Refund and Returns Policy

Refunds and Returns Policy for Isla Vital Treats

Effective Date: 09/19/2024

At Isla Vital Treats, we are committed to delivering 100% natural whole food treats of the highest quality. We strive to ensure that you are satisfied with your purchase. Due to the perishable nature of our products, we have specific conditions for refunds and returns, which are outlined below.

Please read our Refunds and Returns Policy carefully to understand how you can request a refund or return and the conditions under which these are applicable.

1. Eligibility for Returns

Our products are made to order and are perishable food items. As such, we do not accept returns for reasons such as change of mind, taste preferences, or over-ordering.

However, we offer refunds or replacements in the following cases:

  • Damaged Products: If your product arrives damaged due to shipping or handling.
  • Incorrect Products: If you receive an incorrect order.
  • Defective Products: If there is an issue with the quality of the product (e.g., contamination, spoilage upon delivery).

To be eligible for a return or refund, you must meet the following conditions:

  • The issue must be reported to us within 7 days of receiving the product.
  • You must provide evidence of the damage, defect, or incorrect product, including photos or videos.
  • The product must not have been consumed beyond a reasonable portion required to identify the defect or issue.

2. Non-Returnable Products

Due to the perishable nature of our products, we do not accept returns for:

  • Products that have been opened and mostly consumed (except in cases of defects or incorrect orders).
  • Products not reported within the 7-day window.
  • Products that have been stored incorrectly after delivery (e.g., not refrigerated when necessary).

3. How to Initiate a Return or Refund Request

To initiate a return or refund, please follow these steps:

  1. Contact Us within 7 days of receiving your order at [email protected] with the following details:
    • Your full name and contact information.
    • Your order number.
    • A detailed description of the issue (e.g., product damaged, incorrect item received, quality issue).
    • Attach photos or videos of the product to show the damage, defect, or incorrect order.
  2. Our customer support team will review your request within 2 business days and respond with the next steps.
  3. If approved, we will offer one of the following options:
    • Replacement of the same product at no extra charge (depending on product availability).
    • Refund of the purchase price, including any shipping costs, to your original method of payment.

4. Refund Process and Timeframe

Once your refund request is approved, you can expect the following:

  • Refund Method: We will process the refund to the original payment method used during the purchase (e.g., credit card or online payment platform).
  • Refund Timeframe: Refunds typically take 5-7 business days to appear in your account, depending on your bank or payment provider’s processing times.
  • Notification: You will receive an email confirmation once the refund has been processed.

5. Shipping Costs for Returns

  • If the return or refund is due to an error on our part (e.g., damaged, defective, or incorrect product), we will cover all shipping costs for the replacement or refund.
  • If we request that the product be returned to us (in special cases), we will provide a prepaid shipping label.

6. Cancellations

Since our products are made to order, once an order is placed, it cannot be canceled unless the request is made within 24 hours of placing the order. After this time, we will have already started processing your product, and no cancellations will be accepted.

7. Contact Information

For all returns, refunds, and inquiries, please contact our customer support team at:

Email: [email protected]
Business Address: Sin Now Avenida, Aguadilla, Puerto Rico 00603
We are available to assist you Monday through Friday, 9 AM to 5 PM (EST).

8. Changes to This Policy

We may update or modify this Refunds and Returns Policy at any time. Any changes will be posted on this page, and the updated effective date will be indicated at the top of this policy. By continuing to use our Website after any changes to the policy, you agree to the updated terms.