30-Day Return Policy

(Applicable to all brands except OHA)

NEW PROCESS:

Initial step: Troubleshoot or attempt to save an order so they don’t have to return whenever possible.

Here’s what’s new:

  • No RMA required – Customers can now send returns without generating an RMA number.
  • Return window – Packages must be shipped out (postmarked) within 14 calendar days after we respond to their return request.
  • Instant refunds – We now refund customers on the spot. Please make sure to carefully read the macro, as cleaning and non-cleaning brands have different calculation breakdowns.
  • Fee update – We’re no longer calling it a “restocking fee.” It’s now a reprocessing fee, and it has been reduced to $4.95 (previously $8.95)

Return Address Update:

Returns should be sent to: 6507 Harney Rd, Tampa, FL 33610 USA

Macros remain the same – Please continue using: *Brand Name* - Return (Within 30 Days)

Macros:

Return (Within 30 Days):

Brand Name* - Return (Within 30 Days):

Hi Customer first name,

Thank you for contacting us. We’re here to ensure your return process is smooth and clearly communicated.

Please follow the steps below to proceed:

- Pack your return: Carefully pack the item(s) you’re returning. Whether it's used, unused, opened, or unopened, as long as it's in its original packaging, including all accessories, manuals, and inserts.

- Ship to the return address below:

BARKS NO MORE

6507 Harney Rd

Tampa, FL 33610

USA

Please ensure the package is postmarked within 14 calendar days of this message. We recommend using a trackable shipping service, as return shipping is your responsibility.

Refund Breakdown:

Original Purchase Amount: $[Total]

Less Shipping: $[XX.XX]

Less Reprocessing Fee: $4.95

Total Refund Issued: $[XX.XX]

We have successfully processed your refund. Your order number [xxxxx] is your refund reference number. Your bank may take up to 10 business days to reflect the credit.

For further details on our return policy, you can refer to our website: https://www.barksnomore.com/woof/return-policy.php

If there’s anything else I can assist you with, please don’t hesitate to let me know.

Best,

Shannon Smith

Customer Service Representative

Brand Name

Return Policy Outside the 30-Day Window

The Policy: All brands

  • No full refunds for orders over 30 days
  • 50% one-time courtesy refund = only if the customer has a really valid reason for missing the deadline

Examples: customer was hospitalized, return is being handled by family for a deceased customer

Even if they threaten chargebacks, we still stand firm on the policy

What matters most is when the customer FIRST contacted us about the return

Special Timing Exceptions (Important!)

We can honor a full refund if:

  • The customer reached out before the 30-day window ended
  • But due to back-and-forth or refund pushback flow, they ended up a couple of days late.

In these cases, use judgment and honor the full refund.

Customer Communication: Call/Chat Spiels

Short explanation (first response):

“Thanks for reaching out. I’ve checked your order and it’s past our 30-day return window. Since the return period has ended, the order is no longer eligible for a return or full refund, as outlined in our return policy on our website.”

Alternative for Orders Beyond 30 Days

  • Only consider the 50% one-time courtesy refund if the customer has a valid reason for missing the deadline and asks for it.

For full details, email templates, possible spiel rebuttals, and call flow, check the doc here:

Return Policy Reference & Resources

Note: This applies to all brands.

Return (Beyond 30 Days):

Brand Name* - Return (Beyond 30 Days):

Thank you for getting in touch with us regarding your desire to return a product from your recent purchase.

We understand that sometimes, it takes time to decide whether a product meets your expectations. However, as per our return policy, we can only accept returns for unused and unopened products within 30 days from the date of delivery. Since your request falls outside this period, we regret to inform you that we're unable to authorize a return or exchange for your item(s).

Other Refund Reminders:

To align everyone, this is our updated process flow:

      • CX raises an issue and requests for a refund.
      • Acknowledge and apologize.
      • Probe and Troubleshoot
      • Offer alternative solutions/fix for the issue
      • Offer Bundles to Splash & X-All
      • If cx TS and Bundle offers didn't work, and CX still wants a refund, we educate them of our refund/return policy and then send

them the Macro Brand Name* - Return (Within 30 Days)

OLD PROCESS:

  • Eligible items: Unused and unopened products within 30 days of delivery.
  • Return fee: $8.95 processing fee applies.
  • Return process: Customers must contact customer service for an RMA number and the Return Shipping Address before returning the item. This RMA number should be written clearly on the package they are returning
  • Intentionally Declined Packages: Marked as "Return to Sender", will not be processed or refunded. We can offer reshipment at our discretion. Ask the manager on duty for an approval.

*if the reason is insufficient or incorrect address, proceed with sending Macro: General - Returned Order (Insufficient Address)

Back to Previous Page