Return/Exchange/Refund Policy & Terms of Use

At Aristopetsstore, we want you to feel completely confident when shopping with us. We understand that ordering online can feel uncertain, so we are here to help every step of the way. While we hope you love your items as much as we do, we understand that sometimes a return or exchange may be necessary, and we strive to make the process as smooth as possible.

Refund/Exchange Guarantee

If you change your mind about an item you’ve purchased, we will refund the purchase price (excluding shipping costs) or exchange the product, subject to the following conditions:
1. The item is unworn, unwashed, and unused.
2. The item is returned in its original packaging.
3. The item arrives back to us within 30 days of receipt. If meeting this deadline is an issue, please contact us as soon as possible so we can assist.

How to Return or Exchange an Item:

All return or refund requests are processed by our Support Team. Please contact us via the Contact Us page or email us at support@aristopetsstore.com.

Before returning an item, you must receive a Return Authorization Number (RA Number) from our Support Team. This number must be included with your return. Our team will also provide instructions on the nearest location to return your item(s).

Please note:
• We work with several freight forwarders to offer competitive shipping rates, but this may mean you cannot return the item locally. If no closer location is available, we will require returns to be sent back to our headquarters.
• We are based in Germany. If a local return isn’t possible, please contact us for alternative options.

Refunds:
• Refunds will be issued for the purchase price of the item, excluding shipping charges and/or discounts.
• Refunds will be processed within 5–7 business days after we receive and inspect the returned item.
• Refunds can only be processed to the original payment method. For security reasons, we cannot refund to a different credit or debit card.

Exchanges:
If you would like to exchange an item for the same product, email us at [your email] for instructions. In certain cases, if an exchange isn’t possible, we may offer store credit.

Important Notes:
• We cannot process returns, refunds, or exchanges after 90 days from the delivery date. Please contact us promptly to avoid delays.
• Each case is unique, so if you have any concerns, please reach out to our Support Team at lolostorebcd@gmail.com

Printed-to-Order Clothing & Engraved Jewelry Exceptions
Some items in our store are custom-made and therefore have specific return/exchange policies:
1. Printed-to-Order Clothing:
• These items are made especially for you and are non-returnable, except in cases of defects.
• Please double-check the sizing charts before placing your order to ensure the best fit.
• Final sale items will be clearly marked in the product description.
2. Engraved Jewelry:
• Due to their personalized nature, engraved jewelry items are not eligible for return.

For both of the above categories, we understand concerns may arise. We are happy to explore alternative solutions with you. If you have questions about your order or are considering a purchase and want clarification on the return process, please contact us at support@aristopetsstore.com.

Important Note:
Exchanges for Buy One Get One Free promotions require items to be returned to our headquarters.

Damaged or Faulty Items
In the rare event that your item arrives in an unsatisfactory condition or is damaged, we will resolve the issue promptly. To process your claim:
1. Please contact our Support Desk and provide photos of the issue.
2. Each case will be reviewed individually. Depending on the severity of the issue, we may offer:
• A replacement
• An exchange
• A full refund

Decisions are made at the discretion of our Management Team.
Additional Notes:
• Slight color or shade variations may occur due to differences in device screens (e.g., mobile/tablet tint/contrast). We strive to display our products as accurately as possible.
• Refunds will not be issued for superficial damage caused by pets after delivery (e.g., ripping, scratching, or tearing).
• If your pet is unfamiliar with certain items (e.g., collars), we recommend introducing them gradually under supervision to avoid potential damage.

For assistance, contact us at support@aristopetsstore.com.

Return/Refund Shipping Costs
• Refunds are issued for the full amount paid for the item, excluding shipping costs.
• Customers are responsible for covering the shipping costs when returning an item.
• At this time, we do not provide return labels.

For more information, please contact us at support@aristopetsstore.com.

Address Errors
Please double-check your address when entering your details at checkout.
• If you provide an incorrect address, move, or need to change a product size/style after your order has been shipped, we may not be able to accommodate the changes or offer a refund.
• Contact us immediately if you notice an error so we can assist by contacting the warehouse.

Note: If we can resend your order to a corrected address, you will need to cover any re-shipping or restocking fees.

Forwarded Addresses
We are only responsible for delivery to the address provided at the time of purchase.
• If you forward your package to a new address after it leaves us, any additional redirection fees are your responsibility.
• If the forwarded package is lost or cannot be located, we cannot issue a refund or send a replacement, as such packages are typically not returned to us.

Please contact us immediately if you have concerns, and we will assist as best we can. Reach out to support@aristopetsstore.com for support.

Orders Marked as Delivered by Domestic Postal Service
If an item is marked as successfully delivered by your country’s postal service (e.g., USPS, Canada Post, Royal Mail, AusPost, etc.) to the address provided at checkout but has not arrived to you, we will work to resolve the issue.
• In most cases, we can resend a replacement order (this is at our discretion).
• However, we cannot issue refunds for orders marked as delivered.

Please contact us immediately at [your email], providing all relevant details. Each case is unique, and we will do our best to assist you.

Delayed Orders
We aim to deliver all orders within the timeframe listed on our shipping information page.
• Occasionally, delays can occur due to unforeseen circumstances. While we understand the frustration, we cannot cancel or refund orders that are trackable and still in transit.
• If an item is significantly delayed or misplaced, we are committed to resolving the issue on a case-by-case basis.

If you have concerns about your order or tracking number, please contact us at support@aristopetsstore.com for further assistance.

Clearance & Final Sale Items
• Only regular-priced items are eligible for refunds.
• Items marked as Clearance or Final Sale cannot be refunded unless they are found to be defective.

If you have questions about a clearance or final sale item, please contact us before purchasing at support@aristopetsstore.com.