Refund policy

Return and Refund Policy

We want you to be completely happy with your purchase. If for any reason you are not satisfied, we are here to help.

Returns

You have 30 days from the date of delivery to request a return. To be eligible for a return, your item must be unused, unopened, and in the same condition that you received it. It must also be in the original packaging.

We do not accept returns on opened or partially used products due to hygiene reasons. This does not affect your statutory rights as a UK consumer.

To start a return, please contact us at info@doctoraltheaofficial.com with your order number and reason for return. We will respond within 2 business days with return instructions.

Return shipping costs are the responsibility of the customer unless the item arrived damaged, defective, or incorrect.

Refunds

Once we receive and inspect your returned item, we will notify you by email. If your return is approved, your refund will be processed within 5 to 7 business days back to your original payment method.

Please note that original shipping charges are non-refundable unless the return is due to our error.

If you have not received your refund after 7 business days, please check your bank account and contact your card provider before reaching out to us as processing times may vary.

Damaged or Incorrect Items

If your order arrived damaged, defective, or you received the wrong item, please contact us within 48 hours of delivery at info@doctoraltheaofficial.com with your order number and a photo of the issue. We will arrange a replacement or full refund at no cost to you.

Exchanges

We do not offer direct exchanges at this time. If you would like a different item, please return your original order for a refund and place a new order separately.

Non-Returnable Items

The following items cannot be returned or refunded:

Opened or used skincare products
Gift cards
Items purchased during final sale promotions

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at shoptheamericanpet@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at shoptheamericanpet@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at shoptheamericanpet@gmail.com.

Your Consumer Rights

As a UK customer you are protected under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Nothing in this policy affects your statutory rights.

Contact Us

If you have any questions about our return and refund policy please contact us at:

Email: info@doctoraltheaofficial.com
Website: www.doctoraltheaofficial.com
Response time: Within 2 business days