Refund Policy

1. Refunds for Physical Goods

This section applies to physical products sold through our brands including but not limited to Petloo (pet supplies), Katuchef (kitchen and culinary products), and other consumer goods.

1.1 Return Eligibility

We want you to be completely satisfied with your purchase. If you are not satisfied with a physical product, you may request a return within 30 days of the delivery date, provided the product meets the following conditions:

• The product is unused, unworn, and in the same condition that you received it
• The product is in its original packaging with all tags and labels attached
• The product has not been damaged, altered, or modified in any way
• You provide proof of purchase (order number or receipt)

1.2 Non-Returnable Items

Certain types of physical goods are not eligible for return, including:

• Perishable goods (such as food items or pet treats)
• Personal care items or hygiene products that have been opened
• Products marked as "final sale" or "non-returnable" at the time of purchase
• Gift cards or promotional items

1.3 Return Process for Physical Goods

To initiate a return for a physical product:

1. Contact us at info@anorcommerce.com with your order number and reason for return
2. Our customer service team will review your request within 2 business days
3. If approved, you will receive return shipping instructions and a return authorization number
4. Ship the product back to us using a trackable shipping method (you may be responsible for return shipping costs unless the product arrived damaged or defective)
5. Once we receive and inspect the returned item, we will process your refund

1.4 Damaged or Defective Products

If you receive a damaged or defective physical product, please contact us immediately at info@anorcommerce.com with photos of the damage or defect. We will provide a prepaid return label and issue a full refund or replacement at no additional cost to you.

2. Refunds for Digital Products & Info-Products

This section applies to all digital information products ("Info-Products"), including but not limited to online courses, training programs, e-books, digital downloads, webinars, coaching programs, and other digital content.

2.1 General Policy

Due to the instant nature of digital product delivery and to protect our intellectual property, all sales of digital products and info-products are final. Once you have been granted access to the digital content, you cannot request a refund.

By purchasing a digital product, you acknowledge that you have read and understood the product description, features, and any preview materials provided, and that you waive your right to cancel or request a refund.

2.2 Exceptions

We may, at our sole discretion, provide refunds for digital products in the following exceptional circumstances:

• Non-Delivery: If you did not receive access to the digital product within 48 hours of purchase and we are unable to provide access after you contact us
• Technical Issues: If the digital product is fundamentally broken or inaccessible due to technical errors on our platform, and we are unable to resolve the issue within a reasonable timeframe
• Duplicate Purchase: If you accidentally purchased the same digital product multiple times and contact us within 48 hours
• Unauthorized Transaction: If your payment method was used without your authorization (subject to verification)

2.3 Legal Warranty Period (Brazilian Customers)

For customers located in Brazil, in accordance with the Brazilian Consumer Defense Code (Código de Defesa do Consumidor - CDC), you have the right to cancel your purchase of digital products within 7 days from the date of purchase or from the date you received access to the digital content, whichever is later, provided that:

• You have not accessed or downloaded more than 20% of the digital content
• You submit your cancellation request via email to info@anorcommerce.com

This right of withdrawal is a consumer protection measure under Brazilian law and applies only to customers with a billing address in Brazil. Refunds for Brazilian customers will be processed in accordance with local regulations.

2.4 No Refunds After Content Access

Once you have accessed, viewed, downloaded, or consumed any portion of the digital product beyond the preview materials, you are not eligible for a refund except as required by applicable law or as outlined in Section 2.3 above.

3. How to Request a Refund

To request a refund for either physical goods or digital products (where eligible), please follow these steps:

1. Send an email to info@anorcommerce.com with the subject line "Refund Request"
2. Include the following information in your email:
• Your full name and email address used for the purchase
• Order number or transaction ID
• Product name and type (physical or digital)
• Reason for requesting a refund
• For physical goods: Photos if the product is damaged or defective
3. Our customer service team will review your request and respond within 2-3 business days
4. If your refund is approved, we will provide further instructions

4. Processing Time

Once your refund request has been approved, we will process the refund according to the following timeline:

4.1 Physical Goods

• Inspection Period: 3-5 business days after we receive the returned product
• Refund Processing: 5-10 business days after inspection is complete
• Total Time: You can expect to see the refund in your account within 8-15 business days from when we receive the returned item

4.2 Digital Products (Eligible Cases Only)

• Review Period: 2-3 business days to verify eligibility
• Refund Processing: 5-7 business days after approval
• Total Time: You can expect to see the refund in your account within 7-10 business days from your initial request

4.3 Payment Method

Refunds will be issued to the original payment method used for the purchase. If the original payment method is no longer valid or available, please contact us at info@anorcommerce.com to arrange an alternative refund method.

Please note that depending on your bank or credit card company, it may take an additional 2-5 business days for the refund to appear in your account after we process it.

4.4 International Customers

For international customers, especially those in Brazil and other LATAM countries, please be aware that currency conversion rates and international transaction fees may affect the final refund amount. We process refunds in the original transaction currency whenever possible.