At Trembley Keeshonds, we understand that adopting a puppy is a significant commitment. While we do everything in our power to ensure a smooth and successful adoption, we recognize that there may be circumstances where a return or refund is necessary. Our goal is to create a positive experience for all of our puppy families, and we have established the following guidelines for returns and refunds to ensure fairness and clarity for both parties.
1. Health Guarantee
We stand behind the health and well-being of our puppies. If your puppy is found to have a congenital or hereditary condition within 30 days of adoption, we will:
Cover veterinary costs up to the purchase price of the puppy.
Offer a replacement puppy of equal value (if available).
Provide a full refund if a replacement is not available or desired.
To qualify for this guarantee, you must:
Notify us within 48 hours of discovering the issue.
Provide documentation from a licensed veterinarian confirming the condition.
Return all original paperwork, including health records and pedigree.
2. Return Policy
If, for any reason, you are unable to keep your Keeshond puppy, we require that you return the puppy to us. We will work with you to ensure a smooth transition.
Within 14 Days of Adoption:
If the puppy is returned within 14 days of adoption, you will receive a 50% refund of the purchase price.
The puppy must be in good health and returned with all original paperwork.
After 14 Days of Adoption:
If the puppy is returned after 14 days, no refund will be issued. However, we will gladly take the puppy back and ensure they are placed in a loving home.
To initiate a return, please contact us to discuss the situation and make arrangements.
3. Refund Policy
Refunds are issued under the following circumstances:
Unfulfilled Adoption: If the puppy becomes unavailable due to unforeseen circumstances (e.g., health issues or prior adoption), you will receive a full refund.
Health Issues: As outlined in our Health Guarantee, a full refund will be issued if a congenital or hereditary condition is confirmed and a replacement puppy is not available or desired.
Cancellation Before Delivery: If you cancel your adoption before the puppy is delivered or picked up, you will receive a 50% refund.
Refunds will be processed within 7-10 business days of receiving all required documentation and the puppy (if applicable).
4. Shipping Costs
Shipping costs are non-refundable unless the return is due to a health issue covered under our Health Guarantee.
5. Rehoming Assistance
If you are unable to keep your puppy but do not wish to return them to us, we are happy to provide guidance and resources to help you find a suitable new home for your Keeshond.
6. Exceptions
The following situations are not eligible for refunds or returns:
Allergies or lifestyle changes.
Behavioral issues that arise due to improper training or care.
Puppies that have been rehomed without our knowledge or consent.
7. Our Commitment to You
At Trembley Keeshonds, we are committed to the well-being of our puppies and the satisfaction of our families. If you have any questions or concerns about our refund and return policy, please don’t hesitate to contact us. We are here to support you every step of the way.
Valid Reasons for Return or Exchange
1. Allergies to Pets
If a family member develops a severe allergic reaction to the puppy within 7 days of adoption, confirmed by a certified allergy specialist, we will accept the return of the puppy.
Pre-adoption allergy testing is recommended to avoid this situation. If a return is due to pre-existing allergies, a 50% partial refund will be issued to cover administrative and opportunity costs.
2. Undisclosed Congenital Defects
If your puppy is diagnosed with a congenital defect (such as heart, bone, or genetic issues) that was not disclosed before adoption, you may return the puppy for a full refund or exchange.
However, if the congenital defect was outlined in the adoption contract, it is not grounds for a return.
3. Significant Health Issues
If your puppy is diagnosed with a serious health issue by a licensed veterinarian within 5 days of adoption, a return or refund may be issued.
This health issue must be documented with a veterinarian’s official report, outlining the severity and nature of the problem.
4. Behavioral Issues
Severe behavioral concerns, such as aggression or extreme anxiety, that are verified by a licensed veterinarian or supported by video documentation, may qualify for an exchange or refund.
We ask that you work with a professional trainer before initiating the return process to ensure that the behavior is not a result of the puppy’s transition period.
Invalid Reasons for Return
The following reasons are not considered valid grounds for a return or refund:
- General allergies that are not directly triggered by the puppy.
- Health issues that arise after 5 days post-adoption and are not related to the puppy’s original health condition.
- Minor health issues, such as mild diarrhea, worms, or teething, which are common and manageable.
- Behavioral adjustments that require basic training or time for adaptation.
- Change of mind or personal circumstances unrelated to the puppy’s health.
Steps to Initiate a Return or Refund
1. Consult a Veterinarian
If you believe your puppy has a health or behavioral issue, please visit a licensed veterinarian and obtain an official diagnosis.
2. Document Evidence
Gather all relevant documentation, including:
- Veterinary reports
- Video evidence (if applicable)
- Photos (if applicable)
3. Submit Your Request
Contact our team at pups@ericyorkshireterriers.com with a detailed explanation of the issue, along with all supporting documentation.
4. Review and Response
We will evaluate your request and respond within 3 business days. If your return or refund is justified, we will guide you through the next steps.
Returning the Puppy
1. Secure Transportation
Ensure that the puppy is returned safely in a secure and comfortable carrier. It is important that the puppy’s welfare is considered throughout the return process.
2. Shipping Costs
The buyer is responsible for return shipping costs unless otherwise agreed upon in advance.
3. Notify Us
Once the puppy has been shipped, please notify us with the tracking number and expected delivery date. We will confirm receipt and begin processing your return or refund.
Once the puppy is received at our facility, we will process the refund or exchange within 3 business days.
Ownership and Responsibility
- Ownership Transfer: Ownership of the puppy transfers to the adopter once the puppy leaves our care or is delivered to you.
- Return Ownership: If the puppy is returned, ownership reverts to Eric Yorkshire Terriers upon the successful completion of the return process.
Continuous Support
Our relationship doesn’t end with the adoption. We provide lifetime support to all our puppy families. If you need help or guidance before, during, or after the adoption process, we are always available to assist. Whether it’s a question about training, nutrition, or general care, our team is here to support you every step of the way.
Why Choose Eric Yorkshire Terriers?
- Quality Assurance: Every puppy is raised in a loving, healthy environment and undergoes thorough health and behavioral checks.
- Transparency: We provide clear and upfront information about each puppy’s health and temperament.
- Lifetime Support: Our commitment to your puppy’s health and happiness continues long after adoption.
- Trusted Care: We prioritize the well-being of both our puppies and their new families, offering support and guidance throughout the adoption journey.
This Refund and Return Policy is designed to protect both the adopter and the well-being of the puppies. By following these guidelines, we aim to ensure a positive experience for all involved, providing both a happy home for the puppy and peace of mind for the adopter.