RETURN & REFUND
POLICY

ITGen is dedicated to ensuring customer satisfaction. If our products don’t meet your expectations, you can easily return them within thirty (30) days for a refund. You only need to cover the cost of return shipping.  If you are not entirely happy with your purchase, we’re here to help.

1. Returns

1.1 Return Eligibility
To be eligible for a return, your item must be:

  • Unused and in its original condition: The product must be in the same state as you received it, with original tags and packaging intact.
  • Within the return window: You have 30 days from the date of receiving your item to initiate a return.
  • Accompanied by proof of purchase: Please have your order number or receipt ready.

1.2 Non-returnable Items
For the health and safety of all pets, the following items cannot be returned due to their nature:

  • Opened or used consumable products: This includes, but is not limited to:
    • Universal Probiotic Soft Chews for Cats & Dogs
    • Universal Digestive Enzyme Soft Chews for Cats & Dogs
    • Universal Glucosamine Chondroitin Soft Chews for Cats & Dogs
    • Pet Dental Water Additive
  • Opened hygiene products: Such as Pet Wet Wipes and Pet Waterless Cleaning Gloves.
  • Chew toys and sticks that show signs of use: This includes the Coffee Wood Chew Stick and Loofah Chew Toy once they have been given to your pet.

1.3 How to Initiate a Return
Please follow these steps to return an eligible item:

  1. Contact our customer service team at return@itgen.com within the 30-day return period. Include your order number and the reason for the return.
  2. Our team will provide you with a Return Authorization and instructions on where to send your package.
  3. Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

2. Refunds

2.1 Timing of Refunds
After your return is approved, a refund will be processed immediately. The time it takes for the refund to be credited to your original payment method may vary depending on your bank or credit card company, but typically takes 5-10 business days.

2.2 Refund Method
Refunds will be issued to the original method of payment used for the purchase.

2.3 Partial Refunds
Certain situations may only qualify for a partial refund, including:

  • Items returned with signs of damage not due to our error.
  • Items not in their original condition.
  • Any item missing parts or components for reasons not due to our error.

3. Exchanges

We only replace items if they are defective or damaged upon receipt. If you need to exchange a defective item for the same product, please contact us at exchange@itgen.com with your order number and photos/videos of the defect.

4. Shipping Costs

Return shipping costs are the responsibility of the customer, unless the return is due to an error on our part (e.g., wrong item shipped) or a defective product. The cost of return shipping will be deducted from your refund if you choose a method that is more expensive than our standard shipping.

5. Questions?

If you have any questions about our Returns & Refunds Policy, please don’t hesitate to contact us:

  • البريد الإلكتروني: support@itgen.com
  • Business Hours: 9:00 AM – 6:00 PM (EST), Monday to Friday