RETURNS AND REFUNDS POLICY

Please carefully read the following policies.

We offer a quick solution to disputes and would greatly appreciate it if you provide:

A. Photos or videos of the damaged item to demonstrate the damage. If the photo does not clearly show the damage, please upload a video.

B. Products must be returned if our Dispute Team requests a return during a dispute.

Except for important interpretations, we will offer a refund, reshipment, or accept returns in the following cases:

1. **Delayed Orders**
Orders without tracking information, in transit, pending, or expired 60 days after departing from the warehouse. The following countries and shipping methods may differ:

A. For orders shipped to the USA, 45 days will be counted after the order leaves the warehouse.

B. For Brazil, 110 days are required from the date the order leaves the warehouse, due to Brazil's strict customs procedures.

C. For the CJPacket Liquid Line for all counties, we will handle disputes on delayed orders after 100 days from the date the order departs the warehouse.

D. For some special shipping methods, we cannot handle your disputes. (See the important interpretation below)

**Notes**:
- Sometimes, the order has arrived at the nearest post office to the buyer but is pending due to insufficient address, unclaimed package, no available number, etc. It will be much more convenient for customers to contact the local post office or go to the post office for delivery.
- Due to circumstances such as national realities, phone numbers, and religious beliefs in Israel, packages are often delivered to self-pickup lockers, which may lead to delayed packages. Therefore, it will be more convenient for customers to contact the local post office or go to the post office for delivery.
- Sometimes, local tracking numbers may show a delivery status, but the customer claims the package was not received. In such cases, we will make every effort to verify the real situation, which may take a long process (1-2 months), but there is no guarantee of a positive result.

2. **Orders Not Received**
We will not process refunds or reshipment if tracking information indicates the order has been delivered.

A. If customers do not receive the package, a certificate of non-delivery issued by the local post office with an official seal is required.

B. **Tracking Information Notice**
If tracking information shows a notice, the reasons are listed below:

A) Wrong/insufficient address.
B) No such number.
C) Unknown recipient.
D) Refused.
E) Not responding in time.
F) No safe delivery location.
G) Customs clearance issues.
H) Others.

**Notes**:
- The local distributor will attempt delivery 1-3 times based on the actual situation. If not claimed during the delivery period, it will be returned to the local post office for storage within 3-7 days. During this time, customers must pick up the package themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return process, we will not take responsibility for any product loss.
- We cannot offer refunds or reshipment if undelivered orders or packages are destroyed by logistics companies.

3. **Damaged Products**
We offer a full refund or replacement if the packages arrive severely damaged.

We offer a partial refund or replacement if packages arrive partially damaged (except for loose wires, slightly wrinkled items, small scratches, etc.).

**Notes**:
A. For damaged packaging, we cannot offer any refunds or after-sales services due to long-distance international delivery.
B. For regular electronic products, customers can file a claim or open a dispute within 30 days of receiving the package.

4. **Incorrect or Missing Products**
We have a strict quality control process before products are shipped. We will handle incorrect or missing products as follows:

A. For incorrect products, we offer a full refund or replacement.
B. For products with the wrong color or size that do not affect the product’s functionality, we offer a refund or reshipment if provided with a photo or video of the incorrect product, including the name, content, and date.
C. For missing parts that do not affect the product's function, we can partially refund or reship the missing part; for missing parts that affect the product's functionality, we will reship the product.
D. As for accessories, we will reship them.

**Notes**:
For size issues, we greatly appreciate it if you measure the product according to the correct measurement method and provide us with a photo of the measurement. Then, our dispute team will handle your dispute quickly.

5. **Order Cancellations**
In the event of order cancellations, we offer a full refund before the products are processed by the warehouse.

A. After payment, POD orders cannot be canceled as they are customized.

**Important Interpretation**
1. **Deadline for Opening a Dispute**
You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when third-party tracking information is not traceable.

2. **Force Majeure**
We do not take responsibility for product damage or shipping delays caused by natural disasters, including but not limited to epidemics, international situations, strikes, war, earthquakes, floods, viruses, storms, heavy snow, customs inspections. However, we will notify you via Email, WhatsApp, etc.

3. **Shipping Method Limitations**
Some shipping methods are untrackable when orders arrive in certain countries, states, or cities. We list these shipping methods in advance and will not accept disputes when such shipping methods are chosen for certain countries, including:
PostNL, PostNL Electric, CJPacket Eub, CJPacket Postal Route, CJPacket Postal, CJPacket Railway Economy.

**Notes**:
Choosing certain shipping methods to remote addresses will incur additional charges.

4. **Destination Limitations**
Due to international transport limitations, we will not accept disputes when your orders are shipped to the following countries:
[List of Countries]

5. **Returns**
Products can only be returned to the originating warehouse. However, we do not recommend returning products to our warehouses due to high international shipping costs, which may take months to arrive at the warehouse, and most may be lost during the return process. Furthermore, most returned products will be damaged during transit.

B. Please return products within 15 days of receipt.

8. **Unacceptable Disputes**
We will not accept unreasonable disputes, including but not limited to:
A. The buyer doesn't like it.
B. The product description is inaccurate.
C. The products have an unusual odor.
D. The buyer ordered the wrong items or SKU.
E. The shipping address was provided incorrectly.
F. The difference between products was negotiated in advance.
G. Tracking information was deleted by logistics companies or local post offices.
H. In some cases, packages were returned/discarded/held because the recipient did not comply with the customs clearance procedures of certain countries' foreign trade policies.

We always strive to offer the best service. If you have any other questions, please don't hesitate to contact us at info@petgardenhome.com