Refund and Returns Policy
Once the order has been delivered, the following cases make your test eligible for refund:
If your pet’s swab fails due to insufficient amount of DNA content
- Urban Animal will send a free replacement swab and run the second sample at no additional cost if your pet’s swab fails at analysis due to an insufficient amount of DNA content. If you choose to decline the replacement, you’re eligible for a complete refund less shipping, handling, and any applicable taxes.
- Timeline: The replacement swab will be shipped within 7 business days of receiving the failed test result. If you choose to decline the replacement, the refund will be processed within 14 business days of your request.
If your kit is unused
- Urban Animal accepts the return of your unused kits. We only accept returns if the kits are in good and unused condition. The kit must be within 3 months of purchase, and the return to store credit is not available.
- Timeline: Once the returned kit is received and inspected, we will notify you of the approval or rejection of your refund.
- If approved, your refund will be processed, and the respective amount will be automatically credited to the provided bank account within 14 business days.
Please Note:
- The time it takes for your refund to reflect in your account may vary depending on your bank or credit card provider.
- Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
- If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company; it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at support@urbananimal.co.in.
- Thank you for choosing Urban Animal. We strive to ensure your satisfaction with our services.
