SureFlap Return Policy
If you purchased your SureFlap product directly from SureFlap LLC (either via www.sureflap.com or by phone), you can return your purchase to us in its original condition within 30 days of the date you received the item and we will you issue a full refund, including any sales taxes charged, in accordance with state laws. Shipping and handling charges are non-refundable.
We reserve the right to send back items to you that have been returned to us after 30 days unless they are defective.
All refunds will be made to the credit/debit card or PayPal account used for the original order.
If you wish to return an unused SureFlap product purchased from another sales outlet, please contact the company from which you purchased the item to enquire about returning the item to them directly.
We can only accept the return of used items, or items purchased via other sales outlets if they are defective. In this instance, please refer to our procedure for the return of defective items below.
How to return an unused item within 30 days of purchase
If you wish to return an unused item to us within 30 days of purchase, please use the return mailing label included with your order. Please note that the return mailing label is only valid for returns shipped within the U.S. If you have not retained your return mailing label, please contact our customer care team on 1-855-461-4740 or support@sureflap.com.
Please write your full name, contact details, and the reason for return on a piece of paper and enclose it with your returned item.
Repackage the item in its original packaging, including any accessories, brochures, manuals, guarantees or warranties that came with the product. Unfortunately we will be unable to issue a refund where the product is in an incomplete state. When your item is ready for collection, please contact our customer care team on 1-855-461-4740 or support@sureflap.com so that we can arrange for the item to be collected.
All returns sent to us using the return mailing label are sent via Fedex Ground. We will not issue refunds for any items lost, stolen or damaged in transit to us. Where a return is lost, stolen or damaged in transit to us, you should contact Fedex to report the item missing.
Subject to the above, we will refund the purchase price of a returned product within 30 days of receiving the returned product.
How to return a defective item
If you believe that your product is defective or has developed a fault within the product’s two-year warranty period, please contact our customer care team on 1-855-461-4740 or support@sureflap.com. They will be able to diagnose the fault and ascertain whether a spare part or replacement product is required.
In the event that a replacement product is necessary, our customer care team will arrange its dispatch to you as soon as possible. You will not need to return your defective product to us until you have received your replacement – this ensures that you will not be left with a hole in your door!
Your replacement product will include a return mailing label. Please note that these labels are only valid for returns shipped within the U.S.
Repackage the defective product in its original packaging, including any accessories, brochures, manuals, guarantees or warranties that came with the product. If the original packaging of a defective product has been damaged or destroyed you should ensure that the returned product is adequately packed for shipment back to us.
When your item is ready for collection, please contact our customer care team on 1-855-461-4740 orsupport@sureflap.com so that we can arrange for the item to be collected.
If you have any questions regarding returning unwanted or defective SureFlap products, please contact us:
Tel: 1-855-461-4740
Email: support@sureflap.com
SureFlap LLC
3580 NW 56 St.
Suite 100
Ft Lauderdale
FL 33309
For more information visit SureFlap
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