Return & Refund Policy

At Rochel, we want you and your pet to love your purchase. If you are not entirely satisfied, we are here to help. Rochel accepts returns on eligible physical items within 14 days of delivery, subject to the guidelines below.

📋 Return Conditions

To qualify for a successful return, items must meet the following criteria:

The item must be completely unused, clean, and in the exact same condition that you received it.
It must be housed in its original product packaging.
It must include all original tags, charging cables, power adapters, and accessories where applicable.

❌ Non-Returnable Items

For safety and operational reasons, the following items cannot be returned:

Final-sale or clearance items.
Custom-made or personalized goods.
Hygiene and grooming items once opened (such as used pet beds or grooming brushes, due to pet health and safety regulations).
Digital gift cards.

🔄 The Dropshipping Return Process

Initiate the Request: Request a return directly from your order tracking page or contact our team.
Review & Return Address: If your return is approved, our team will provide you with a specific domestic return shipping address and timeline. Please do not ship items back to the original manufacturing address printed on your package label, as our fulfillment hubs cannot process unauthorized drop-offs.
Shipping Costs: Customers are responsible for paying their own return shipping costs. Shipping costs are non-refundable.

💰 Refunds & Exchanges

Inspection: Once your return is received and inspected by our team, we will send you an email notifying you of the approval or rejection of your refund.
Processing: If approved, your refund will be processed automatically and applied back to your original payment method within a few business days.
Exchanges: If you received a defective or damaged item and need a different size or variant, please contact our support desk immediately after your return is approved so we can expedite a replacement line for you.

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