Refund policy

Please do not reject the goods when they are sent out. The delivery and notification of the goods will be taken care of by the express company. If you have any questions after receiving the goods, please take a photo and save it immediately, and contact Pets Thing customer service department. Please note that if the product is rejected or not picked up within the time limit, the resulting surcharge will be borne by the customer.

The company will not be responsible for any damage, delay or failure to deliver the goods caused by the express company or bad weather (such as No. 8 Typhoon Signal or above, Black Rainstorm Signal).

Suppose the customer chooses to pick up the goods by themselves. In that case, the pick-up period is two weeks after placing the order (except Monday to Friday, Saturday, Sunday and public holidays). Please note that if you fail to pick up the goods within the period, you will be charged to treat it as abandonment.

Each order is limited to one delivery location.

Refund applications for delays in delivery of goods due to the epidemic will not be accepted.

The following situations will not be exempted from the replacement arrangement:

1. We do not accept returns, exchanges or refunds for reasons of non-conforming items after shopping. It is recommended to ask clearly before buying
2. Items are found to have been purchased or not desired after delivery.
3. The goods are damaged by man-made.
4. The packaging is squeezed, incomplete, or wrinkled due to the express company (but it does not affect the regular use of the product).
5. The product has been opened or used (for example, the packaging tape or box has been removed).
6. The item has not been properly packaged, has been damaged, damaged or is incomplete.
7. The color of the product picture may have some chromatic aberration due to the different shooting lighting environment or personal screen settings.
8. Pet furniture, such as wooden boards, rattan surfaces, hemp materials, etc., involves a lot of manual production, and will go through multiple layers of manual processing before shipment. Small scratches, small dust or small defects on the surface are normal (does not affect the overall use) , non-quality issues, please consider carefully before placing an order.
9. If the customer entrusts the deliveryman to deliver the goods to the door of the address or the management office for collection, the customer shall be responsible for the risk of loss or damage of the goods.
10. After the order is confirmed, the related assembly service cannot be canceled and the payment for the installation service will not be refunded.

Where the customer has already paid, but requests the company to cancel the order and refund, the company will deduct 20% from the refund as a handling fee.

Please pay attention to the following rules when returning or exchanging goods:

1. If there is a problem with the quality of the product, a replacement request can be made within 7 days from the date of receipt, and the overdue will not be accepted.
2. After submitting a replacement request, please return it to our maintenance center within 3 days, overdue will not be accepted.
3. The original copy of the order code and valid receipt must be presented when exchanging goods.
4. Limit one exchange per order.
5. If the problem of the product affects the overall operation, the replaced product must be returned together with the complete packaging and accessories.
6. If the product problem affects part of the operation, Pets Thing will replace the problematic part instead of all.
7. All shipping costs incurred for returning or exchanging products shall be borne by the customer.
8. It takes one to three weeks to process the return procedure (calculated from the date of receipt of the return). After the procedure is completed, the Pets Thing Customer Service Department will notify the customer of the details.
9. Pets Thing is not responsible for any damage to the product after delivery.
10. If the product item or quantity does not match the order, please contact Pets Thing customer service immediately on the day of delivery.
11. Reasons for exchanges, returns or refunds will not be accepted after purchase because the size of the product does not match or does not meet the needs.
12. In order to avoid contact with sexually transmitted diseases, please consider the needs of your own furkids before purchasing, so as to avoid future sales disputes. If your product has been opened and used, it cannot be returned or exchanged.
13. If a refund is required, Pets Thing will choose the payment method of the customer at that time as the relative refund method. That is, if the customer chooses to pay by credit card, Pets Thing will refund to the customer's credit card account. Please note that refund times vary with different banks or credit card companies.
14. The company does not provide refund service.
15. The company has the right to refuse all unreasonable requests for replacement or return.
16. If the delivery address, phone number, name or delivery information provided by the customer is incomplete or incorrect, resulting in the failure or delay of the delivery, the company will not be responsible, please follow up or contact SF Express by yourself.
17. In case of any dispute, Pets Thing reserves the right of final decision.
18. Pets Thing reserves the right to change the above terms and conditions without prior notice.

For returns or exchanges, please contact Pets Thing Customer Service Department:
WhatsApp: +852 9584 1597

In case of any dispute, Pets Thing reserves the right of final decision.