HOPPEPET | Return & Refund Policy

Effective Date: [Insert Effective Date]

We want you and your pet to love every order from Hoppepet. Please review our Return & Refund Policy carefully before making a purchase. This policy applies to all orders shipped to customers in the United States and Canada.

1. Return Eligibility

We accept returns for eligible items that meet ALL of the following conditions:

• The item must be unworn, unused, unwashed, and in its original condition.
• All original tags must be attached.
• The item must be returned in resealable packaging suitable for shipping (the original packaging is preferred but not required).
• The item must be free of pet hair, stains, odors, damage, or any signs of use.

We reserve the right to refuse any return that does not meet these conditions.

2. Return Window

Eligible return requests must be submitted within 30 calendar days after delivery. Requests submitted after this period will not be accepted.

Holiday Extension: For orders placed between November 1 and December 31, the return window is extended to 60 days after delivery.

3. Size-Related Issues

Please review our size chart carefully and consult our "How to Measure Your Pet" guide before placing your order. If you are unsure about sizing, contact us prior to purchase and we will be happy to assist.

Size Exchanges: If the item you receive does not fit your pet, you may request a one-time size exchange for store credit within 30 days of delivery, subject to the following conditions:

• The item must meet all conditions stated in Section 1 (unworn, unused, unwashed, tags attached, no pet hair, no signs of use).
• The customer is responsible for return shipping costs. Once the returned item is received and inspected, store credit equal to the item price (excluding original shipping) will be issued to your Hoppepet account.
• The store credit can be applied toward the same item in a different size or any other item on our website.
• Only one (1) size exchange is permitted per order.

Discrepancy with Listed Measurements: If the item you receive materially differs from the measurements stated on the product page, please contact us within 7 days of delivery with clear photos and measurements for review. Verified discrepancies are eligible for a full refund or replacement at our discretion.

4. Final Sale Items

The following items are designated as Final Sale and are not eligible for return, exchange, or refund (except in the case of damage, defect, or shipping error covered under Section 6):

• Personalized, customized, or made-to-order items.
• Gift cards.
• Items explicitly marked as "Final Sale" on the product page and in checkout.

Notice Requirement: Final Sale status will be clearly and conspicuously labeled on the relevant product page and at the checkout page before purchase is completed. If an item is not labeled as Final Sale at the time of purchase, it will be treated as a standard returnable item under this policy.

5. Non-Returnable Items

In addition to Final Sale items, the following are non-returnable and non-refundable:

• Items damaged due to misuse, improper care, chewing, scratching, or normal wear and tear.
• Items returned with pet hair, stains, odors, or other signs of use.
• Items returned without prior Return Authorization (see Section 7).

6. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery. When submitting your claim, please include:

• Your order number.
• A clear description of the issue.
• Clear photos of the item received (showing the defect or damage).
• Clear photos of the original packaging (helpful for shipping-related damage claims).

Once your claim is reviewed and approved, we will offer one of the following resolutions, at our discretion based on the situation: a free replacement, store credit, or a refund to your original payment method.

7. Return Authorization (RMA)

All returns must be approved by Hoppepet before the item is sent back.

• To request a return, email support@hoppepet.com with your order number and reason for return.
• If approved, you will receive a Return Authorization (RMA) confirmation email.
• The designated return shipping address will be provided in the RMA confirmation email. Please note: the address printed on your original shipping label is NOT the return address.
• Items shipped back without prior RMA approval or to an incorrect address will not be accepted, and Hoppepet is not responsible for items lost in such cases.

8. Return Shipping Costs

• For approved returns due to damage, defect, or items shipped incorrectly by Hoppepet, we will cover the return shipping cost or provide a prepaid return label.
• For all other approved returns (including size exchanges per Section 3), the customer is responsible for return shipping costs.
• Original shipping charges are non-refundable unless the return is due to our error.

9. Refunds

Once your returned item is received and inspected, we will notify you by email whether your refund is approved or rejected.

If approved: we will process your refund within 3–5 business days of receiving the returned item. The refund will be issued to your original payment method (or as store credit, where applicable).

Bank processing time: Once a refund is processed on our end, please allow an additional 5–10 business days for the funds to appear in your account. This timing is determined by your bank, credit card issuer, or payment provider, and is outside of Hoppepet's control.

Partial Refunds: In limited cases (for example, items returned in slightly used condition where we still accept the return as a courtesy), we may issue a partial refund equal to a percentage of the item price, at our reasonable discretion. The percentage and reason will be communicated to you before the refund is finalized.

10. Exchanges

Beyond the size exchange option described in Section 3, we do not offer direct product-for-product exchanges. If you wish to receive a different item, we recommend submitting a return request for store credit and placing a new order. Exceptional exchange requests may be considered at our sole discretion.

11. Order Changes and Cancellations

Orders may be modified or canceled at no charge at any time before the order has been shipped. To request a change or cancellation, please email support@hoppepet.com with your order number as soon as possible. We will do our best to accommodate requests received before the carrier picks up your package.

Once an order has been shipped, it can no longer be canceled or modified. However, you may request a return upon receipt in accordance with this policy.

12. Incorrect Shipping Information

Customers are responsible for providing a complete and accurate shipping address at checkout. Hoppepet is not responsible for lost, delayed, or undeliverable packages caused by incorrect or incomplete shipping information provided by the customer.

Returned-to-Sender Packages: If a package is returned to us due to an incorrect address or failed delivery attempts, we will contact you to either: (a) re-ship the package at your expense (you cover the additional shipping fee), or (b) issue a refund for the item price, minus the original shipping cost.

13. Refusal of Service

Hoppepet reserves the right to refuse returns, exchanges, or future orders from customers who:

• Have a documented history of abusive return behavior or fraudulent claims;
• Repeatedly violate the terms of this policy;
• Initiate payment disputes or chargebacks without first attempting to resolve the issue through our customer support.

We encourage all customers to contact us first at support@hoppepet.com before initiating any payment dispute. The vast majority of issues can be resolved quickly and to your satisfaction directly with our team.

14. Contact Us

For all return requests, questions, or to report an issue, please contact us at:

Email	support@hoppepet.com
Response Time	We respond to all return-related inquiries within 3–5 business days
Required Info	Please include your order number in all return-related inquiries to help us assist you faster.

Thank you for choosing Hoppepet. We're committed to making every step of your shopping experience smooth and worry-free.