Refund Policy

This Refund Policy clearly defines the standardized refund rules, applicable scenarios, processing procedures and service standards for all orders placed on our website. The policy applies to all customers who purchase pet products on our official site. We adhere to open, transparent and customer-oriented service principles to ensure every shopping experience is secure and risk-free. All rules are formulated to protect the legitimate rights and interests of every user while maintaining standardized and efficient order processing.

General Refund Rules

We provide a user-friendly after-sales refund system for all purchased items. Customers are eligible to apply for return and refund services within the valid return period after receiving the products. All successful return applications will trigger a complete refund process in accordance with unified service standards.
Our store provides full free worldwide shipping and fully covers all tariffs and customs fees for international orders. No additional shipping cost, tariff cost or handling fee will be deducted from the refund amount. Customers will receive a full refund of their original product payment amount for eligible return orders.

Valid Return and Refund Eligibility

Customers can initiate a refund application for the following common scenarios: unsatisfied product experience, product size mismatch, unopened and unused products that do not meet personal expectations, as well as defective, damaged or incorrect items received due to logistics and production reasons.
To ensure smooth refund processing, all returned products must be kept in unused, intact and resalable condition, with original packaging, accessories and labels complete. Products that are severely worn, damaged by human factors or lack complete packaging may not be eligible for full refund service.
All refund applications must be submitted within the valid return cycle. We support a 60-day return window for all products on the site, giving customers sufficient time to inspect and experience the items.

Refund Processing Cycle

After we receive, inspect and confirm the returned items, our official team will start the formal refund procedure. The entire refund processing period is 5 to 10 working days. The fund will be fully returned to the customer’s original payment channel.
All refund progress is systematically recorded and traceable. Customers can check the order status and refund progress through their personal order page. We strictly follow the unified processing cycle for all refund requests and maintain consistent service efficiency for all global customers.

Partial Refund Rules

For special scenarios such as partial product return, partial item defect or partial order cancellation, we provide flexible partial refund services. The refund amount will be calculated according to the actual returned product quantity and unit price. No hidden fees or unreasonable deductions will be generated during the process.

Order Cancellation Rules

Customers can apply for order cancellation before the order is shipped. All successfully cancelled unshipped orders will be fully refunded without any deduction. Our orders will be shipped within 1 to 3 working days after payment confirmation. Once the order enters the shipping process, cancellation requests will be transferred to the return and refund process after package delivery.

Service Guarantee

We maintain a strict and standardized refund review mechanism to ensure fairness and rationality for every customer. All eligible refund applications will be processed actively and efficiently. We refuse unreasonable delay, arbitrary rejection and irregular deduction of refunds.
If you encounter any problems during the refund application and processing process, you can contact our official customer service team through the Contact Us page on the website. Our team will provide professional guidance, problem solving and follow-up processing services to ensure your rights and interests are fully protected.