Return & Refund Policy

Return & Refund Policy

Our Commitment to Customer Satisfaction

At Utopgrace™, we want every customer to feel confident when shopping with us. If something isn't quite right with your purchase, we're here to help.

This policy outlines the conditions for returns, refunds, and related requests.

1. Return Eligibility

Most products may be eligible for return within 30 days of the delivery date.

To qualify for a return, the item must:

✔ Be unused and in its original condition

✔ Include original packaging and accessories

✔ Be free from damage caused after delivery

✔ Be accompanied by proof of purchase or order confirmation

Items that do not meet these requirements may not be eligible for return.

2. Requesting a Return

Before returning any item, please contact our support team for return authorization.

📧 Email: service@utopgrace.com

To help us process your request, please provide:

  • Order number

  • Product name

  • Reason for return

  • Supporting photos (if applicable)

Once approved, return instructions will be provided.

Important

Returns sent without prior authorization may not be accepted or processed.

3. Damaged, Defective, or Incorrect Items

Please inspect your package promptly upon delivery.

If you receive:

  • A damaged product

  • A defective item

  • An incorrect item

  • Missing components

Please contact us within 72 hours of delivery.

Providing clear photographs of the issue will help us review your request more efficiently.

4. Non-Returnable Items

Certain products may not qualify for return, including:

  • Personalized or custom-made products

  • Gift cards

  • Digital products

  • Products showing excessive use

  • Final-sale or clearance items where indicated

Shipping charges paid during checkout are generally non-refundable unless otherwise required by law.

If you are uncertain whether a product qualifies for return, please contact us before submitting a request.

5. Exchanges

We currently do not process direct product exchanges.

Customers who would like a different item may:

  1. Submit a return request for the original product (if eligible).

  2. Place a new order for the preferred item.

This process helps ensure faster service and inventory availability.

6. European Union Consumer Rights

For customers residing within the European Union, additional consumer protections may apply.

Eligible customers may have the right to cancel or return a purchase within 14 days of delivery, subject to applicable laws.

To qualify:

  • Products must remain unused

  • Original packaging must be included

  • Proof of purchase must be provided

These rights apply independently of our standard return policy where required by law.

7. Refund Approval & Processing

After a returned item is received, it will be reviewed to confirm eligibility.

Once the inspection is completed, we will notify you regarding the outcome of your request.

Approved Refunds

If approved:

💳 Refunds will be issued to the original payment method.

💳 Most refunds are processed within 5–10 business days.

💳 Processing times may vary depending on your financial institution or payment provider.

8. Delayed Refunds

If you have not received your refund after approval:

  1. Review your bank account.

  2. Check your payment card statement.

  3. Contact your bank or payment provider.

If more than 15 business days have passed since refund approval, please contact us.

📧 service@utopgrace.com

9. Return Shipping Instructions

Return instructions will only be provided after a return request has been approved.

Customers should not ship products to any address unless directed by our support team.

Unauthorized returns may:

  • Experience delays

  • Be refused by the receiving facility

  • Be returned to the sender

10. Cancellation Requests

If you wish to cancel an order, please contact us as quickly as possible.

Cancellation requests should be submitted within 12 hours of placing the order.

Once an order has entered processing or shipment preparation, cancellation may no longer be available.

Need Assistance?

If you have any questions regarding returns, refunds, damaged items, or order concerns, our customer support team is happy to assist.

Utopgrace™ Customer Support

Company Name: Pete's Pet Supply

Email: service@utopgrace.com

Customer Service Hours: Monday – Friday, 9:00 AM – 6:00 PM (PST)

Thank you for choosing Utopgrace™. We appreciate the opportunity to serve you and your pets.