Urban Paws Life reserves the right to update the rules when necessary, and the updated version will be published on urbanpawslife.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Urban Paws Life immediately. All buyers are deemed to accept the rules if they use the services Urban Paws Life provides.
For after-sales issues, buyers should file a return & refund request within 15 days of the delivery date (except for several suppliers whose after-sales period was agreed upon by Urban Paws Life). If the period of the Return & Refund request filed exceeds, Urban Paws Life reserves the right not to provide any after-sales service after that time.
Before an order is shipped out, the buyer has the right to apply to cancel the order by clicking the "Request refund" button in Urban Paws Life buyer center contacting
. Please note some supplier policies do not accept order cancellations before the order is shipped out. The supplier should agree or reject the cancellation request within 6 business days.
If Urban Paws Life cannot fulfill the buyer's order within the order processing time indicated on Urban Paws Life product page, under the condition, but not limited to no stock or other conditions, Urban Paws Life has the right to cancel and refund the order.
If the buyer receives goods damaged or broken and applies for a refund with compelling evidence, and the goods need to be returned, Urban Paws Life has the responsibility to offer the buyer a prepaid return label within 6 business days to return damaged/broken goods. Urban Paws Life should refund the buyer when the return shows as in transit on the logistic website with Urban Paws Life's provided prepaid return label.
Urban Paws Life shall not be required to accept an after-sale request for "non-defective remorse returns", Urban Paws Life has the right to accept or reject the request as his policy show on the Urban Paws Life product page. Urban Paws Life will abide by the supplier's policy under this condition.
If the supplier accepts the after-sale request for the reason type of "non-defective remorse returns" and require to deduct a "restocking & repacking fee", under Urban Paws Life policy restriction, the "restocking & repacking fee" in total supplier deducted shall not exceed 35% of order total price.
Urban Paws Life shall not require suppliers on warranty, like whether to provide a warranty or not or the way of warranty handling.
Urban Paws Life shall restrict the refund time and redelivery time under the condition, including but not limited to the order should refund based on Urban Paws Life policy or supplier policy, agreeing on refund or redelivery between Urban Paws Life and the buyer or others, Urban Paws Life must refund not more than 6business days, or redelivery not more than 10business days.
Once the buyer submits the after-sales request, the buyer needs to provide evidence (as the clause states below) to Urban Paws Life. If the buyer cannot provide compelling evidence within the order after-sales period policy indicated, Urban Paws Life has the right to reject the return and refund request.
Whether the evidence is compelling or not will ultimately be determined by Urban Paws Life.
Under Various Circumstances:
The buyer has the right to apply for a full refund for the order that was not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page).
Return & Refund Type | Urban Paws Life Rules | ||
For Unshipped Orders | The Return & Refund request is made after the stated processing time. | Urban Paws Lie will refund the order. | |
The Return & Refund request is made within the stated processing time. | Urban Paws Life has 6business days to process the request after the buyer submits it. If the supplier fails to process (accept or reject) the refund request within 6 business days, Urban Paws Life will refund the order Please note: Although the order is still within the stated processing time, any refund request needs to be processed within the time listed above. | ||
For Shipped Orders | The Return & Refund request is made after the order has shipped. | The Urban Paws Life has 17business days to process the request after the buyer submits it. If the supplier fails to process (accept or reject) the refund request within 17business days, Urban Paws Life will refund the order. |
If the package is sent back to the Urban Paws Life during transit for any reason, and the buyer applies for a refund, the Urban Paws Life should refund within 6business days of the refund request. Under the same cases, if the buyer requests redelivery, Urban Paws Life should begin redelivery within 10 business days of the request date.
If the package/goods are destroyed in transit, and buyer has proof from the logistics website such as but not limited to a screenshot from the logistics website that the order was destroyed, the Urban Paws Life should refund the order within 6 business days of buyer's refund request, or redelivery within 10 business days of the request.
If the buyer puts wrong receipt information on an order, the buyer should contact Urban Paws Life via "Contact us" or contact Urban Paws Life customer service to request ,update on the order with the correct receipt information.
Please note the receipt information correction or order cancellation are not guaranteed.
If the order has already shipped out, it is the buyer's responsibility to contact the logistics company with the correct information.
If the goods have been delivered to the wrong receipt, the buyer can attempt to send back the products at his/her own expense. If the goods are returned in good condition, Urban Paws Life shall refund the order within 6business days of receiving the goods, as buyer’s refund request, or begin redelivery within 10 business days of receiving the goods. Please note buyer will additionally be in charge of the redelivery fee.
If the order cannot be corrected or returned, the buyer will bear the losses.
If the buyer detects any problem upon receipt (damaged package/significantly not as described/missing or wrong goods or other quality problems), buyer should provide a refund or redelivery request with valid proof (photos/videos of goods received that shows the problem clearly). After the buyer files a request on Urban Paws Life.com, Urban Paws Life should check the proof and give a response within 6business days.
If the proof checked by Urban Paws Life is not showing the problem clearly and or if the proof checked by Urban Paws Life is not showing the problem clearly, the proof is invalid, and Urban Paws Life has the right to reject the buyer's refund request.
If the buyer's proof shows a problem clearly after being checked by Urban Paws Life , the proof checking time shall not more than 6business days, and if the goods need to be returned to get a refund, Urban Paws Life should provide the buyer with a prepaid return label within 6business days of proof approval, and refund the order when the return shows in transit on the logistics website searched by tracking number buyer uploaded within 6business days. If the goods needn't be returned, Urban Paws Life should refund the order within 6business days of the refund request.
If proof is valid, and buyer requests redelivery, Urban Paws Life should redelivery within 10 business days of proof approval. Please note Urban Paws Life have the right to refund order if the redelivery products have no stocks, or buyers are able to reorder products when the products are restocked.
6.1 Invalid tracking information
If Urban Paws Life verifies the tracking number is wrong, and the supplier fails to provide the correct one within 8business days, Urban Paws Life will refund the order.
6.2 Untimely Tracking Info Updates
If there is no update of the tracking info for more than 14 business days after label created showing on logistic website, and the buyer applies for a refund, Urban Paws Life require supplier refund order within 6 business days since buyer request.
Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.
6.3 Too-long of Shipping Period
If the transit time exceeds the estimated delivery time by 20 days or more and the supplier fails to provide any valid tracking updated info, the buyer may apply for a refund. Urban Paws Life require supplier refund order within 6 business days as buyer request.
Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.
When encountering holidays, covid-19, abnormal weather, or other abnormal situations, the buyer shall contact Urban Paws Life@gmail.com or contact Urban Paws Life through their Urban Paws Life account with the order "Contact Message" option to solve the goods or logistics issue.
Urban Paws Life will try its best to assist buyers in these special circumstances in a timely manner. After notifying Urban Paws Life, Buyers should expect a decision from Urban Paws Life on these types of issues no later than four weeks.
If buyers are unsatisfied with the solution of the order after-sale issues, buyers have the responsibility to open a dispute with Urban Paws Life to help deal with the after-sale issues.
Last updated Oct 9, 2022 00:28:28 (PST)