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Support Center

RETURNS

Last Updated: Jun 26, 2017 12:03PM EDT

RETURNS

Did you change your mind? Maybe the color doesn't match your decor? No worries!
 
1000's of cats and their parents love their Hepper products, but if you and your pet are not one of them, it's OK!
 
 
 
 
Return Info
  • Hepper accepts returns of products purchased at Hepper.com within 30 days of your order delivery date.
  • Customers are responsible for the return shipping costs. We recommend that you ship with insurance and a tracking number.
  • Outbound shipping charges (when we ship to you) are not refundable.
  • After 30 days, we reserve the right to refuse refund or exchange.
 
Return Instructions
  • Within 30 days of your purchase contact Customer Support to inform us that you would like to return your item(s).
  • We will note your request date, and email you detailed instructions with an RA Number.
  • Verify that the item(s) are clean, in "like-new" condition, with ALL packing materials.
  • Ship to the address provided by Customer Support.
  • Please allow 14 days from the time we receive the return for the items to be inspected and for your refund to be issued.


If your order was shipped with Free or Included Shipping (no charge to you), we reserve the right to deduct $6.99 from your refund amount to help cover our outbound shipping costs. Please understand we are only trying to cover a portion of our shipping costs, which sometimes cost us as much as the item itself!  


Please note that sale items are returnable for credit only. Sale items are any product or bundle of products that are purchased at less than regular retail price because of a public sale (sale prices shown on the site) or use of a discount code.  (Bundles are discounted everyday, and that is their regular price, so they can be returned for refund)


Bundles that are partially returned (not all the items in the bundle returned) will be refunded or credited for the discounted amount (so that the items you keep are essentially full price).


Returns without prior authorization provided by Hepper, LLC will not be accepted.


Items returned to our warehouse will not be accepted (our return address is different). 


All of the following conditions must be met for a return to be accepted:

  • The item must have been purchased directly from "hepper.com".
    • Purchases from Amazon.com may be returned by contacting Amazon.
  • The item must have a prior return authorization provided by Hepper, LLC. Email us to get an RA number.
  • The item must be in all of its original packaging and contain all of the included parts.
  • After 30 days of the date of receiving your order Hepper, LLC has the right to refuse a return request, but we're reasonable here - just email us and we can work soemthing out!

Contact Us

custserv@hepper.com
https://cdn.desk.com/
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