Refunds/Return Policy
Staff procedure for service refund requests, retail returns and exchanges, and confirming charges before running a client's card.
Purpose
Refunds and returns split into two tracks: services, and retail. This SOP covers both, plus the consent step required before you run any client's card.
At a Glance
- Service refunds (Boarding, Daycare, Training): special circumstances only. Manager approval only, never front desk alone.
- Retail: all sales are final. No change-of-mind returns or exchanges.
- Retail exceptions: damaged in transit, lost in transit, or a genuine extenuating circumstance. All reviewed case by case.
- No refund or return is ever guaranteed.
- Confirm the client understands the charge, and get their consent, before you run the card.
Service Refunds
- Refunds on Boarding, Daycare, and Training are only given under special circumstances.
- Only a manager can approve one. Never approve a service refund yourself.
Retail Returns and Exchanges
- All retail sales are final. We do not accept change-of-mind returns or exchanges.
- Exception: item damaged in transit. Get a photo within 48 hours and send it to support@partnersdogs.com for a free reship or replacement.
- Exception: item lost in transit. If tracking shows no movement for 7 or more business days, it is a reship or a full refund.
- Exception: a genuine extenuating circumstance, a major sizing or product issue. Reviewed case by case; not automatic.
Before You Run the Card
No refund or return is ever guaranteed. Make sure a client understands the amount of services or items being purchased at checkout. Do not run a client's card if they seem hesitant. Wait until they give you positive consent that they understand the amount being charged, and until you have given them all the information they need about the services or charges involved.
Frequently Asked Questions
How is this different from a retail exchange?
A service refund and a retail exchange run on separate rules. A service refund, Boarding, Daycare, Training, needs a manager's approval and only happens under special circumstances. A retail exchange only happens under one of the three exceptions above; a change of mind alone does not qualify for either one.
Related Articles
- Payment Policy covers what happens before a refund is ever on the table: full payment collected up front.
- Checks and Tips covers verifying a check or cash payment before you accept it.