REFUND AND RETURNS POLICY

REFUND AND RETURNS POLICY
Thank you for shopping at Pinehaven Heights LLC! We are committed to providing quality pet products and excellent customer service. To ensure that you are satisfied with our products and services, we provide you with the following refund policy:

1. Refund conditions
   ● Refund application period: You can apply for a refund within 30 days from the date you received the product.
   ● Returned goods: Returned goods must be kept in original packaging and unused state, and accompanied by original proof of purchase (such as invoice or order confirmation).
   ● Items not eligible for refund: opened food or snack products;
   ○ Customized or personalized products;
   ○ Clearance items or special items (depending on the specific situation).
2. Refund application steps
3. Please contact Pinehaven Heights LLC customer service team (Anthony@embergrove1212.com) by email and provide your order number, product name and reason for refund application.
4. Once we receive your refund application, our customer service team will process it within 2-3 business days and provide you with the return address and specific steps.
5. After you return the product as required, we will process your refund as soon as possible. Refunds will be processed via your original payment method.
6. Refund Processing Time
   ●Once the returned item is received and inspected, we will process your refund as soon as possible. Typically, refunds are processed within 5-7 business days, and the specific time may vary depending on the payment method.
   ●If the refund processing time exceeds the expected time, you will receive further notification from us.
7. Return Shipping Costs
   ●If the return is due to product quality issues or wrong products, Pinehaven Heights LLC will bear the return shipping costs.
   ●If the refund is requested due to customer reasons (such as dislike of the product, wrong purchase, etc.), the customer is responsible for the return shipping costs.
8. Exchange Policy
   We do not provide direct exchange services. If you wish to exchange the product, you can apply for a refund and place a new order to purchase the product you want.
9. Refund Receipt
   The refund will be refunded via the original payment method. If the original payment method is not available, the refund may be delayed. We will do our best to assist you in resolving this issue.
10. Contact Us
    If you have any questions or need further assistance, please feel free to contact our customer service team:
    ●Email: Anthony@embergrove1212.com
    ●Phone: 8648073733
    Thank you for choosing Pinehaven Heights LLC. We hope that your pet can enjoy the high-quality products and services we provide!