damage from misuse, abuse, or normal wear and tear.
8. Late or Missing Refunds
If you haven’t received your refund within 2 weeks of our confirmation email, check with your bank or credit card company. If you still haven’t received it, please visit our Contact Us page.
9. Gifts
Items marked as gifts and shipped directly to you are eligible for gift credit upon return. The gift giver will not be notified of the return.
10. Exceptions and Special Circumstances
10.1 Bulk Orders
For orders of 5 or more of the same item, contact our Customer Service for return instructions.
10.2 Customized Items
Items that have been customized (e.g., personalized pet collars) may not be eligible for return unless defective.
11. Customer Rights
This Return and Refund Policy does not affect your statutory rights as a consumer.
12. Customer Service Contact
For any questions or concerns about returns or refunds, please contact our customer service team:
- Business Name: Finch Fire LLC
- EIN: 99-4507241
- Email: Support@finchfire.com
- Phone: +1 575-577-0032
- Hours: Monday to Saturday, 8 AM to 5 PM
- Address: 2112 Bridge Blvd SW, Albuquerque, NM 87105, United States
13. Policy Updates
We reserve the right to modify this policy. Any changes will be posted here with a revised date, not affecting returns already in progress. We encourage you to review this policy periodically. Last Updated: 10/28/2024