Refund Policy

This Refund Policy is formulated in strict accordance with international cross-border e-commerce industry service standards and consumer rights protection specifications, and systematically standardizes all return qualification conditions, return application procedures, non-returnable commodity scope, returned goods inspection standards, refund processing cycle, refund method, commodity exchange rules and after-sales abnormal problem handling specifications for all commodity transaction behaviors and shopping consumption behaviors on this website. This policy applies to all ordinary individual consumers and registered users who purchase pet products through this website. All users who complete order payment and confirm purchase behaviors fully confirm that they have carefully read, fully understood and voluntarily recognized all terms of this Refund Policy, and voluntarily accept the full legal binding force of this policy on their shopping behaviors and after-sales rights and obligations. This Refund Policy and other official website policies jointly form a complete closed-loop after-sales service guarantee system, and all shopping after-sales disputes, transaction conflicts and consumer rights disputes shall be handled strictly in accordance with the provisions of this policy. All fund settlement currencies involved in the return and refund process are uniformly United States Dollars, and all refund amounts are settled in accordance with the actual payment amount of the original order.

In order to fully protect the independent consumption choice rights and legitimate after-sales rights and interests of global pet product consumers, our website provides all eligible users with a relaxed and user-friendly sixty-day long official return and refund service window. The sixty-day return period starts from the time when the official logistics carrier marks the package as successfully delivered to the user’s designated delivery address. The return window timing standard is based on the official logistics system delivery record, which is fair, transparent and traceable. Within the valid sixty-day return period, users can initiate formal return and refund applications for all eligible products for any legitimate reasons, including personal use dissatisfaction, inconsistent product wearing effect with psychological expectations, inappropriate purchase selection, product style mismatch with pet body type, personal preference problems and other non-quality subjective reasons.

Our return service abandons the tedious return reason certification mechanism of most traditional e-commerce platforms. Users do not need to provide complex and strict return reason description, scene proof and problem certification materials when initiating return applications, which greatly simplifies the user’s after-sales operation process, reduces the threshold of user return rights protection, and effectively solves the problem of insufficient after-sales reaction time and cumbersome return procedures in traditional cross-border shopping. The super-long sixty-day return window fully reserves sufficient inspection time, use experience time and decision-making adjustment time for users, allowing every pet parent to carefully experience the product wearing effect, fitting degree and use performance after receiving the goods, and make return decisions calmly, truly realizing worry-free shopping and risk-free consumption experience.

In terms of return eligibility judgment standards, all pet daily supplies sold on this website, including dog apparel, pet walking harnesses, collars, matching sets, dog shoes, pet beds and various pet accessories, can enjoy official return and refund services on the premise of meeting unified commodity condition standards. The core eligible return conditions are formulated based on product attributes and industry after-sales specifications, with fairness and rationality as the core principle. The specific eligible return standards include that the returned products are in basically unused state, no artificial structural damage, no obvious long-term wear and aging traces, no dirt, stain and peculiar smell pollution adhesion, complete original product accessories and complete outer packaging, and no secondary processing, modification and private disassembly of the products.

In view of the particularity of pet wearing products, we allow slight trial use traces and surface inspection traces generated by users’ personal fitting trial and daily short-term experience. Slight trial use traces will not affect the product’s return qualification and will not be used as a basis for rejecting user return applications, which fully reflects the humanized service concept of taking user experience as the core. Only products that have been used in large quantities for a long time, seriously worn and deformed, artificially damaged, contaminated by a large amount of dirt and peculiar smell, modified privately, and unable to be resold normally will be judged as ineligible for return, and the platform has the right to reject refund applications for such non-compliant products.

In order to standardize the return process, ensure the orderly progress of after-sales work and avoid disorderly return operations, all users who need to return goods must abide by the unified official return application process stipulated by the policy. Within the valid sixty-day return period, users must actively initiate a formal return application through the official Contact page of the website, and apply to the customer service team for an official return authorization number and a standardized unified return address designated by the platform. All returned packages without official return authorization number and all packages sent to non-designated return addresses will be automatically rejected by the warehouse inspection team, and cannot enter the formal return inspection and refund processing process.

Before returning the goods, users need to complete tight and complete packaging of the returned products to avoid secondary extrusion damage, structural deformation, surface dirt pollution and accessory loss during return logistics transportation. It is recommended that users choose formal traceable international logistics channels to send back goods, and properly retain return logistics waybills and transportation proof documents for subsequent problem verification and after-sales follow-up processing. All return application behaviors and return operation behaviors of users must be completed within the valid return window, and return applications beyond the time limit will not be accepted by the platform.

In terms of non-returnable product scope, combined with the inherent attribute characteristics of pet products and industry after-sales safety operation specifications, we clearly define individual non-returnable product categories to standardize website operation and effectively protect the legitimate rights and interests of both users and the platform. All personalized customized products produced according to users’ exclusive personalized needs belong to non-returnable products. Such customized products have exclusive personalized attribute characteristics, cannot be resold for secondary sales, and have no universal commodity value, so they do not support return and refund services. In addition, all special discount final-sale products with exclusive final-sale identification marks on the product detail page are non-returnable and non-refundable after payment completion. All non-returnable product attribute descriptions and label marks are clearly displayed on the product page in advance, and users can fully confirm the product return attribute before purchasing to avoid unnecessary after-sales disputes.

In terms of return freight charging rules, this policy clearly stipulates the freight liability division standard consistent with the unified service specifications of global formal cross-border e-commerce platforms. The global free shipping service launched by our website only applies to the outbound logistics transportation service from the official website warehouse to the user’s designated delivery address, and does not cover the return freight generated by the user’s active return application. For all return behaviors initiated by users due to personal subjective reasons such as personal dissatisfaction, inappropriate selection and inconsistent experience, the return freight generated in the return logistics process needs to be independently borne by the users themselves, and the platform does not bear any return freight cost.

For abnormal orders caused by platform responsible reasons, including inherent product quality problems, wrong commodity delivery, missing product accessories, serious product defects and package damage caused by transportation extrusion, we will fully bear all return freight costs for users, and provide free return and exchange services. For all consumption losses and after-sales troubles caused by platform errors and product quality problems, the platform will fully compensate, so as to fully protect the legitimate consumption rights and interests of users and ensure that users do not bear any unnecessary economic losses.

After the returned package arrives at the official platform warehouse, our professional quality inspection team will conduct a comprehensive, detailed, objective and fair inspection and evaluation of all returned products in strict accordance with unified official return inspection standards. The inspection content covers the overall integrity of the product, surface wear degree, dirt pollution status, accessory completeness, outer packaging integrity, structural stability and product usability. All inspection work is standardized and transparent, and each returned product will have a complete inspection record to ensure fair judgment of return qualification.

After the inspection work is completed, the system will automatically push the official inspection result notification to the user’s reserved email address in a timely manner. For returned goods that pass the inspection and fully meet the official refund conditions, the platform will immediately start the formal refund process; for unqualified returned goods that do not meet the refund standards, the customer service team will clearly inform users of the specific rejection reasons in detail, and provide targeted problem handling suggestions and follow-up solutions.

The official standard refund processing cycle stipulated by the platform is five to ten working days. After the returned products pass warehouse inspection and are confirmed to fully meet the refund conditions, our financial team will complete internal fund verification, account checking and official refund operation within five to ten working days. It should be specially noted that the five-to-ten-day cycle is the internal official processing time of the platform, which is the fixed processing time for the platform to complete the refund operation. After the platform successfully issues the refund, the final arrival time of funds will be slightly affected by the processing rules and settlement efficiency of the user’s payment institution and bank system. The fund arrival delay caused by the internal system rules of the payment side does not belong to the platform’s service delay and service default, and the platform will not bear any liability for such delay. All refunds are issued in full in United States Dollars according to the actual payment amount of the user’s original order, with no arbitrary deduction of fees and no hidden withholding.

The platform supports flexible partial return and partial refund services for multi-item combined orders. Users can independently select individual unsatisfactory products in the combined order to initiate return applications within the valid sixty-day return period. After the single product passes the warehouse inspection and meets the refund conditions, the platform will refund the corresponding single product price according to the actual payment proportion of the original order, which will not affect the normal after-sales rights and valid use qualification of other products in the same order, bringing users flexible and diverse after-sales processing options.

At the same time, the platform provides formal product exchange services for users. Users can apply for product exchange of different styles, sizes and specifications within the valid return period. The exchange process is implemented in strict accordance with the standardized return and re-purchase mechanism. After the original product is returned and inspected to be qualified, the platform will immediately arrange the delivery of new products, and the price difference will be settled according to the real-time official price of the new products.

For defective products, wrong delivery products and transportation damaged products caused by platform reasons, we implement priority after-sales processing services. Users can submit problem feedback and upload clear product defect photos through the official Contact page immediately after receiving abnormal products. Our customer service team will verify the problem details in the shortest time, and provide users with two optional solutions of full refund or free replacement according to the user’s personal needs, so as to minimize the user’s consumption loss and shopping experience impact. All after-sales abnormal problems will be followed up by special customer service personnel one by one until the problem is completely resolved and closed, ensuring that every user can enjoy fair, standardized and thoughtful after-sales service guarantee.

All terms of this Refund Policy are long-term stable and effective. We will update the policy content according to the iteration of industry after-sales service standards and platform operation needs. All updated terms will be publicly displayed on the official website page, and user shopping behaviors after the policy update will be bound by the latest terms. If users have any questions about return eligibility, return procedures, refund cycle and after-sales problem handling, they can consult through the official Contact page at any time.