CY SURLUNE INC
Returns Policy
This Returns Policy explains how CY SURLUNE INC reviews return, refund, exchange, and replacement requests for customer orders placed through our B2C ecommerce pet supplies website. CY SURLUNE INC operates from 30 N Gould St Ste R, Sheridan, WY 82801.
Return Eligibility
Return eligibility depends on the product type, order details, product condition, timing of the request, and whether the item can be inspected and resold. Customers should contact us before sending any item back so we can review the order and provide return instructions when applicable.
Return Window
Customers should submit return requests within 30 days after delivery unless a different written term applies to a specific order. Requests submitted after the return window may be declined or reviewed only for limited support options at our discretion.
Non-Returnable Items
Items may be non-returnable if they are used, washed, damaged after delivery, missing original packaging, altered, exposed to pet waste or odors, unsafe to resell, marked as final sale, or otherwise unsuitable for return based on hygiene, safety, or product condition concerns.
How to Request a Return
To request a return, customers should email support@cysurluneinc.com with the order number, customer name, email address used for the order, product name, reason for the request, and clear photos when the request relates to damage, defects, or an incorrect item. We may ask for additional information before approving a return.
Product Condition and Inspection
Returned products may be inspected after receipt. Items should be clean, unused when required, complete with included parts, and packaged securely to prevent damage in transit. Refund, exchange, or replacement decisions may depend on inspection results and whether the returned item matches the approved return request.
Refund Review
Approved refunds are reviewed after the return is received and inspected, or after documentation is reviewed for cases that do not require physical return. Refund timing may depend on order status, payment provider processing, bank processing, and the original payment method.
Exchanges and Replacements
Exchanges or replacements may be offered when an item is eligible, available, and suitable for the requested resolution. Product color, size, model, and inventory availability may affect whether an exchange or replacement can be provided.
Damaged, Defective, or Incorrect Items
Customers should contact us promptly if an item arrives damaged, appears defective, or does not match the confirmed order details. We may request photos of the product, packaging, shipping label, and any visible damage so we can review the issue and coordinate a reasonable support response.
Shipping Costs for Returns
Return shipping responsibility may depend on the reason for the return, product condition, and order review. Customers may be responsible for return shipping costs when an item is returned because of preference, wrong size selection, duplicate order, or other customer-side reasons.
Order Cancellations
Customers should contact us as soon as possible to request cancellation. Cancellation may not be available after an order has been prepared, packed, transferred to a fulfillment partner, shipped, or otherwise moved too far in the fulfillment process.
Contact Information
For return, refund, exchange, replacement, or cancellation questions, contact CY SURLUNE INC at support@cysurluneinc.com or by mail at 30 N Gould St Ste R, Sheridan, WY 82801.