Effective date: October 21, 2026
Ostravin Borough LLC
1. Scope and effective date
This Refund Policy applies to physical products purchased directly from Ostravin Borough LLC through our online store. It is effective October 21, 2026, the company’s establishment date. It explains our voluntary return process in addition to rights provided by applicable law. A product-specific condition shown clearly before purchase may provide additional detail, but does not remove a mandatory remedy for defective or misdescribed goods.
2. Requesting a standard return
Contact us within 30 calendar days after delivery to request a standard return. Include your order number, the item and variant, the reason for return, and whether the product has been opened or used. Use the contact form or the contact information below. Please wait for return instructions before shipping anything. The company correspondence address is not automatically the return destination; the correct destination and any reference number will be provided for your request.
3. Condition of returned goods
For a change-of-mind return, the item should be unused, clean, complete, and in a condition suitable for resale, with its original labels and packaging where reasonably available. Keep any included pieces together, such as bowl sets, spare toy lures, straps, or scoops. Products with pet hair, odor, saliva, washing, wear, or damage from use may not qualify for a voluntary return. These condition requirements do not prevent you from reporting a defect that became apparent during reasonable inspection or normal use.
4. Hygiene and specific exclusions
Used grooming tools, used feeding items, and other products that cannot reasonably be resold for hygiene reasons may be excluded from change-of-mind returns once used. An unopened or unused item is assessed under the standard return conditions. We do not use a hygiene exclusion to reject an otherwise valid claim that an item arrived damaged, faulty, or incorrectly described. A non-returnable condition, if any, should be identified before purchase. Gift cards and services are not part of the current physical accessories collection.
5. Damaged incorrect or defective items
Inspect your delivery when practical and contact us promptly if an item is damaged, incorrect, incomplete, or appears defective. Include photographs of the item, packaging, and shipping label if available. Photographs help assessment but are not the only evidence we will consider. Keep the product and packaging until we provide instructions. Depending on the issue and applicable rights, an appropriate remedy may include replacement, missing components, repair where suitable, or a refund. We cover reasonable approved return shipping for an item confirmed to be faulty, damaged on arrival, or sent incorrectly.
6. Return shipping and parcel handling
For an eligible change-of-mind return, you normally pay return shipping unless we agree otherwise or applicable law requires a different outcome. Use suitable protective packaging and retain proof of shipment and tracking. A product box that is part of the item should not be used as the sole shipping container if this would damage it. If we provide a prepaid label, we will explain any agreed charge before you use it. We do not impose an undisclosed restocking charge.
7. Review and approval
After the return arrives at the instructed destination, we aim to inspect it and communicate the decision within five business days. If we cannot approve the full request, we will explain the reason and discuss the available next steps. We may ask for additional order or condition information where reasonably necessary. We will not make an unexplained deduction or keep both the product and the full payment without a lawful basis.
8. How refunds are issued
Approved refunds are submitted to the original payment method. We generally initiate the refund within five business days after approval. Your bank or payment provider controls the additional time before funds become visible, which may take several business days. We cannot refund to an unrelated card or account merely on request. If the original method is no longer available, we will work with the payment provider to establish an appropriate alternative. We will confirm the amount and the transaction when available.
9. Shipping charges and partial returns
For a standard change-of-mind return, original delivery charges are normally not refunded unless required by law or agreed in writing. If only part of an order is returned, the refund reflects the returned item’s price actually paid, including an appropriate allocation of order discounts. A refund for our fulfillment error or confirmed damaged or defective goods includes shipping amounts that must be returned under applicable law and the resolution agreed for the case. We explain material adjustments before completing a disputed calculation.
10. Exchanges and order cancellation
We currently handle a size or product exchange as an approved return and a separate new order, unless customer support confirms another arrangement. A replacement is subject to availability and is not reserved simply because a return has been requested. To cancel before dispatch, contact us immediately with your order number. If fulfillment can still be stopped, we will confirm cancellation and the refund. If the parcel has already shipped, we will explain available delivery or return options.
11. Missing deliveries and payment disputes
If a parcel is missing or marked delivered but cannot be found, contact us so we can investigate with the carrier. A tracking scan does not automatically resolve every delivery dispute. We assess the delivery information and your circumstances and provide any remedy required by law. Contacting support may help resolve a problem quickly; this policy does not require you to give up rights to seek assistance from your payment provider or a competent authority.
12. Your rights and contact
This policy does not limit rights that cannot be waived, including statutory remedies and any applicable cancellation right. If local mandatory rules provide a longer period or different remedy for your circumstances, those rules continue to apply. Please provide accurate order information and a clear description of the issue. We use the information supplied to review and respond to your request in line with our Privacy Policy.
Contact Ostravin Borough LLC
- Address
- 1012 Madison Ave, Madison, MS 39110, United States
- Phone
- +18122210160
- support@ostravinborough.com