Refund policy

 

Last Updated: November 01, 2025

 

1. Our Commitment

At Liftcel, we stand behind the quality of our premium pet accessories. We want you to be completely satisfied with your purchase. This Return and Refund Policy outlines the terms and conditions for returning products and receiving refunds.

2. 30-Day Money-Back Guarantee

We offer a 30-day money-back guarantee on all purchases. If you are not completely satisfied with your product, you may return it within 30 days of the delivery date for a full refund, subject to the terms and conditions outlined in this policy.

3. Return Eligibility Requirements

3.1 Timeframe

  • Products must be returned within 7 days from the date of delivery

  • Return requests must be initiated within the 30-day money-back guarantee period

  • The 30-day guarantee begins from the date of delivery, not the date of purchase

3.2 Product Condition

Products must be:

  • Unused and unworn

  • In original, resalable condition

  • Free from any signs of wear, damage, stains, odors, or alterations

  • In original packaging with all tags, labels, and accessories attached

  • Accompanied by the original receipt or proof of purchase

3.3 Non-Returnable Items

The following items cannot be returned or refunded:

  • Products damaged due to misuse, abuse, or improper care

  • Products with removed tags or labels

  • Products that have been worn or used

  • Products returned after 7 days from delivery date

  • Sale or clearance items (unless defective)

  • Gift cards or promotional items

  • Personalized or customized products

4. Defective or Damaged Products

4.1 Reporting Defects

If you receive a defective or damaged product, you must report it within 48 hours of delivery to be eligible for a refund or replacement. Claims made after 48 hours may not be honored.

4.2 What Constitutes a Defect

Defective products include:

  • Manufacturing defects (broken buckles, torn fabric, faulty hardware)

  • Products that do not match the description on our website

  • Products damaged during shipping

  • Products missing components or accessories

  • Products with significant quality issues

4.3 Reporting Process

To report a defective or damaged product:

  • Contact us at liftcel@outlook.com within 48 hours of delivery

  • Include your order number and detailed description of the defect or damage

  • Provide clear photographs showing the defect or damage from multiple angles

  • Provide photographs of the packaging if damage occurred during shipping

4.4 Resolution for Defective Products

Once we verify the defect or damage, you may choose:

  • Full refund to your original payment method

  • Replacement product at no additional cost

  • Store credit for the full purchase amount

We will cover return shipping costs for defective or damaged products.

5. Return Process

5.1 Initiating a Return

To initiate a return:

  • Contact us at liftcel@outlook.com with your order number

  • State the reason for your return

  • Wait for our return authorization and instructions

  • Do not return products without prior authorization

Returns sent without authorization may not be processed and may not be eligible for refund.

5.2 Return Authorization

Once we receive your return request, we will:

  • Review your request within 1–2 business days

  • Provide return authorization if your request meets our eligibility requirements

  • Send you return shipping instructions and address

  • Provide you with a Return Merchandise Authorization (RMA) number

5.3 Packaging Your Return

When returning products:

  • Use the original packaging whenever possible

  • Ensure the product is securely packaged to prevent damage during transit

  • Include your RMA number inside the package

  • Include a copy of your order confirmation or receipt

  • Remove or cover any original shipping labels

5.4 Return Shipping

  • You are responsible for return shipping costs unless the product is defective or we made an error

  • We recommend using a trackable shipping method and purchasing shipping insurance

  • You bear the risk of loss during return shipping

  • We are not responsible for lost or damaged returns

  • Keep your tracking number and shipping receipt

5.5 Return Address

Return address will be provided in your return authorization email. Do not send returns to any address other than the one provided in your authorization.

6. Refund Process

6.1 Processing Time

Once we receive your returned product:

  • We will inspect the product within 4–5 business days

  • If approved, your refund will be processed within 4–5 business days after inspection

  • Total processing time is approximately 8–10 business days from when we receive your return

6.2 Inspection and Approval

We will inspect returned products to ensure they meet our return eligibility requirements. Returns may be rejected if:

  • The product shows signs of use or wear

  • The product is damaged or missing components

  • Original packaging or tags are missing

  • The return is received after 7 days from delivery date

  • The product does not match the item originally ordered

If your return is rejected, the product will be shipped back to you at your expense, and no refund will be issued.

6.3 Refund Method

Approved refunds will be issued to your original payment method:

  • PayPal refunds typically appear within 3–5 business days

  • Bank processing times may vary and can take an additional 5–10 business days

  • We cannot expedite processing times by your financial institution

6.4 Refund Amount

  • Full purchase price of the product will be refunded

  • Original shipping costs are non-refundable (unless the product was defective or we made an error)

  • Return shipping costs paid by you are non-refundable

  • If you received free shipping on your original order, the actual shipping cost will be deducted from your refund

6.5 Partial Refunds

Partial refunds may be issued in the following situations:

  • Products showing minor signs of use or handling

  • Products returned without original packaging

  • Products with minor damage not reported within 48 hours

  • Products returned after 7 days but within 30 days (at our discretion)

The amount of the partial refund will be determined at our sole discretion based on the condition of the returned product.

7. Exchanges

7.1 Exchange Policy

We do not offer direct exchanges. If you would like a different product:

  • Return your original product following our return process

  • Place a new order for the desired product

  • Once your return is approved and refunded, you will have the funds to complete the new purchase

7.2 Exception for Defective Products

If you receive a defective product and prefer a replacement of the same item, we will ship a replacement at no additional cost once we receive and verify the defect.

8. Refused or Undeliverable Packages

8.1 Refused Deliveries

If you refuse delivery of your order:

  • Original shipping costs will not be refunded

  • Return shipping costs will be deducted from your refund

  • A restocking fee of 20% may be applied

  • You must contact us within 24 hours of refusing delivery

8.2 Undeliverable Packages

If your package is returned to us as undeliverable due to:

  • Incorrect address provided by you

  • Failure to collect package from delivery location

  • Refusal of customs fees or import duties

Original and return shipping costs will be deducted from your refund, and a 20% restocking fee may apply.

9. Lost or Stolen Packages

9.1 Our Responsibility

We are not responsible for packages that are:

  • Lost after confirmed delivery by the carrier

  • Stolen from your delivery location

  • Delivered to the address you provided

9.2 Claims Process

If your package is lost or stolen:

  • Contact the shipping carrier directly to file a claim

  • Contact us at liftcel@outlook.com for assistance

  • Provide your tracking number and order details

  • File a police report if the package was stolen

We will assist with carrier claims but cannot guarantee reimbursement for lost or stolen packages after delivery.

10. Restocking Fees

Restocking fees may apply in the following situations:

  • Returns made after 7 days from delivery date: 15% restocking fee

  • Refused deliveries: 20% restocking fee

  • Packages returned as undeliverable due to customer error: 20% restocking fee

  • Products returned without authorization: 25% restocking fee

  • Products showing minor signs of use: 20–30% restocking fee

Restocking fees will be deducted from your refund amount.

11. International Returns

11.1 International Return Policy

International customers (excluding India, where we do not ship) may return products following the same terms outlined in this policy.

11.2 Additional Considerations

  • You are responsible for all return shipping costs

  • We recommend using a trackable international shipping method

  • You are responsible for any customs fees, duties, or taxes incurred during return shipping

  • International returns may take longer to process due to customs clearance

  • Original customs fees and import duties are non-refundable

12. Special Circumstances

12.1 Wrong Item Shipped

If we ship you the wrong item:

  • Contact us immediately at liftcel@outlook.com

  • We will provide a prepaid return label

  • We will ship the correct item at no additional cost

  • Full refund will be provided if you prefer not to receive the correct item

12.2 Missing Items

If items are missing from your order:

  • Contact us within 48 hours of delivery

  • Provide your order number and list of missing items

  • We will ship missing items at no additional cost or provide a partial refund

12.3 Order Cancellations

  • Orders can be cancelled before shipment without penalty

  • Once an order has shipped, cancellation is subject to our return policy

  • Contact liftcel@outlook.com immediately to request cancellation

  • Refunds for cancelled orders are processed within 3–5 business days

13. Fraudulent Returns

We reserve the right to refuse returns or issue refunds if we suspect fraudulent activity, including but not limited to:

  • Excessive returns or refund requests

  • Returning items not purchased from Liftcel

  • Returning damaged or used items while claiming they are unused

  • Providing false information about product condition

  • Abuse of our return policy

Accounts suspected of fraudulent activity may be suspended or terminated, and legal action may be taken.

14. Exceptions and Modifications

Liftcel reserves the right to make exceptions to this policy on a case-by-case basis at our sole discretion. Any exceptions made do not create a precedent or modify this policy for future transactions.

We may modify this Return and Refund Policy at any time. Changes will be effective immediately upon posting to our website with a new "Last Updated" date. Your continued use of our Services after changes constitutes acceptance of the modified policy.

15. Contact Information

For return requests, questions, or concerns regarding this policy, please contact us at:

Email: liftcel@outlook.com
Response Time: We respond to all return inquiries within 1–2 business days.

When contacting us, please include:

  • Your order number

  • Reason for return

  • Photographs of the product (if applicable)

  • Any relevant tracking information

16. Customer Satisfaction

While we have outlined specific terms and conditions for returns and refunds, customer satisfaction is our priority. If you have any concerns about your purchase, please contact us at liftcel@outlook.com, and we will work with you to find a satisfactory resolution.

17. Legal Rights

This Return and Refund Policy does not affect your statutory rights under applicable consumer protection laws. If local laws provide you with greater rights than those outlined in this policy, those laws shall apply.

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