Refund and Returns Policy

Return & Refund Policy

This policy applies to independent online stores selling cat and dog supplies to the US/EU/UK markets. It is clearly worded, with fair terms, balancing consumer protection and merchant risk control.

I. Eligibility for Returns

To ensure your pet’s health and safety, items meeting the following conditions are eligible for return:

30-Day No-Reason Return Policy (calculated from the date of receipt)

Items are unused, unwashed, odorless, and free of pet hair.

Items retain their original packaging and accessories (tags, instructions, gifts, etc.).

Provide your order number or proof of purchase.

⚠️ For hygiene and safety reasons, the following items are not eligible for return:

Used or trialed pet food, snacks, and nutritional supplements.

Used pet toys and chew products.

Customized items (engraved collars, custom clothing, etc.).

Clearance items clearly marked as Final Sale/Clearance.

II. Return Process

Contact customer service to submit a return request (provide order number and reason).

Customer service will process your request within 1-2 days. Returns will be reviewed and instructions provided within one business day.

Please ship the goods back according to the instructions (trackable shipping is recommended).

The warehouse will process the refund or exchange after receiving and inspecting the goods.

Unauthorized returns may not be accepted.

III. Refund Method and Time

Refunds will be returned to the original payment method (credit card/PayPal, etc.).

Refunds will be initiated within 3–5 business days after the goods have been inspected and approved.

Arrival time may take 5–10 business days depending on the bank or payment platform.

Shipping fees (if applicable) are generally non-refundable unless there is a quality issue with the goods or the wrong item was shipped.

IV. Exchange Policy

For size or style exchanges, please contact customer service to confirm stock availability.

Exchanges are limited to the same item.

Shipping costs for size discrepancies are usually borne by the customer.

V. Damaged or Wrong Items

If you receive a product with any of the following issues, please contact us within 48 hours:

Damaged during shipping

Missing items

Wrong style/size/quantity sent

Please provide clear photos or videos as proof, and we will provide you with:

Free replacement, or

A full refund (including shipping costs)

VI. EU Consumer Rights Statement

If you are located in the EU, you are entitled to a 14-day cooling-off period (Right of Withdrawal):

You can cancel your order and return the product within 14 days.

The product must be in unused condition.

Return shipping costs are borne by the consumer (unless the product is defective).

VII. Contact Us (US)

For any returns or refunds, please contact:

Customer Service Email: zhu641682411@outlook.com

Customer Service Hours: Mon–Fri, 9:00–18:00 (GMT)

We are committed to providing you and your pet with a safe and enjoyable shopping experience 🐾

Friendly Reminder (Best Practice):

Avoid absolute language (e.g., “No returns or exchanges”), as customers in Europe and America trust “fair and transparent” policies more.

Placing return policy entry points on product pages and checkout pages can effectively reduce disputes and chargebacks.