Sage Ridge Ventures LLC is committed to providing high-quality pet products and a satisfying shopping experience. If you are not satisfied with your purchase or if the item you received has a quality issue, we offer after-sales support in accordance with the following return and refund policy.
- Return Period
Customers may submit a return request within 30 days of receiving their items.
Before initiating a return, please contact us via our customer service email, providing your order number, the name of the item(s), and the reason for the return. Please do not return any items without prior confirmation from us.
2. Return Conditions
To ensure that returned items meet our processing requirements, please adhere to the following conditions:
- Items must remain in their original condition, showing no signs of unreasonable use or damage caused by the user.
- Items should, whenever possible, be returned in their original packaging, including all original accessories and documentation.
- Items must not show clear signs of use that would prevent them from being resold.
- Returns initiated for personal reasons must still meet the applicable return criteria.
- In cases involving quality issues, damage during transit, or the receipt of an incorrect item, please provide relevant photographs to support your claim.
Returns may not be accepted in the following circumstances: - Items damaged due to user action.
- Items that have been clearly used, rendering them unsuitable for resale.
- Returns missing essential accessories or components.
- Requests made after the specified return period, unless an exception applies under applicable law.
For certain items—such as those concerning hygiene, safety, or pet health—we may impose reasonable restrictions on returns, depending on the nature of the product and relevant legal requirements.
- Return Shipping Costs
Responsibility for return shipping costs is determined by the reason for the return:
- Quality Issues: If an item has a manufacturing defect, was damaged during transit, or is incorrect, we will cover the reasonable costs of return shipping.
- Non-Quality Issues: If a return is requested for personal reasons (e.g., you do not like the product, selected the wrong size, or simply changed your mind), the customer is responsible for the return shipping costs.
We recommend that customers use a trackable shipping service to monitor the status of their return shipment. 4. Refund Processing
Once we have received the returned item(s) and completed our inspection, we will notify you via email regarding the outcome of your refund request. - Refunds are typically initiated within 3–5 business days after the returned item(s) have been accepted.
- In principle, all refunds will be issued to the original payment method used for the purchase.
- The actual time it takes for funds to appear in your account may vary depending on the processing times of your bank, credit card issuer, or third-party payment provider.
- For items eligible for a refund, the amount returned will be equal to the actual price paid.
- Whether original shipping costs are refunded depends on the reason for the return and applicable laws.
- Exchange Policy
If an item you received is defective or if you need to exchange it for a different specification, please contact us first to confirm whether an exchange is possible.
Exchanges are subject to product availability and the specific details of your order. If the same item is unavailable, we will assist you in arranging an appropriate refund.
6. Order Cancellation
If you wish to cancel an order, please contact us via our customer service email as soon as possible.
- Orders that have not yet been processed or shipped may be cancelled.
- Orders that have already been shipped generally cannot be cancelled directly; in such cases, you must follow the return policy to initiate a return.
- If an order is already in the shipping/delivery process, we will provide assistance based on the specific circumstances.
- Damaged or Incorrect Items
If an item arrives damaged, is missing, or does not match your order, please contact us as soon as possible after receipt.
To help us expedite the process, please provide:
- Your order number.
- A detailed description of the issue.
- Clear photographs of the item(s) and the outer packaging.
- If necessary, photographs of the shipping packaging and the shipping label.
Once we have verified the situation, we will provide an appropriate solution, such as a replacement, an exchange, or a refund.
- Return Address
All returns must be approved by our customer service team in advance and sent according to the return instructions provided by them. Return Shipment Information:
- Company Name: Sage Ridge Ventures LLC
- Return Address: 2911 MORNING BROOK WAY
PEARLAND, TX 77584
We value every customer’s shopping experience and are committed to providing you with fair, transparent, and convenient after-sales service.
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