REFUND POLICY
we always take customer shopping satisfaction and pet using experience as the core principle, and provide standardized, fair and transparent return and after-sales guarantee services for all customers who purchase our dog harnesses and dog treats. we fully understand that every pet product is related to the daily walking safety and dietary health of pets, so we strictly control product quality and provide perfect after-sales protection to ensure that every pet family can buy reassuring and practical pet supplies.
all products support return applications within 30 calendar days after the parcel is marked as delivered by logistics. the 30-day return period fully meets the customer’s product trial, wearing test, feeding test and quality inspection needs. all returned products must be kept in unused, unwashed, undamaged original state, complete with original packaging, brand tags, labels and auxiliary accessories. pet harnesses with artificial scratches, wear marks, dirt stains, private cutting and modification, and dog snacks with opened packaging, expired, damp and damaged conditions are not eligible for full refund return.
all return applications must be initiated through official customer service channels. you need to provide the order number, product name, detailed return reason, and real photos of the product status and packaging. after our team reviews and approves the return application, we will issue an official return authorization number and detailed return shipping instructions. any parcels returned without official authorization will be automatically rejected by the warehouse and cannot be refunded, so please be sure to contact customer service to confirm before returning goods.
for conventional personal reason returns (unsuitable size, inconsistent style imagination, personal preference mismatch, temporary unnecessary purchase, etc.), the customer needs to bear the return shipping cost by themselves. our free global shipping service only covers the initial outgoing shipping fee and does not include return shipping expenses. after the warehouse receives and inspects the returned goods and confirms that they meet the return standards, we will initiate a refund to your original payment channel within 5 to 10 working days. the arrival time of the refund is subject to the processing cycle of your payment institution, and we cannot control the bank’s internal accounting time.
for product quality problems, factory defects, shipping damage, wrong goods delivery and missing accessories caused by our official reasons, we provide free after-sales solutions. if the dog harness has stitching defects, structural damage, size error, or the dog snacks have packaging leakage, damage and quality problems, please take clear photos within 7 days after receiving the goods and send them to customer service. after verification, we will provide free replacement, supplementary accessories, full refund or partial refund services according to the actual situation, and bear the corresponding return shipping and reshipping costs.
this return and refund policy does not cover product damage caused by artificial misuse, improper cleaning and maintenance, private disassembly and modification, long-term wearing aging and external impact damage after use. pet harnesses need to be cleaned and maintained in strict accordance with the official care instructions, and dog snacks need to be stored in a dry and cool environment. product damage and deterioration caused by non-standard use and storage shall be borne by the customer itself, and no refund and compensation will be provided.
all discounted products purchased in seasonal promotions enjoy the same return and refund policy as regular products. the refund amount will be calculated according to the actual payment amount of the customer after discount. we prohibit malicious return behaviors such as frequent large-scale returns, trial use returns and fraudulent returns. we reserve the right to reject return applications of users with abnormal return records and restrict their subsequent shopping qualifications.
we reserve the right to optimize and adjust this refund and return policy according to business development and industry norms. the latest policy content published on the official website shall prevail, and the policy version effective on the day of your order placement shall govern your order after-sales rights and interests.