Return & Refund Policy
Last updated: February 21, 2026
At a.k.a. Brands, Inc., we want you to feel confident about your home purchase. If something isn’t right, we’ll work with you to resolve it. Please read the terms below for returns, refunds, and other after‑sales support.
1) Return Eligibility
A return may be accepted only if the item meets all of the following conditions:
- Requested within 30 days of delivery
- Unused, uninstalled, and in the same condition as received (no visible marks, stains, or wipe/cleaning traces)
- Returned with original packaging and all included components (manuals, accessories, hardware, tags, protective films, seals, etc., if applicable)
- Includes proof of purchase (order number/receipt)
For quality and safety reasons, we cannot accept returns for items that are used/installed, show wear, are missing parts, or have damaged/broken seals.
2) Items Not Eligible for Return/Refund
Returns (and refunds) are generally not available for:
- Used or installed products
- Products labeled Final Sale, Non‑returnable, or similar
- Gift cards
- Free gifts / promotional giveaways
- Damage caused by misuse, improper installation/handling, or normal wear and tear
- Opened consumables/cleaning items (if applicable)
3) Damaged, Defective, or Wrong Item Received
If your order arrives damaged, defective, or not what you ordered, contact us within 7 days of delivery and provide:
- Order number
- Short description of the issue
- Clear photos/videos of the item and packaging (outer carton, protective materials, and shipping label)
After review, we may offer (as appropriate) replacement parts, a replacement item, or a refund.
4) How to Request a Return
To start, email our support team:
- Email: service@petalandpup.us
Please include your order number and the reason for the return.
Returns sent without prior approval may be refused or returned to sender.
5) Return Shipping
- Return shipping costs are the customer’s responsibility, unless the return is due to our mistake (e.g., defective/incorrect item).
- We strongly recommend using a trackable shipping service.
- a.k.a. Brands, Inc. is not responsible for return parcels that are lost, delayed, or sent to the wrong address.
6) Refunds
Once we receive and inspect your return, we will email you with the result.
If approved:
- Refunds are issued to the original payment method
- Please allow 5–10 business days for the refund to appear (timing depends on your bank/payment provider)
- Shipping fees are generally non‑refundable, except where the return is caused by our error (e.g., damaged/incorrect item)
7) Exchanges
We do not provide direct exchanges at this time.
If you want a different item, please request a return (if eligible) and place a new order separately.
8) Late or Missing Refunds
If you haven’t received your refund after the stated processing window:
- Check your bank account again
- Contact your card issuer (posting times can vary)
- Contact your bank (some refunds take additional time to post)
If you still can’t locate the refund, email service@petalandpup.us and we’ll assist.
9) Order Cancellations
We process orders quickly. If you need to cancel, contact us as soon as possible.
- If the order has not shipped, cancellation may be possible
- If the order has shipped, it must follow the standard return process (if eligible)
10) Return Instructions / Return Address
All returns must be authorized first. We will provide return instructions (and any label/requirements if applicable) after reviewing your request.
Return Address (for authorized returns only):
a.k.a. Brands, Inc.
Email: support@seihoiadvance.com