Return and Exchange Policy

Pet Store Return and Exchange Policy

Thank you for shopping at our pet store! We value the customer shopping experience and hope that you are satisfied with the products you purchase. If you need to return or exchange products, please follow the policy below.

1. Return and Exchange Conditions

Product Condition: Products to be returned or exchanged must be unused, undamaged, and in complete packaging, with all accessories, labels, invoices, etc. complete.

Return Time Limit: Most products can be returned or exchanged within 30 days. Products that are more than 30 days old are generally not accepted for return unless there is a quality problem or legal requirement.

Special Products: Customized products, food products, pet health products, promotional products, etc. will not be returned or exchanged once opened or used, unless there is a quality problem.

2. Return and Exchange Process

Submit a request:

Please contact our customer service team within 30 days of purchase to submit a return or exchange request. You can submit a request via email, phone, or on the website.

Provide the order number, details of the purchased products, and the reason for the return or exchange.

Return Authorization:

We will review and issue a return authorization based on your situation. Unauthorized returns will not be processed.

Mailing of returned items:

Make sure the returned items are well packaged and mailed by a reliable courier. We recommend using a mailing service with tracking function to confirm the status of the return.

Please ensure that the items are not damaged during the mailing process. If the items are damaged during transportation, the return will not be processed.

Refund and Exchange Processing:

Once we receive and inspect the returned items and confirm that they meet the return criteria, you will receive a refund or exchange.

Refund method: Refunds will be refunded through the original payment method. Please note that it may take some time for the bank or payment platform to process the refund.

Exchange: If you choose to exchange, we will arrange a replacement product for you as soon as possible. If the required product is out of stock, we will notify you in time and provide other solutions.

3. Return shipping costs

Quality problems or wrong products: If the return is due to our shipping error or product quality problems, the return shipping costs will be borne by us. We will provide you with a free return label.

Other reasons: If you return the product for personal reasons (such as dislike, inappropriate size, etc.), the shipping cost will be borne by you.

4. Non-returnable and non-exchangeable products

The following products are not returnable and non-exchangeable:

Customized products: Products customized for your pet (such as customized collars, pet clothes, etc.) cannot be returned or exchanged unless there are manufacturing defects or quality problems.

Food products: Pet food or snacks that have been opened cannot be returned or exchanged.

Health and care products: Pet medicines and cleaning products that have been opened and used cannot be returned or exchanged.

Promotional products: Some promotional and discounted products may be clearly marked as non-returnable and non-exchangeable when purchased, please pay attention to this when purchasing.

5. Refund processing

Refund time limit: After receiving the returned product and confirming that it meets the return criteria, the refund will be processed within 7-10 working days.

Payment method: The refund will be returned through your original payment method (such as credit card, Alipay, etc.).

6. Damaged products

If the product you received is damaged, missing parts or other problems, please contact our customer service team immediately and provide relevant photos. We will provide you with return and exchange services to ensure that you get a satisfactory solution.

7. Special circumstances

If the product cannot be returned or exchanged due to personal reasons (such as pets not adapting to certain food or supplies), we encourage you to communicate with our customer service team, there may be other solutions.

We reserve the right to adjust the return and exchange policy according to the circumstances. The adjusted policy will be announced on our website and will take effect immediately.