Política de reembolso

HairAway Pets - Official Return, Refund, and Quality Assurance Policy

Welcome to HairAway Pets. To maintain the absolute highest sanitary, hygienic, and bio-security standards for pet products, and to ensure a transparent commercial framework across all United States jurisdictions, all purchases and return requests are strictly governed by the comprehensive terms outlined below. By completing your transaction, you enter into a legally binding contract and explicitly agree to these administrative protocols.

SECTION 1 - 15-DAY CONDITIONAL RETURN WINDOW & HYGIENE ELIGIBILITY
HairAway Pets enforces a strict 15-day return request window, beginning from the exact chronological timestamp of delivery verified by the shipping carrier’s tracking matrix. Due to strict sanitary regulations regarding pet hair, epithelial dander, and external parasites, any item that has been unpacked, handled, or exposed to an open environment is considered biologically compromised. 

To be eligible for an administrative review, the item must be returned in its original, pristine manufacturer conditions: completely unused, unwashed, unaltered, free of any organic particulate matter, with all original security tags intact, and enclosed within its original, undamaged retail packaging. 

SECTION 2 - MANDATORY MULTI-STAGE QUALITY ASSURANCE (QA) VERIFICATION PROTOCOL
General subjective dissatisfaction, buyer’s remorse, or improper product application do not constitute valid grounds for a financial refund or return authorization. Prior to the issuance of an official Return Merchandise Authorization (RMA) tracking number, the consumer is legally required to compile and submit a digital evidence dossier to our Administrative Review Board at hairawaysupport@gmail.com. 

The digital dossier must satisfy the following technical prerequisites without exception:
1. Definitive Proof of Purchase: A high-resolution, unaltered screenshot or digital copy of the original electronic invoice, clearly showing the order ID sequence, customer details, and cleared payment verification.
2. The 30-Second Continuous Unedited Video Inspection: A single, continuous, high-definition (minimum 1080p) video file recorded under bright, clear ambient lighting conditions. The footage must be completely uninterrupted (no cuts, no edits, no timelapses) and must explicitly demonstrate:
   • A slow, full 360-degree rotation of the entire product to empirically prove the absolute absence of pet hair, dust, or usage marks.
   • A sharp, legible focus on the serial barcode and internal packaging labels.
   • If claiming a manufacturing defect under our Manufacturing Warranty, the video must explicitly isolate and demonstrate the precise mechanical or structural failure during real-time testing.

Failure to provide this mandatory digital dossier, or providing edited, blurry, or partial files, will result in the immediate administrative rejection and permanent closure of the file without further review.

SECTION 3 - 15% RESTOCKING AND SANITARY STERILIZATION SURCHARGE
Pursuant to applicable state commerce laws, all authorized returns that successfully pass our preliminary digital QA verification are subject to a mandatory, non-negotiable 15% Restocking, Re-warehousing, and Sanitary Sterilization Fee. This 15% surcharge is calculated based on the gross purchase value of the item and will be unilaterally deducted from any approved residual credit. 

SECTION 4 - COMPREHENSIVE MANUFACTURING WARRANTY (DEFECTS)
If a product is verified by our Administrative Review Board to possess a genuine, pre-existing manufacturing defect or arrived with severe structural damage, HairAway Pets will provide a qualified replacement of the exact same item or issue a store credit at no additional cost to the consumer. For verified factory defects, the 15% restocking fee will be waived. However, the defect must be reported within 48 hours of carrier-verified delivery, supported by the mandatory video inspection protocol outlined in Section 2. Normal wear and tear, pet damage (chewing, scratching), or misuse are strictly excluded from this warranty.

SECTION 5 - RETURN TRANSIT LIABILITIES AND RISK ASSUMPTION
The consumer assumes 100% of the financial, operational, and logistical burden regarding return transportation. Return shipping must be independently secured exclusively through premium, major commercial carriers (e.g., FedEx, UPS, DHL) that utilize end-to-end electronic tracking matrices with signature delivery confirmation. Standard postal stamps, unverified shipping methods, or untracked logistics are categorically barred. All return shipping fees are completely non-refundable.

HairAway Pets assumes zero legal or financial liability for items lost, damaged, delayed, misrouted, or intercepted during return transit. If the carrier fails to execute direct delivery to the interior of our designated fulfillment terminal with verified signature confirmation, the case file will be permanently archived with a zero balance.

SECTION 6 - UNAUTHORIZED RETURNS AND FORFEITURE PENALIZATION
Packages transmitted to any corporate facility, warehouse, or fulfillment center lacking an explicitly written, approved RMA number clearly displayed on the exterior face of the primary shipping container will be summarily rejected and refused by dock personnel. HairAway Pets is not responsible for storing, processing, or preserving unauthorized packages. Utilizing "Return to Sender" or "Refused Delivery" mechanisms as an alternative to this official protocol completely invalidates your consumer claims, results in the immediate forfeiture of the asset, and bars any future financial restitution.

SECTION 7 - CALIFORNIA CONSUMER NOTICE (CAL. CIV. CODE § 1723)
In strict compliance with California Civil Code Section 1723 and other applicable state consumer protection statutes, HairAway Pets explicitly states that its policy restricts refunds and enforces a 15% restocking surcharge for re-warehousing and mandatory sterilization. This policy is prominently displayed and accessible on our storefront prior to checkout. By checking the terms box and completing a purchase, the consumer waives the right to any automatic statutory restitution that contradicts these terms.

SECTION 8 - PROCESSING AND FINAL REFUND ISSUANCE
Once your physical package is received at our secure terminal, it will undergo a final manual inspection within 14 business days. If approved, the net credit (original gross value minus the 15% restocking fee) will be automatically processed back to your original payment method. Please note that external banking institutions, merchant processors, and credit card issuers may require an additional 10 to 15 business days to post the funds to your account.