Return and Refund Policy

To protect the rights of both parties, please carefully read the following after-sales and service terms established by Pets Thing. Placing an order implies your agreement and acceptance of the following terms.

Delivery and Receipt Guidelines

• Please do not reject the product upon delivery. The courier company is responsible for dispatch and notification. If there are any issues upon receipt, please take photos immediately for evidence and contact the Pets Thing Customer Service Department.
• Please note that any additional surcharges arising from parcel rejection or failure to pick up on time will be borne by the customer.
• We are not responsible for any product damage, delay, or failure to deliver caused by the courier company or severe weather conditions (e.g., Typhoon Signal No. 8 or above, Black Rainstorm Warning).
• If the customer chooses self-pickup, the pickup window is within two weeks after placing the order (excluding Saturdays, Sundays, and public holidays). Failure to pick up within the deadline will be treated as an abandoned order.
• Each order is limited to a single delivery address.
• If delivery fails or is delayed due to an incomplete or incorrect delivery address, phone number, name, or other delivery information provided by the customer, our company will not be held responsible. Customers must follow up or contact SF Express directly.
• If the customer entrusts the delivery staff to leave the goods at the door or reception area, the customer must bear the risk of loss or damage.
• Refund applications due to transportation delays caused by the pandemic will not be accepted.

Conditions Not Applicable for Returns/Exchanges

Returns, exchanges, or refunds will not be arranged under the following circumstances:

1. We do not accept return/exchange requests for personal reasons such as incorrect size, selecting the wrong color, or the product no longer being needed after purchase. We strongly recommend confirming all details before ordering.
2. To avoid the spread of contagious diseases, please consider your pet's needs carefully before purchasing. If the product has been unsealed or used (e.g., packaging tape or box torn off), it cannot be returned or exchanged.
3. The product is not in its original, intact packaging, has been damaged, destroyed, or is incomplete.
4. The product has sustained artificial damage or was damaged after delivery by Pets Thing.
5. The packaging is squeezed, wrinkled, or visually incomplete due to the courier company (provided it does not affect normal product use).
6. Product colors may slightly vary due to lighting during photography or personal screen settings. The actual physical product shall prevail. We do not provide exchanges due to color discrepancies.
7. All wooden products (including cat trees, scratching posts, cat houses, etc.) may be affected by uncontrollable environmental factors such as humidity, rain, or thermal expansion. We will not provide refunds or after-sales services after 7 days from the receipt date for consequences caused by environmental factors.
8. Pet furniture (such as wooden boards, rattan, linen materials) involves extensive manual production and multi-layered processing before shipment. Minor scratches, dust, or small flaws on the surface are normal (they do not affect overall use) and are not considered quality issues. Please consider this carefully before placing an order.
9. Regarding items requiring assembly, any issues arising from improper personal installation must be handled by the customer. All buyers assume the safety risks associated with product usage; Pets Thing will not be held responsible for any accidents or injuries.

Exchange Terms and Procedures

• Exchange Deadline: For product quality issues, or if the items/quantity do not match the order, please contact customer service immediately on the delivery day. Exchange requests must be submitted within 7 days from the receipt date. Overdue requests will not be accepted.
• Return Deadline: After requesting an exchange, please return the product to our maintenance center within 3 days. Overdue returns will not be accepted.
• Proof of Exchange: The original order number and a valid receipt must be presented during the exchange. Each order is limited to one exchange only.
• Exchange Standard:
  - If the issue affects the overall operation, the item must be returned alongside its complete packaging and accessories.
  - If the issue affects only a specific part, Pets Thing will replace the defective part rather than the entire product.
• Shipping Costs: Customers are responsible for all shipping fees incurred during the return or exchange process.
• Processing Time: Return procedures take one to three weeks (calculated from the date the returned item is received). Customer Service will notify the customer of the details once processing is complete.
• Refund Arrangements: Our company generally does not provide refunds. In the event a refund is approved, Pets Thing will issue it via the customer's original payment method. Please note that refund processing times vary by bank or credit card provider.
• Our company reserves the right to reject any unreasonable return or exchange requests.

Contact Us

If you need to return/exchange an item or have any inquiries, please feel free to contact the Pets Thing Customer Service Department:

WhatsApp: +852 9584 1597

Email: contact@petsthing.com.hk

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

Pets Thing reserves the right to amend the above terms and conditions without prior notice.