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Nwjkx handles pet stair return requests through one written review so the ordered stair structure, every supplied cover, tread, connector or hardware piece, and the requested outcome can be matched to the order record. We accept returns for both defective and non-defective products, and we accept exchanges when the requested replacement item is available.
Pet stair returns are assessed as complete sets. Every listed foam core, fitted cover, base panel, frame, tread board, tread pad, hinge, brace, foot, module, connector, clip, grip strip, hardware pack, and instruction card must remain together in the supplied quantity. For pet stair orders, support review may refer to step count, overall dimensions, rise and tread depth, foam core or rigid frame, cover or tread-pad condition, hinges, locking braces, module connectors, floor-contact pieces, supplied hardware, stated pet-weight limit, unused condition, and delivered package completeness.
RETURN WINDOW
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Requests submitted after 30 days may not be accepted unless required by applicable consumer law.
RETURN CONDITION & ELIGIBILITY
Product condition accepted for return: new only. 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’ll also need the receipt or proof of purchase.
An eligible non-defective pet stair return must remain unused, clean, dry, and free from pet hair, dander, saliva, odors, stains, urine, feces, food, chewing, claw marks, scratches, fabric pulls, foam compression from use, bent hinges, modified parts, adhesive installation, or washing residue. A customer may carefully unpack, count, visually inspect, and assemble the complete stair once on a clean protected indoor surface without allowing a pet to climb or rest on it.
Repack an approved pet stair according to its construction. Do not sharply fold or strap a foam core; protect a wood frame's hinges, braces, tread edges, and finish; and separate modular bodies so connectors and clips cannot bear transit pressure. Keep every clean, dry cover, base panel, tread pad, foot, grip strip, connector, clip, hardware pack, and instruction card together in one sturdy outer carton with enough cushioning to prevent movement. After approval, we email the pre-paid label for download and printing together with assigned mailing instructions; these packing steps protect the returned stair and do not reduce mandatory consumer rights.
RETURN PROCESS & RETURN ADDRESS
To start a return, contact us at support@nwjkx.shop. If your request is accepted, we will email you a pre-paid return shipping label as a downloadable and printable file, together with instructions confirming how and where to mail your package. Items sent back to us without first requesting a return will not be accepted.
Return method: by mail. Approved returns should be mailed to this return address: 925 Carter Road, Deland, FL 32724, United States.
In the first email, identify the SKU and stair structure and state whether the request concerns delivery damage, step count, dimensions, rise, tread depth, foam recovery, cover fit, zipper, wood joint, tread pad, hinge, locking brace, molded module, side connector, rear clip, rubber foot, grip strip, hardware, or a missing component. Clear photographs of visible transit damage or an incorrect unused set can assist review, but photographs are not required for every return.
RETURN SHIPPING FEES
For all accepted returns, including defective, damaged, incorrect, and eligible non-defective products, the return shipping cost is covered by us. Return label method: Customer download/print. After approval, the pre-paid return shipping label is sent by email at no cost to the customer. No return label is included in the original delivery package.
RESTOCKING FEE
Restocking Fee: No restocking fee will be charged to the consumers for the return of a product.
REFUND TIMEFRAME
We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 days. Bank or card issuer posting times may vary after we submit the refund.
EXCHANGES AND CANCELLATIONS
An exchange may be requested for another available pet stair after the original complete unused set is approved for return. Step count, overall height, rise, tread depth, footprint, materials, assembly, storage method, recommended pet-weight limit, price, and availability may differ and will be explained before the replacement is confirmed. Customers may request cancellation before the order has been processed or shipped.
CONTACT
For return and refund support, contact support@nwjkx.shop or +1 (530) 340-8134. Support hours: Monday-Friday: 9:00 AM - 5:00 PM (GMT+08:00) Singapore Standard Time (Singapore).