Orders & Refunds

Returns 
Our policy is that we will provide each customer with a 100% refund if the return is initiated by the customer within 10 working days of receiving the purchased item. If more than 10 working days have gone by since receiving your purchase, unfortunately, we are unable to offer you a refund or exchange. 

To initiate the return process, please email us at support@pounceandplay.com and our customer service agent will provide you with the next steps.  

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

Non-returnable items: 
- Pet Health Products

There are certain situations where only partial refunds are granted (if applicable) 
- Any item not in its original condition is damaged or missing parts for reasons not due to our error 

Refunds (if applicable) 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next, contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at support@pounceandplay.com

Exchanges (if applicable) 
We do not process exchanges.