Returns & Exchange Policy
Orders shipped from overseas cannot be cancelled or refunded after fulfillment. This policy is stated in our terms and conditions, which must be agreed upon before checking out.
To be eligible for a return, refund, or exchange, the item must be in its original packaging and in the same condition it was received, with tags intact and not cut off. The item must also be unworn or unused, and any plastic wrapping must be unopened. We cannot process returns for items purchased during clearance, pop-up, live streaming, bundles, with gift cards, pre-orders, or received as gifts. A receipt or proof of purchase is required, and the return must be requested within 7 days of delivery.
We do not accept returns or exchanges for wearable accessories (including carriers), beds, perishable items such as food, treats, supplements, or any liquid or balm items. If you receive a defective or damaged item or the wrong item, please contact us immediately via WhatsApp within 7 working days after the delivery date. Certain items, such as perishable goods, wearable accessories (leash, collars, harness, carrier, etc.), personal care goods (liquid/balm products), and bed, cannot be returned. Sale items, pre-orders, and gift cards are also non-returnable.
To initiate a return, please contact us at email@example.com or via WhatsApp. If your return is accepted, we will provide a return shipping address. The item must be sent with paid and traceable delivery, as we are not responsible for lost mail. Items sent back without first requesting a return will not be accepted. Once we receive the return parcel, we will process the exchange and update you on its status.
Refunds will be issued after we receive and inspect the return, which may take 3-14 working days. If approved, a refund will be issued to the original payment method after deducting a 10% restocking fee and delivery fees. The amount refunded will be the original total order minus delivery fees and restocking fees.
If the return is rejected, you may collect your item(s) from our office or arrange for delivery at an additional fee. Please allow time for your bank, credit card company, or payment provider to process and post the refund. If you do not receive the refund within 7-14 working days, please contact us.
For any return questions, please contact us at firstname.lastname@example.org or via WhatsApp. All communication must be in English.