Introduction

At askmals.com, we want you to have a positive experience every time you shop with us.

Occasionally , we know you may want to return items you have purchased. This Returns Refunds Policy sets out our conditions for accepting returns and issuing refunds for items purchased on our website askmals.com.

 

Return period and conditions for acceptance of returns

Subject to the rules set out in this Returns; Refunds Policy, askmals.com offer returns for most items within 3 days post delivery. We do not accept returns, for any reason whatsoever, after the returns period has lapsed. You may return items purchased on askmals.com within the returns period, for the reasons listed below.

Reason for return	Applicable product category
I changed my mind	All product categories except: ● product categories which cannot be returned for health and hygiene reasons as further detailed at section 3 below, including: intimates; underwear; nightwear; beach & swimwear; briefs; facial skincare; fragrances; food items; hair care; hand, feet & nail care; earrings, health relaxation ● software.
Size is correct but doesn’t fit as expected	Clothing and shoes only
Item stopped working well after usage	All product categories except: ● clothing; ●sport & fitness; and ● consumables
Item received broken or defective	All product categories
Packaging was damaged	All product categories
Item received with missing parts or accessories	All product categories
Item received used or expired	All product categories except software
Item seems to be fake/unauthentic	All product categories
Wrong item/colour / size/model	All product categories

 

We shall only accept returns of items that are unworn, unused and in the same condition you received them, with their original packaging and seal intact where applicable, unless the item became defective after delivery became damaged or defective after reasonable use (in accordance with manufacturers guidelines where applicable) during the returns period.

Items that cannot be returned

We do not accept returns of certain product categories for health and hygiene reasons Customer safety is important to us, so certain product categories cannot be returned due to health and hygiene reasons, or if they may deteriorate or expire rapidly. You shall only be entitled to return and refund in respect of these items if you received the wrong item; a damaged or defective item; or a fake or inauthentic item. You are not entitled to a refund or return of these product categories if you have changed your mind.

We do not accept returns of customized items We do not accept returns of goods made, configured or inscribed to your specification or (e.g. personalized engravings, stamps, monograms, embroidery, embossing, etching, carving or printing).

We do not accept returns of items that you have damaged after delivery We do not accept returns of used or worn items, unless the reason for return is that the item stopped working or became damaged or defective after reasonable use (in accordance with manufacturers guidelines where applicable) during the returns period. Items becoming defective after delivery is not an applicable return reason in respect of the following product categories: clothing, sport & fitness and consumables. If an item is covered by a warranty, and becomes damaged or defective during the warranty period, it is not covered by this Returns and Refunds Policy, but by the warranty. Warranty information is displayed on each product page.

Packaging Returns

When returning an item for any reason, you must do so in the exact condition you received it from askmals.com, with its original packaging and all tags and labels attached (e.g. shoes should be returned within the original shoe box; and seals on items including audio or video recordings or software must not be removed). Returned items are your responsibility until they reach us, so do make sure they are packaged properly and can’t get damaged on the way.

Refunds

If we accept your return, or if you order but do not receive an item, we aim to refund you the purchase price of the item within the period of time stated on the askmals.com

For incorrect, defective, or damaged items, you will also be refunded for the full cost of delivery of the returned items, once your return is processed.

If the return is not the result of askmals.com (i.e. you changed your mind or the size does not fit as expected) you will not receive any refund on delivery fees. The refund request form shall state which payment method(s) for receipt of refunds are available to you.

Rejected Return and Refund Requests and Forfeiture

All items are inspected on return to verify the return reasons provided. If your return request is not approved, you shall not receive any refund of the purchase price or the delivery fees, and we will make 2 attempts to redeliver within 3 business days.

If both re-delivery attempts are unsuccessful, we will immediately notify you that we will hold the item for a further 30 days from the date of the initial notification.

No Exchange

We don’t offer exchanges. If you would like a different size or color, please return your unwanted item and place a new order.