| Dog-Gates.com Returns Policy
Within 30 days of receipt of your shipment (including gifts), you may return any of the following items, for any reason, for a full refund. Please note that you will be responsible for return shipping costs which may exceed what we originally charged for shipping when you purchased your items. You will not be reimbursed for original shipping costs unless your return is the result of our error. If your return is the result of our error, we will pay for return shipping costs and original shipping costs. If you refuse delivery of a product you ordered and do not call to request an RMA number, you will not be issued a refund. If your items included free shipping, you will be refunded the original purchase price minus our actual shipping costs which typically range from $10-$50 depending on the product. Returned Richell products will be charged a 10% restocking fee.
Items which can be returned for full refund of the item cost:
- Any unopened product
- Any item which is in new and resellable condition and contains all the original parts and packaging
ALL RETURNS REQUIRE AN RMA NUMBER AND MUST BE RETURNED TO THE ADDRESS SPECIFIED WHEN THE RMA IS ISSUED. TO GET AN RMA NUMBER, PLEASE CALL 1-888-618-0177.
Please note that we can process returns and refunds only for items purchased from Dog-Gates.com. We cannot exchange items unless they are defective or damaged. Items that are returned more than 30 days after delivery, are in unsellable condition, or are missing parts will be charged a restocking fee or not issued a refund at our discretion. Returns will not be accepted beyond 60 days from the date of purchase.
Refunds
We will notify you via e-mail of your refund once we have received and processed the returned item. You can expect a refund in the same form of payment originally used for purchase within 14 business days of our receiving your return. Please note that we can refund shipping costs only if the return is a result of our error.
If you are returning a gift, you will receive a gift certificate for the value of your return, which may be used at any time toward your purchases at Dog-Gates.com. The gift certificate will be mailed to the gift recipient at the same address to which the order was shipped. (Don't worry--we won't let the gift giver know about your return.)
Exchanges/Wrong Addresses/Refused Packages
If you would like to exchange your item for a different color, size or type, simply contact us to obtain an RMA # and order the product you want to replace your current item. Follow the Easy Returns Instructions above and after we receive your items (must be in like-new condition), we will credit your credit card account for the full value of that item, less shipping and/or coupons.
In the event you provided the wrong shipping address when placing an order and call to change it, you will be liable for any change fees we are charged by the shipping company, typically $25 or less. If you provide a shipping address and the package is refused (either by you or someone else at that address) you will liable for shipping charges, return shipping charges and a 15% restocking fee, so please make sure everyone at your residence is aware you are expecting a package.
Packing and Sending Your Return
Just a few simple steps:
- Contact us for a Return Authorization number and return shipping address.
- Pack the items along with the packing slip (receipt) securely in a box. You can use the box the items arrived in or another box, if you prefer.
- Affix a shipping label to the outside of the box.
- Refer to your RMA email about how to get the box back to us.
- We strongly recommend insuring the package for its total value. If it is damaged in return shipping and the damage is found to be the result of how it was packed for the return, a refund will not be issued.
Where to send your returns?
Important! You must call Customer Service at 1-888-618-0177 to obtain a Return Merchandise Authorization (RMA) number prior to shipping your return. Upon receiving your RMA number, we will provide you with the correct shipping address to send your returned items back to us. Incomplete or unauthorized returns are subject to refusal and/or a minimum 15% restocking fee.
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