Pet Products Return & Refund Policy
We value your trust in our products. Please review our return and refund guidelines to ensure a smooth experience.
Thank you for choosing our pet products. We are committed to providing safe, high-quality products and thoughtful services for your furry friends. To protect your legitimate rights and interests, and considering the particularity of pet products (related to pet health and hygiene), we have formulated the following return and refund rules. Please read carefully:
I. Eligibility for Returns & Refunds
1. 7-Day Free Return Policy
Within 7 days from the date of receipt, you may apply for a no-questions-asked return or refund if the product is unopened, unused, and in resalable condition (with intact packaging, complete accessories, no stains, damage, or odors). Customized products are excluded.
2. Returns for Quality Issues
Within 30 days from the date of receipt, if the product has non-human-induced quality defects (such as craftsmanship flaws, material defects, or functional failures that affect normal use), you may apply for a return, refund, or exchange. Please provide clear photos/videos of the defect and order information to verify the issue.
3. Non-Returnable Items
For hygiene and safety reasons, the following items are non-returnable unless defective:
- Disposable pet products (e.g., pee pads, wet wipes, disposable collars)
- Pet food, treats, and supplements (once opened or with damaged packaging)
- Personalized/customized products (made according to your specific requirements)
- Products that have been used, soiled, damaged, or with missing accessories (that affect secondary sales)
II. Return & Refund Process
- Contact Us: Contact our customer service team via [email/phone/online chat] within the eligible period, providing your order number, product photos/videos (if applicable), and a detailed description of your return reason.
- Receive Authorization: After our customer service verifies your application, we will send you a return authorization (RA) number and return address.
- Ship Back: Package the product securely, mark the RA number on the outer packaging, and ship it back to the specified address within 7 days of receiving the authorization. Please retain the shipping receipt and tracking number.
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Processing: We will inspect the returned product upon receipt. Once confirmed to meet the return conditions, we will process your refund or exchange within 3-5 business days:
- Refund: The full purchase amount will be credited back to your original payment method (processing time depends on your payment provider’s policies).
- Exchange: We will ship the replacement product to you free of charge (applicable for quality-related issues).
III. Additional Terms
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Shipping Costs:
- For no-questions-asked returns: You are responsible for the return shipping fee.
- For returns due to quality issues or shipping errors (e.g., wrong product, incorrect size): We will cover the return shipping fee and the cost of resending (for exchanges).
- Product Condition Check: We reserve the right to reject returns if the product is not in the condition specified in these policies (e.g., opened, used, damaged, or missing parts).
- Customized Products: Customized items are made to your unique specifications and cannot be returned or refunded unless there is a manufacturing defect.
- Expired Returns: Requests submitted after the eligible period (7 days for no-questions-asked returns, 30 days for quality issues) will not be accepted.
If you have any questions about our return and refund policy, please contact our customer service team. We are here to assist you!