Refund and Returns Policy

Overview

• For virtual/in-person pet consulting services: The service must not have been initiated (no consultation sessions conducted, no custom care plans delivered, no one-on-one support provided).
• For physical deliverables: Items must be unused, in their original condition (e.g., unopened printed guides, undamaged training tools), and returned in the original packaging with all included materials (e.g., worksheets, instruction booklets).

Non-Refundable Items & Services

• Fully or partially completed pet consulting services (e.g., behavioral training sessions, nutritional planning calls, follow-up support).
• Custom digital deliverables (e.g., personalized pet care plans, downloadable training videos, behavior modification checklists) that have been accessed or downloaded.
• Physical deliverables that are opened, used, damaged, or missing parts (unless damage occurred during shipping).
• Subscription-based consulting packages (refunds apply only to unused months with 30 days’ written notice; no partial refunds for active subscription periods).
• Rush services (e.g., 48-hour emergency behavior consultations, expedited care plan delivery) pre-approved by the client.
• Gift cards for Joytree services (non-refundable and non-transferable).

Partial Refunds

• The service is canceled after initiation but before key deliverables (e.g., final behavior plan, full training program) are completed—refunds are calculated based on the percentage of unused services (e.g., 60% refund if 2 of 5 scheduled consultations are completed).
• The refund request is submitted between 15–30 days of purchase (a 10% administrative fee may apply to cover time invested in initial pet assessment or planning).
• Physical deliverables are returned with minor damage unrelated to shipping (refund amount adjusted to account for condition).

Refund Process

1. Submit a formal refund request to career@joytree.my with your full name, order number, and detailed reason for the request (include photos of physical items if claiming damage).
2. Our team will review your request within 3–5 business days and notify you via email of approval or rejection.
3. For approved refunds:
   • Full refunds (unused services/deliverables) will be processed within 7–10 business days to your original payment method.
   • Partial refunds will be calculated and credited within 10–14 business days.
4. For physical deliverables, mail the item to our return address below with your order number clearly marked on the package.

Return Address (for Physical Deliverables)

Late or Missing Refunds

1. Check your bank account or credit card statement for pending transactions (refunds may take additional time to post depending on your financial institution).
2. Contact your credit card issuer or bank to inquire about processing delays.
3. If the issue persists, email career@joytree.my with your refund approval confirmation, order number, and payment details for follow-up.

Exchanges

• Reschedule unused consulting sessions within 60 days of purchase (subject to availability).
• Replace defective or damaged physical deliverables (e.g., torn guides, broken training tools) at no additional cost—contact us within 48 hours of receiving the item to request a replacement, and include photos of the damage.

Gifts

• If the service/deliverable was purchased as a gift and the recipient has not initiated the service or used the item, the gift giver may request a full refund within 30 days of purchase.
• If the gift has been partially used (e.g., 1 of 3 consulting sessions completed), the gift giver will receive a partial refund based on the unused portion.
• Gift cards are non-refundable, but unused balances never expire.

Shipping for Returned Physical Deliverables

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