1. Eligible Return Period

• For all customers: You may submit a return request within 30 calendar days after you receive the package.
• EU/UK customers enjoy a statutory 14-day cooling-off period per local consumer law, which overlaps with our 30-day window.
• Any return application sent after 30 days will not be accepted.

2. Return Eligibility Rules (For Change-of-Mind Returns)

1. Goods are unused, clean, no pet hair, stains, bite marks or strange odors.
2. All original packaging, tags, accessories, manuals and gift sets are complete and undamaged.
3. No scratch, wear or damage caused by pets or improper use.
4. You must obtain an official RMA (Return Merchandise Authorization) number from our support team before sending items back. Packages without RMA will be rejected and discarded directly.

3. Non-Returnable Items

• Pet food, snacks, canned food, nutritional supplements
• Disposable hygiene products: pet diapers, litter bags, grooming wipes
• Custom personalized pet tags, engraved goods
• Clearance, flash sale & final sale items

4. Different Situations Handling

Situation A: Damaged, Defective or Wrong Item Sent (Our Fault)

1. Contact support within 48 hours after delivery, provide clear photos of outer box, damaged goods and order number.
2. We cover all return shipping fees. You can choose:
   • Full refund of your payment, including original shipping cost
   • Free replacement reshipment with no extra charge
3. No restocking fee will be deducted.

Situation B: Change of Mind / Unsuitable Size / Don’t Like It (Customer’s Fault)

1. You bear all round-trip shipping costs, import duties and customs fees generated during return.
2. A 15% restocking fee will be deducted from your refund to cover inspection, packaging and logistics loss.
3. Refund amount = Item price − return shipping − restocking fee. Original delivery fee is non-refundable.

5. Step-by-Step Return Process

1. Email our support team with your order number, product photos and return reason to apply for an RMA number.
2. We will reply within 24 hours with return address and shipping instructions.
3. Pack items securely, write your RMA number clearly on the outside of the parcel.
4. Send back via trackable logistics, email us the tracking number once shipped.
5. After we receive and inspect the returned goods (3–7 working days), we will process your refund or exchange.

6. Refund Processing Rules

1. Approved refunds will be returned to your original payment channel within 5–10 business days.
2. Banks, PayPal or card issuers may take extra 3–15 days to display funds in your account, which is out of our control.
3. We do not support cash refunds; all refunds go through the original payment method.

7. Exchanges Policy

1. Complete the same RMA return process first.
2. After we receive and check your returned item, we will arrange new shipment once you pay the new delivery cost.
3. Price difference will be settled by extra payment or partial refund accordingly.

8. Contact Support