CERLINTH MOOR LLC is committed to providing customers with high-quality pet toys and a satisfying shopping experience. If you are not satisfied with your purchase, you may submit a request in accordance with the following refund and return policy. All return and refund requests will be processed in compliance with this policy and applicable U.S. consumer protection laws.
- Return Period
Customers may submit a return request within 30 days of the delivery date. Please contact us via our customer service email within this period, providing your order number, purchase details, and the reason for the return.
Return requests submitted after this period may not be accepted, except where required by applicable law.
- Return Conditions
To ensure returned items meet processing requirements, please ensure the items satisfy the following conditions whenever possible:
The item is unused, in its original condition, and free from man-made damage.
The item, along with its accessories, packaging, and related components, is complete.
You can provide the order confirmation email, order number, or other valid proof of purchase.
The item complies with applicable hygiene, safety, and return requirements.
We will evaluate eligibility for returns on a case-by-case basis for pet toys that have been used, show signs of significant wear, are missing parts, or are damaged due to improper use. We will provide appropriate solutions in accordance with the law for items with quality defects, shipping damage, or incorrect shipments.
Nothing in these return conditions limits the rights consumers are entitled to by law.
- How to Request a Return
Please follow these steps to request a return:
Contact us via our customer service email.
Provide the order number, product name, reason for return, and any necessary photos.
Wait for customer service to confirm your request and provide return instructions.
Ship the item to the designated return address following the instructions provided by customer service.
Once the item is received and inspected, we will process the refund or provide another appropriate solution in accordance with this policy.
Please do not ship the item back until you have received return instructions to avoid delays in identifying or processing your package.
4. Return Address
4412 S LAVERGNE AVE
CHICAGO, IL 60638
- Return Shipping Costs
Product Quality Issues: If the product has quality defects, was damaged during transit, or was shipped incorrectly, we will—upon verification—cover the return shipping costs or provide a reasonable solution in accordance with applicable laws.
Non-Quality Issues: If a return is requested due to personal preference, accidental purchase, or reasons unrelated to product quality, the customer is generally responsible for return shipping costs, unless the website has made a different commitment or applicable laws dictate otherwise.
Delivery Issues: In cases of lost packages, non-receipt of goods, or other delivery problems, we will investigate the situation and provide an appropriate resolution in accordance with the law.
- Refund Processing Time
Upon receipt of the returned item, we will inspect its condition and confirm eligibility for a refund.
Review Period: The review process is typically completed within 3–5 business days of receiving the returned item.
Refund Initiation: Once the review is approved, we generally initiate the refund within 3–5 business days.
Funds Receipt: The time it takes for the refund to actually appear in your account depends on the original payment method and the processing speed of the bank or third-party payment provider.
Refunds are typically issued to the original payment method. If a refund to the original method is not possible due to payment channel restrictions, we will consult with the customer on an appropriate resolution while complying with relevant legal requirements.
- Damaged, Incorrect, or Defective Items
If the pet toy you receive is damaged, defective, incorrect, or differs significantly from the order description, please contact us as soon as possible and provide your order number along with relevant photos.
Upon verification, we will offer an exchange, refund, replacement, or other reasonable solution based on the specific circumstances. Customers’ statutory rights remain unaffected by these terms.
- Items Ineligible for Return
Items that do not qualify for return due to improper use, unauthorized modification, accidental damage, or normal wear and tear may not be eligible for processing under our standard return procedure. For products involving hygiene, safety, or other special circumstances, we will handle matters in accordance with the nature of the product, the return conditions clearly disclosed on the website, and applicable laws; nothing in these terms excludes return or refund requests that are legally required.
- Order Cancellation
If you need to cancel an order, please contact us as soon as possible before the items are shipped. We will make every effort to assist with the cancellation if the order has not yet entered the processing stage; if the order has already been shipped, you may need to process the return in accordance with our return policy.
For successfully cancelled orders that have already been paid for, we will process refunds using the original payment method and in compliance with applicable laws.
Thank you for choosing CERLINTH MOOR LLC. We value feedback from every customer and continuously strive to improve product quality and the shopping experience.