Refund Policy

Refund Policy

Last Updated: 09/10/2024

1. Introduction

At genghiscollar.com, operated by MAFHH International Ltd, we value your satisfaction and strive to provide the best products and services for your canine companions. This Refund Policy outlines our guidelines for returns, refunds, and exchanges.

2. Eligibility for Refunds

2.1 Physical Products

  • Unused and unopened products in original packaging can be returned within 30 days of purchase for a full refund.
  • Used or opened products may be eligible for a partial refund or store credit, subject to inspection.
  • Personalized or custom-made items are not eligible for return unless defective.

2.2 Digital Products

  • Due to the nature of digital products, refunds are generally not provided once the product has been downloaded or accessed.
  • If you experience technical issues with a digital product, please contact our support team for assistance before requesting a refund.

2.3 Services

  • Dog training or consultation services may be eligible for a refund if cancelled at least 48 hours before the scheduled appointment.
  • Partially completed services may be eligible for a pro-rated refund at our discretion.

3. Refund Process

  1. To initiate a refund, please contact our customer service team at [support@genghiscollar.com] within 30 days of your purchase.
  2. Provide your order number, the item(s) you wish to return, and the reason for the return.
  3. Our team will review your request and provide instructions for returning the item(s) if eligible.
  4. Once we receive and inspect the returned item(s), we will process your refund.
  5. Refunds will be issued to the original payment method used for the purchase.

4. Shipping Costs

  • For eligible returns, the cost of shipping the item back to us is the responsibility of the customer, unless the return is due to our error (e.g., you received an incorrect or defective item).
  • Original shipping costs are non-refundable unless the return is due to our error.

5. Exceptions

  • Items marked as “Final Sale” or “Non-Returnable” at the time of purchase are not eligible for refunds or exchanges.
  • Refunds may not be issued for reasons beyond our control, such as force majeure events or third-party service failures.

6. Exchanges

  • If you wish to exchange an item for a different size, color, or model, please follow the return process and place a new order for the desired item.
  • Exchanges are subject to product availability.

7. Damaged or Defective Items

  • If you receive a damaged or defective item, please contact us immediately at [support@genghiscollar.com].
  • We may request photos of the damaged item to process your claim more efficiently.
  • Damaged or defective items will be replaced or refunded at our discretion, including shipping costs.

8. Gift Returns

  • For gifts purchased from our website, we can issue store credit to the gift recipient.
  • The gift recipient should contact our customer service team to initiate the return process.

9. Specific Exclusions and Product Use Guidelines

9.1 Water Damage

  • We do not cover any damage due to water. Our products are not designed to be waterproof or water-resistant unless explicitly stated. Any damage caused by exposure to water, including but not limited to submersion, rain, or washing, is not eligible for refund or replacement.

9.2 Chewing Damage

  • We do not cover any damage due to chewing. While our products are designed for use with dogs, they are not chew toys. Damage caused by a dog chewing on collars, leashes, or any other products is not eligible for refund or replacement.

9.3 Tie-Out Use

  • We love all breeds, but our leashes and collars are not built to be used as tie-outs on trees, fences, or any other fixed objects. Using our products in this manner may compromise their integrity and safety. Any damage or product failure resulting from such use is not covered under our refund or replacement policy.

9.4 Proper Use

  • To ensure the safety of your dog and the longevity of our products, we strongly recommend using all items as intended and described in their respective product descriptions. Improper use may void your eligibility for refund or replacement.

10. Right to Refuse Refunds

MAFHH International Ltd reserves the right to refuse a refund if:

  • The return is not initiated within the specified timeframe.
  • The item shows signs of wear, damage, or misuse beyond reasonable inspection.
  • The return does not comply with the conditions outlined in this policy.
  • The damage falls under the specific exclusions listed in Section 9.