Política de reembolso

How do I return my order?

We have a 20-day return policy, which means if it’s not a fit, you have 20 natural days to return makesure ® unused products (cat litter box excluded) - PAID.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You also may need the receipt or proof of purchase. (order number is a must)

To start a return, you can contact us at info@makesuredesign.com . If your return is accepted, we’ll send you the shipping address as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

 For the shipping, you can either:

  • Find a local Locker to drop off your parcel 24/7 
  • Schedule a (contactless) pickup for your parcel with the local express (e.g USPS, DHL)
  • Send it to the local post office or other shipping agents by yourself 

*Please choose the most convenient and safest way above for yourself since we only refund you once the item(s) you sent have arrived at the following place without missing or broken accessories. 

How do I make a return?

A photo to us for double-check before you hand it over to your selected shipping agent is essential in case there are any misunderstandings afterwards. Please send  the photo to our customer service email:
info@makesuredesign.com or makesurepet@gmail.com.

Once you've dropped off your item or had it collected, you should send us the tracking information for letting our warehouse know the package is from your return when it arrives. It can take up to 15 working days for your return to be fully processed so please remember to retain your proof of return (e.g. the receipt from shipping fee) until you receive your refund. You will receive an email confirming your return as soon as it has been processed. Please wait the full 15 working days even if the return tracking link shows the return parcel as delivered.

When will I receive my refund?

As mentioned above, it can take up to 15 working days for your return to be fully processed.

Your refund will be credited to the payment method you used when purchasing the returned items. It will take a maximum of 15 business days from when the logistics provider received your parcel until the return is processed in our warehouse. Even if the tracking link shows that your return has already been received by us, we may need this time to process your return. It will then take up to 3 days before you receive your refund.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. 

*For credit or debit card refunds, the refund date could appear on your statement as the time of purchase or the time of refund.

Other useful information:

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like used cat litter box or custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


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