Returns & Refunds Policy
Last updated: September 4, 2026
Your satisfaction is important to us. If you are not happy with your purchase, we're here to help.
Return Window 7 days
You have 7 calendar days from the date of delivery to request a return. After 7 days, unfortunately we cannot offer a refund or exchange.
Eligibility for Returns
To be eligible for a return, your item must be:
- Unused and in the same condition that you received it.
- In the original packaging, with all tags and accessories included.
- Accompanied by proof of purchase (order number or receipt).
The following items are not eligible for return:
- Pet treats, food, or any consumable products (for hygiene reasons).
- Items marked as "Final Sale" or "Clearance".
- Products that have been used, damaged, or altered by the buyer.
- Gift cards.
How to Request a Return
- Email us at henry@pethub1899.xyz with your order number and a brief reason for the return.
- Our support team will review your request and reply within 2 business days with a Return Merchandise Authorization (RMA) number and instructions.
- Ship the item back to the address we provide, with the RMA clearly marked on the package.
Return Shipping Costs
- If the return is due to our error (defective, damaged, wrong item), we cover the return shipping cost.
- For all other returns (change of mind, ordering the wrong size), the buyer is responsible for the return shipping cost.
- Original shipping charges are non-refundable.
Refunds
Once your return is received and inspected, we will email you to confirm receipt. If approved, your refund will be processed within 5–10 business days and credited to your original payment method (PayPal account or card). Please note it may take additional time for your bank or card issuer to post the refund to your statement.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item for the same product, email us at henry@pethub1899.xyz with photos of the defect.
Damaged or Defective Items
If your item arrives damaged or defective, please contact us within 48 hours of delivery with photos of the issue. We will arrange a free replacement or full refund at our cost.
Order Cancellations
Orders may be cancelled free of charge before they are shipped. Once an order has shipped, our standard return policy applies. To cancel, contact us as soon as possible at henry@pethub1899.xyz with your order number.
Contact Us
If you have any questions about your return or refund, please contact us:
- Email: henry@pethub1899.xyz
- Address: Jinhua, Zhejiang, China