At decspetsltd, accessible via www.decspetsltd.com, we strive to deliver high-quality sound pet toys to our customers across Europe. This Return and Refund Policy outlines your rights as a consumer and specifies the terms governing order delivery, returns, and refunds.
This policy fully complies with applicable European Consumer Rights Directive (2011/83/EU) regulations and standard payment processor guidelines, including those for Visa, Mastercard, American Express, Apple Pay, Google Pay, and other digital wallet payment methods.
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1. Payment Methods
All financial transactions on www.decspetsltd.com are processed securely. We accept payment via:
Credit and Debit Cards: Visa, Mastercard, American Express
Digital Wallets: Apple Pay, Google Pay, and supported e-wallets
Your chosen payment technique will be billed upon order confirmation. Refunds, when issued, will be processed strictly back to the original method of payment used during the initial purchase.
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2. Right of Withdrawal (14-Day Cooling-Off Period)
In accordance with European Union consumer law, customers residing within the European Union / European Economic Area possess the legal Right of Withdrawal.
Timeline: You have the right to cancel your purchase and return your product within 14 calendar days from the day on which you (or a third party designated by you, other than the carrier) physically receive the goods.
Notification: To exercise your right of withdrawal, you must inform us of your decision by submitting a clear written statement via email to sound@decspetsltd.com prior to the expiry of the 14-day period.
Condition of Items: To remain eligible for a standard withdrawal return, items must be in their original, unused condition, with original tags and packaging intact.
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3. Return Shipping Instructions & Address
If you are returning an item under the 14-day Right of Withdrawal or another agreed-upon return scenario, please strictly follow these procedures:
1. Contact our customer support team at sound@decspetsltd.com to initiate the return process and receive your specific authorization code.
2. Package the item securely to avoid damage during transit.
3. Send the item to our designated return facility:
decspetsltd Return Processing Centre
Attn: Customer Returns Department
Email Contact: sound@decspetsltd.com
(Please contact support prior to dispatch to receive the appropriate facility address details for your region).
Note: Unless the product supplied was damaged or defective upon receipt, the customer bears the direct standard cost of returning the goods to our facility.
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4. Damaged, Defective, or Incorrect Items
We take great care in delivering items in pristine condition. However, if your received item arrives with a defect or visual damage:
No Physical Return Required: You do not need to ship the damaged item back to us.
Required Evidence: Simply email our customer support team at sound@decspetsltd.com within 14 days of receipt. Attach clear photographic or video evidence demonstrating the issue along with your original order identifier.
Resolution: Upon review and validation of the evidence provided, decspetsltd will promptly offer you either:
A full refund credited to your original payment method (Visa, Mastercard, American Express, Apple Pay, Google Pay, or digital wallet), or
A replacement item dispatched at no additional charge.
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5. Delivery Issues & Logistics Inquiries
decspetsltd partners with established logistics and courier companies, including international express and priority delivery providers such as DHL, FedEx, and UPS.
Delayed Shipments: If your delivery exceeds the estimated delivery timeframe provided at checkout, please contact us at sound@decspetsltd.com.
Investigation Process: Upon notification, decspetsltd will immediately initiate an official investigation with the carrier (DHL, FedEx, UPS, or relevant courier) to locate the shipment.
Remedies for Lost Orders: If the carrier investigation confirms that the package is officially lost or subjected to irrecoverable delay, decspetsltd will offer a full refund to your original payment account or arrange a complimentary re-shipment of your order.
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6. Processing Time for Refunds
Once a return shipment is received at our facility or photo evidence of a defective item is accepted, our team will inspect the request and notify you of the approval status.
Approved refunds are submitted to your card issuer or payment service provider immediately.
Depending on your financial institution or digital wallet provider (Visa, Mastercard, American Express, Apple Pay, Google Pay), funds typically reflect in your account within 5 to 10 business days.
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7. Customer Support Contact
For all inquiries regarding orders, returns, shipping statuses, or refunds, please reach out to decspetsltd directly:
Brand / Store Name: decspetsltd
Website: www.decspetsltd.com
Customer Support Email: sound@decspetsltd.com
Return Address:Griffith Industrial Park, Ardcavan, Co. Wexford, Y35 DX98, Ireland