Return Policy

Our Commitment to Quality

At Naturaluhandmade, we take pride in handcrafting each pet toy with care and attention to detail. We want you and your pet to be completely satisfied with your purchase. If you're not happy with your order, we're here to help.

This Return Policy outlines our procedures for returns, exchanges, and refunds. Please read it carefully before making a purchase.

Return Window

You may return eligible items within 30 days of receiving your order. Returns requested after 30 days from the delivery date cannot be accepted.

To be eligible for a return:

• Items must be unused and in their original condition
• Items must be in the original packaging when applicable
• Proof of purchase (receipt or order confirmation) must be provided
• Items must show no signs of wear, damage, or pet use

Items Eligible for Return

The following items may be returned if they meet the conditions outlined above:

• Unused pet toys in original condition
• Items with manufacturing defects or damage upon arrival
• Incorrect items shipped due to our error

Non-Returnable Items

For health and safety reasons, the following items cannot be returned or exchanged:

• Toys that have been used by pets or show signs of use
• Items damaged by the customer or pet after delivery
• Custom-made or personalized toys created to your specifications
• Items purchased during special clearance sales (unless defective)
• Gift cards or store credit

How to Initiate a Return

To start the return process, please follow these steps:

1. Contact Us: Reach out within 30 days of receiving your order via phone (+17733427149) or email (pawtoysqB7@naturaluhandmade.world)
2. Provide Details: Include your order number, reason for return, and photos of the item if applicable
3. Await Authorization: We'll review your request and provide return instructions within 2 business days
4. Ship the Item: Pack the item securely in its original packaging and ship to the address provided
5. Receive Confirmation: Once we receive and inspect the return, we'll process your refund or exchange

Important: Do not ship items back without contacting us first. Unauthorized returns may not be accepted.

Return Shipping

Standard Returns

For returns due to change of mind or preference, customers are responsible for return shipping costs. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot be held responsible for items lost or damaged in transit.

Defective or Incorrect Items

If you receive a defective item or we shipped the wrong product, we will cover the cost of return shipping. We'll provide a prepaid shipping label or reimburse your return shipping costs upon receipt of the item.

Return Address

Return address will be provided when your return is authorized. Please do not send items to our studio address without prior approval.

Refunds

Processing Time

Once we receive your return and verify that it meets our return criteria, we will process your refund within 5-7 business days. Refunds will be issued to the original payment method used for the purchase.

Please note that it may take additional time for your financial institution to process the refund and for the credit to appear in your account.

Refund Amount

Your refund will include:

• The purchase price of the returned item(s)
• Original shipping costs (if the return is due to our error or a defective item)

Your refund will not include:

• Return shipping costs (unless the return is due to our error or a defective item)
• Original shipping costs for standard returns due to change of mind

Partial Refunds

In some cases, only partial refunds may be granted:

• Items showing obvious signs of use beyond inspection
• Items returned more than 30 days after delivery
• Items not in their original condition or missing packaging

Exchanges

We're happy to exchange items for a different size, color, or style if available. To request an exchange:

1. Contact us using the same process as returns
2. Specify which item you'd like to exchange for
3. Return the original item following our return instructions
4. Once received and inspected, we'll ship the replacement item

If there's a price difference between the items, we'll either charge the difference or issue a partial refund.

Please note that exchanges are subject to product availability. If your desired replacement is out of stock, we'll offer a refund or alternative option.

Damaged or Defective Items

We carefully inspect each handcrafted toy before shipping. However, if you receive an item that is damaged or defective:

1. Inspect Upon Delivery: Check your order immediately when it arrives
2. Document the Issue: Take clear photos of the damage or defect
3. Contact Us Quickly: Report the issue within 7 days of delivery
4. Provide Information: Send photos and a description of the problem

We'll work with you to resolve the issue by offering:

• A replacement item at no additional cost
• A full refund including shipping costs
• Store credit for a future purchase

Custom and Personalized Orders

Custom-made or personalized pet toys are created specifically to your requirements and cannot be returned unless there is a manufacturing defect or error on our part.

Before we create custom items, we'll confirm all details with you. Please review specifications carefully, as custom orders are final once production begins.

If a custom item arrives with defects or doesn't match the agreed specifications, we'll work with you to make it right by offering a replacement or full refund.

Lost or Stolen Packages

We are not responsible for packages marked as delivered by the shipping carrier but not received by you. If your package shows as delivered but you haven't received it:

1. Check with neighbors or household members
2. Look around your delivery area for safe placement
3. Contact the shipping carrier directly to file a claim
4. Reach out to us, and we'll do our best to assist

We recommend adding signature confirmation to your order for valuable purchases.

International Returns

If you're located outside the United States and need to return an item:

• Contact us to discuss return options before shipping
• Be aware that international return shipping can be costly
• You are responsible for any customs fees or import duties on returned items
• Returns may take longer to process due to international shipping times

We'll work with you to find the best solution for international return situations.

Questions About Returns?

If you have questions about our return policy or need assistance with a return, please contact us. Our team is here to help ensure you have a positive experience.

We typically respond to return inquiries within one business day.