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Please read before purchasing
Product Size, Exchange, Return, and After-Sales Policy
By placing an order and making payment on the Pets Thing website, you acknowledge, understand, and agree to the following product terms and after-sales arrangements; if there are special instructions on the product page, they shall apply in conjunction with these terms.
Sizes, weight capacities, and applicable body types are for reference only. Please measure and confirm before purchasing.
Generally, no returns or exchanges are offered for items that have been unsealed, used, are the wrong size, wrong color, or do not meet personal needs.
If an order is canceled and a refund requested after payment, 20% of the total order amount will be deducted as a handling fee.
Once assembly or installation services are confirmed, they cannot be canceled, and the related fees will not be refunded.
Size, Color, Packaging, and Origin Description
- Sizes are measured manually and may have a reasonable error of 1-3cm; all dimensions are measured by hand, so please refer to the actual product.
- Please measure the required size, placement space, entrance width, pet body type, and weight capacity before purchasing; returns, exchanges, or refunds will not be accepted after purchase due to product size discrepancies, unsuitable weight capacity, wrong color selection, or not meeting personal needs.
- Due to factors such as shooting light, shooting equipment, monitor settings, and different production batches, there may be slight color differences or detail variations between product images and the actual product. The final color, texture, packaging, and accessories should be based on the actual product.
- Some products are made in China or contain simplified Chinese packaging, simplified Chinese instructions, mainland specifications labels, or original factory packaging; these situations are not considered quality issues or reasons for return/exchange.
Exchange, Return, and Refund Restrictions
- To avoid contagious diseases and hygiene risks, please consider your pet's needs before purchasing; if the product has been unsealed, used, assembled, its packaging tape or box torn, stained with pet hair, odors, dirt, or any signs of use, no exchange, return, or refund will be arranged.
- Items that are not in complete, new, and resalable condition, including damaged packaging, incomplete accessories, missing instructions, removed tags, damaged items, or incomplete items, will not be eligible for exchange, return, or refund.
- This company is not responsible for damage to goods caused by human or pet actions, or damage occurring after Pets Thing delivers the product due to usage, storage, cleaning, transportation, installation, or environmental factors.
- If the outer packaging is compressed, incomplete, stained, or wrinkled due to the shipping company or delivery process, but does not affect the normal use of the product, it is not considered a product quality issue.
- If obvious errors, damage, or suspected quality issues are found upon receipt, please contact this company within 48 hours of receipt and provide the order number, a complete unboxing video, clear photos, and relevant proof; if overdue or insufficient information, this company reserves the right to refuse processing.
- Pre-order, custom-made,代購 (purchased on behalf of), clearance, discounted, consumable, hygiene products, or assembled/installed items, if specified on the product page or confirmed by customer service, generally do not allow cancellation, exchange, or refund.
Wooden Products, Pet Furniture, Assembly, and Installation Services
- All wooden products, including cat trees, scratching posts, cat houses, and pet furniture, may undergo changes due to uncontrollable factors such as weather, humidity, rain, thermal expansion and contraction, storage environment, or usage methods; no refunds or after-sales arrangements will be provided after 7 days of receipt. This company is not responsible for consequences caused by related environmental factors.
- Pet furniture or products involving materials such as wood panels, rattan surfaces, hemp, fabric, sponge, plastic, and metal may involve a large amount of manual production and handling; minor surface scratches, dust, indentations, color differences, minor imperfections, or handmade marks that do not affect overall use are considered normal and not quality issues.
- For assembled goods, if problems arise due to personal installation methods, failure to follow instructions, uneven placement, loose screws, unsuitable usage environment, or pet usage, you are responsible for handling and bearing the associated risks.
- Before ordering any assembled products or assembly services from the Pets Thing website, please read the relevant terms of service carefully; these terms describe how this company or its installation partners will provide assembly services at your chosen location.
- If you place an order and pay for any assembly or installation service, it means you have agreed to the relevant terms of service; once the order is confirmed, related assembly services cannot be canceled, and the installation service fees will not be refunded. This handling fee and cancellation arrangement do not apply to exchange/return cases accepted under this company's exchange/return policy.
- All purchasers must assess whether the product is suitable for their pet and home environment and bear the risks of use and safety; Pets Thing will not be responsible for any accidents, injuries, or losses to any purchasers, pets, third parties, or property resulting from the installation, use, storage, or misuse of the product.
Order Cancellation, Refund Handling Fee, and Final Decision Rights
- For customers who have paid and then request this company to cancel the order and refund, this company will deduct 20% of the total order amount as an administrative and payment platform handling fee; if the order has been shipped, prepared, installation arranged, customized, or processed by the supplier, cancellation may not be granted.
- If VIP offers, discount codes, gifts, special offers, or promotional activities have additional terms, they will apply simultaneously with these terms; the refund amount will be based on the actual payment amount, used discounts, and services provided.
- This company reserves the right to refuse all unreasonable, malicious, repeated, time-barred, incomplete, or non-compliant requests for exchange, return, refund, order cancellation, and after-sales service.
- In case of any dispute, Pets Thing reserves the right to make the final decision within the scope permitted by law; these terms do not affect consumer rights that cannot be excluded by law.
