RETURN POLICY

Refund and Return Policy – OpenXtop

Effective Date: January 9, 2025

At OpenXtop, customer satisfaction is our top priority. We strive to ensure that every product you purchase meets your expectations. However, if for any reason you are not satisfied with your purchase, we offer a straightforward and hassle-free refund and return policy. Please read through this policy carefully to understand the conditions and process for returns, exchanges, and refunds.

1. Return Eligibility

To be eligible for a return, the following conditions must be met:

  • Return Window: Returns must be initiated within 30 days of the date of delivery. After this period, we are unable to accept returns or exchanges.

  • Product Condition: Returned items must be in unused, unopened condition, with all original packaging and labels intact. Products that have been opened or used cannot be returned, except in cases of defects or damage during shipping.

  • Proof of Purchase: A receipt or proof of purchase (order number) is required to process a return or exchange.

2. Return Process

If you are not satisfied with your purchase, you can return the product by following these steps:

  1. Contact Us: Reach out to our customer service team via email at openxtoppet@gmail.com or call us at 770-607-7098 within 30 days of receiving your order. Please provide your order number and details about the product you wish to return.

  2. Return Authorization: Once we receive your request, we will provide you with a Return Authorization (RA) number and instructions on how to return the item. Please note that the RA number is required for processing the return.

  3. Return Shipping: You will be responsible for the shipping costs associated with returning the item, unless the return is due to an error on our part or a defective product. We recommend using a trackable shipping service to ensure the safe return of your product.

  4. Inspecting the Return: Upon receiving the returned item, we will inspect it to ensure it meets our return policy criteria. Once approved, we will process your refund or exchange as per your request.

3. Refunds

Once your return is processed and approved, we will issue a refund to the original payment method. Refunds typically take 5-7 business days to appear on your statement, depending on your payment provider. Please note the following conditions:

  • Refund Amount: The refund will be for the purchase price of the product, excluding any shipping costs. Shipping charges are non-refundable unless the return is due to a mistake on our part (e.g., damaged goods, incorrect items).

  • Payment Method: Refunds will be issued to the original method of payment. If the payment was made through PayPal, the refund will be credited to your PayPal account.

4. Exchanges

If you wish to exchange an item for a different product, please contact us directly to initiate the exchange process. Depending on product availability, we will assist you in selecting an alternative item. You will be responsible for any price differences between the original product and the exchanged item.

5. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately, within 7 days of receiving your order, to report the issue. We will arrange for a replacement or refund, and we will cover the return shipping costs for damaged or defective items.

6. Non-Returnable Items

The following items are not eligible for return or exchange:

  • Opened or used pet food and consumables.
  • Custom or personalized products.
  • Gift cards or store credits.

7. Cancellations

If you wish to cancel an order, please contact us as soon as possible. We can only cancel orders that have not yet been processed or shipped. If your order has already been shipped, you may return the item according to our return policy.

8. International Returns

For international customers, the same return policy applies; however, return shipping costs are the responsibility of the customer. Additionally, please be aware that customs fees or import duties may not be refundable, and these charges are not covered by OpenXtop.

9. Changes to the Refund and Return Policy

OpenXtop reserves the right to update or modify this refund and return policy at any time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically to stay informed of any changes.

10. Customer Support

If you have any questions or concerns about our refund and return policy, need assistance with a return or exchange, or require more information, please feel free to contact our customer service team:

Thank you for choosing OpenXtop. We are committed to ensuring your complete satisfaction with your purchase, and we are here to support you every step of the way.