Refund policy

  • Please do not reject the product when it is sent out. If you have any questions after receiving the product, please take a photo for proof immediately, and contact the 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.

  • We will not accept refund applications for goods that are delayed due to the epidemic.

  • 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 found to have been purchased or not desired after delivery.
    3. The product has been damaged by humans.
    4. The item has been opened or has been used (e.g. the tape or box has been removed).
    5. The item has not been properly packaged, has been damaged, damaged or is incomplete.
    6. The color of the product picture may vary due to the shooting lighting environment or personal screen settings.
    7. 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 Overall use), not a quality problem, please consider carefully before placing an order.
    8. If the customer entrusts the deliveryman to put the goods at 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.
    9. After the order is confirmed, the relevant assembly services cannot be cancelled, and the payment for the installation service will not be refunded.
    • If the customer has already paid, but requests the company to cancel the order and refund, the company will deduct the following handling fee from the refund:
    • The company will deduct 20% of the total order as a handling fee
    • Please pay attention to the following rules when returning or exchanging products:
    1. If there is a problem with the quality of the product, you can request a replacement within 3 days from the date of receipt. Overdue will not be accepted.
    2. Must present the original order code and valid receipt when exchanging goods.
    3. Limited to one exchange per order.
    4. If the product problem affects the overall operation, the replaced product must be returned together with the complete packaging and accessories.
    5. If the product problem affects part of the operation, Pets Thing will replace the problematic part instead of all.
    6. All shipping charges for returned or exchanged items will be borne by the customer.
    7. It takes one to three weeks for the return procedure to be processed (calculated from the date of receipt of the return). After the procedure is completed, Pets Thing Customer Service Department will notify the customer of the details.
    8. Pets Thing is not responsible for any damage to the product after delivery.
    9. As for the assembly of goods, you need to handle it yourself because it involves personal installation methods or causes related problems.
    10. If the product item or quantity does not match the order, please contact the Pets Thing customer service department immediately on the day of delivery.
    11. We do not accept reasons for exchanges, returns or refunds after shopping 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 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. All purchasers must bear the safety risk of use, Maoyaoyu Pets Thing will not happen to any purchaser responsible for any accident or damage.
    15. The company does not offer refunds.
    16. The company has the right to refuse all unreasonable requests for replacement or return.
    17. If the delivery address, phone number, name or delivery information provided by the customer is incomplete or wrong, the company will not be responsible for the failure or delay of the delivery, please follow up with SF Express or connection.
    18. In case of any dispute, Pets Thing reserves the right of final decision.
    19. Pets Thing reserves the right to change the above terms and conditions without prior notice.

    If you need to return or exchange the product, please contact Pets Thing Customer Service Department:
    WhatsApp: +852 9584 1597

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

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