Refund policy
souisoui (souisoui.com) is operated by Ferpa Enterprises LLC, with a business address at 2335 E. Atlantic Blvd. Ste 200, Pompano Beach, FL 33062, United States. Purchases appear on your card or bank statement as SOUISOUI. For any question about this policy, contact us at support@souisoui.com.
How to request a refund
To request a refund, contact support@souisoui.com within 30 days of the delivery date, including your order number and a description of the issue (with photos if the item is damaged, incorrect, or not as described). This window already meets or exceeds the minimum cancellation period required by applicable law, wherever you are located. We review each request individually and will confirm the outcome, along with any next steps, by email.
When a refund is approved
A refund is approved when any of the following applies:
- The product arrived damaged or defective.
- You received the wrong item.
- Your order was not delivered within the maximum delivery window stated in our Shipping policy.
- You report dissatisfaction with the product within the 30 day period described above, together with a photo of the item.
How and when you are refunded
Once approved, the refund is issued to your original payment method. It typically takes 10 to 15 business days from approval for the refund to appear on your statement, depending on your bank or card issuer. If we ask you to return an item as part of processing your request, we will provide instructions by email; return shipping costs are your responsibility unless the item was damaged, defective, or incorrect.
Items not eligible for a refund
The following are not eligible for a refund:
- Products showing signs of use, wear, or chewing by a pet.
- Leashes, collars, or harnesses that have already been used on a walk.
- Personalized or custom made items, including personalized ID tags.
- Gift cards.
- Personal hygiene items with a broken seal.
Cancellation notice
If you wish to cancel your order and request a refund, you can simply email us within 24 hours of your order being placed.
"I hereby give notice that I wish to cancel my order for the following goods: [order number and item description], ordered on [date], name of customer, address of customer, date."
Governing law
This policy is governed by the laws of the State of Florida, United States, as set out in our Terms of service, without affecting any mandatory consumer protection rights you have under the law of your country of residence.