Pets Thing (hereinafter referred to as "the Company") will provide members with convenient online shopping services and the latest information in accordance with these terms. Please read these terms carefully before using this service. If you do not agree to any content of these terms, please do not use this website. When you use this website (including browsing this website), you will be deemed to have read, understood, and agreed to all content of these terms.

I. Use of this Website

1. This website may only be used in a legal manner for lawful purposes. You agree to comply with all applicable laws and regulations regarding this website.
2. You must not infringe or attempt to infringe the security of this website, including but not limited to accessing data not intended for your use, logging into servers you are not authorized to access, violating security measures adopted by this website, and interfering with other users' browsing or use of this website.
3. You must not misuse this website, intentionally introduce viruses and logic bombs, and must not attack this website in any way.
4. If you violate or infringe, the Company has the absolute right to expel you and prevent you from browsing this website again, without prior notice or compensation to you.
5. All product images are for reference only, and the actual product shall prevail.

II. Member Personal Information and Account Management

• Before using the online member service, please register as an online member, free of charge.
• You must provide correct personal information and contact details. If the Company suspects that the information you provided is incorrect or false, the Company may refuse registration or terminate your membership.
• Please keep your account password, credit card information, and personal data properly. The Company shall not be held responsible for any illegal use of your data due to your negligence in safekeeping.

III. Other Rights and Disclaimers

• Changes to Website Content: You agree that the Company may adjust, change, modify, or revoke all or part of these terms and related services at any time, and they shall take effect immediately upon announcement by the Company, without further individual notice.
• Intellectual Property: The Company owns the copyright to the content contained on this website. Unless you have written permission from the Company, you may not use, copy, or reproduce for public or commercial purposes.
• Disclaimer: This website and its content are provided "as is" and at your own risk. The Company shall not be liable for any direct or indirect failure, delay, or breach of its responsibilities and obligations due to reasons beyond its reasonable control, such as natural disasters, fires, or equipment failures.
• Employee Protection: We are committed to providing the best service peacefully. If any customer engages in malicious behavior such as foul language, personal attacks, rude attitude, unreasonable demands, or telephone harassment, we will immediately cease serving the customer and terminate the sales contract immediately, and no refunds will be issued.

Delivery and Receipt Instructions

• Please do not reject the product when it is dispatched. Delivery and notification will be handled by the courier company. If you have any problems after receiving the goods, please take photos immediately for proof and contact customer service.
• Please note that any additional charges incurred due to refusal of delivery or failure to pick up on time will be borne by the customer.
• The Company shall not be liable for any damage, delay, or inability to deliver goods caused by the courier company or adverse weather conditions.
• The Company shall not be responsible for any failed or delayed deliveries due to incomplete or incorrect information provided by the customer. If the customer entrusts the delivery person to leave the goods at the address entrance or with the management office for collection, the customer shall bear the risk of loss.

Situations Not Applicable for Returns or Exchanges

1. Returns or exchanges will not be accepted for personal reasons after purchase, such as unsuitable product size, incorrect color selection, or not meeting personal needs.
2. To avoid contagious diseases, returns or exchanges will not be accepted if the product has been unsealed and used (e.g., packaging film or box has been torn off).
3. Goods are not in their original packaging, or have been damaged by human factors.
4. Product image colors may have some chromatic aberration due to shooting lighting conditions or individual screen settings. The actual product shall prevail.
5. All wooden products (including cat trees, cat houses, etc.) may be affected by uncontrollable factors such as weather conditions (e.g., humidity, rain, thermal expansion and contraction). No refunds or after-sales arrangements will be provided after 7 days of receipt.
6. Minor scratches, dust, or small blemishes on the surface of pet furniture are considered normal (and do not affect overall use) and are not quality issues.
7. For assembled goods, if problems arise due to personal installation methods, you will be responsible for handling them yourself.

Exchange Policy and Process

• Exchange Period: If there is a product quality issue or the item does not match the order, please submit an exchange request within 7 days from the date of receipt. Requests submitted after this period will not be accepted.
• Return Period: After submitting an exchange request, please return it to our service center within 3 days.
• Exchange Standard: The exchanged goods must be returned with complete packaging and accessories; if only a part of the product is affected, the Company will replace the problematic part, not the entire product.
• Shipping Costs: All shipping costs incurred for returns and exchanges shall be borne by the customer. The return process typically takes one to three weeks to complete.
• Refund Arrangement: The Company generally does not provide refund services. If a refund is agreed upon by the Company, the refund processing time varies depending on the bank or credit card company.

I. General Delivery Service (Hong Kong Region)

• Free Shipping Threshold: Free shipping for net purchases of HK$ 400 or more (limited to a single delivery address).
• Basic Shipping Fee: A shipping and handling fee of HK$ 80 will be charged for net purchases under HK$ 400.
• Additional Charges for Remote Areas: An additional HK$ 10 will be charged for remote areas such as Sai Kung, Clear Water Bay, Shek O, Discovery Bay, Ma Wan, Cheung Chau, Lamma Island, and other outlying islands. (Delivery service is not available for other remote areas and special control zones).
• Delivery Restrictions: Post office boxes are not allowed; each order is limited to delivery to one address; areas where trucks are prohibited are not eligible for delivery.

II. Shipping Time and Tracking

• Shipping Schedule: General express delivery takes 5-7 business days, which may be delayed due to factors such as weather and epidemic.
• Tracking: A waybill number will be provided for inquiry after dispatch. If you need to change the address, please contact the courier company directly; any fees incurred due to the change shall be borne by the customer.
• Bad Weather Arrangements: Delivery service will be automatically postponed when a typhoon signal is hoisted or a red/black rainstorm warning is in effect.

III. "Upstairs Delivery" Additional Service Terms

If the address has no elevator or the elevator is out of service, and the delivery personnel need to walk up stairs (including basement) to complete the delivery, and the chargeable weight of the express package is ≥ 20 kg:

• Charging Conditions: HK$ 30 per floor (from the receiving floor to the destination floor, an additional charge is applied for each floor). Additional charges are to be paid upon delivery.
• Exemption Conditions: Address is located in the building lobby, ground floor, or first floor (without elevator), or the staircase does not meet handling standards and delivery can only be made in the lobby.
• Disclaimer: The courier company's upstairs delivery service does not include moving goods inside the residence. The Company shall not be liable for any damage to items inside the residence during handling.

All orders will be settled in Hong Kong Dollars. You can freely choose any of the following payment methods at checkout:

Electronic Payment Express Channel

Please click the button below, or use your mobile phone to scan the QR Code to complete payment with Alipay HK or WeChat Pay HK.

Click to go to payment page

1. Service Scope and Appointment Process

• Service Scope: Limited to the installation of Pets Thing product components. Assembly service and delivery service will be arranged separately.
• Appointment Method: After receiving the product, please contact customer service to make an appointment. The scheduling time is approximately 3-5 working days after receiving the goods, with a maximum scheduling period of 1-2 weeks.
• Noise Control: Wall-mounted furniture services are subject to the "Noise Control Ordinance" and can only be performed on weekdays (Monday to Friday) from 7 AM to 7 PM. Work is prohibited all day on public holidays.

2. Rescheduling, Cancellation, and Validity (Important Terms)

• Service Validity: Installation service is valid for one month from the date of receipt of the goods. Overdue will be considered a voluntary waiver.
• Repurchase Fee: If you decide to repurchase the installation service after receiving the product, an additional administration fee of $100 will be charged.

3. Special Arrangements and Risks for Wall Mounting

• We recommend installation on "concrete walls". If the customer chooses to install on a non-concrete wall, the consequences and risks shall be borne by the customer.
• If drilling is involved, the customer needs to confirm whether there are wires, water pipes, or gas pipes at the drilling location before drilling. The Company shall not be responsible for any damage caused during installation.

4. Regional Surcharge Details

An additional transportation surcharge for assembly technicians will be charged for some remote areas:

5. Other Details and Your Responsibilities

• You are responsible for ensuring that the installation location has sufficient space, no obstructions, and a stable surface. Customers must carefully store and protect other property. The Company shall not be responsible for any damage caused during installation.
• Assembly technicians only provide assembly services and do not include teaching or waste disposal and cleaning.
• If assembly service cannot be provided due to out-of-stock from the manufacturer or issues with the installation partner, we will issue a full refund for the installation fee as soon as possible.

Pets Thing's Privacy Policy aims to explain how we collect, use, and share your personal data.

We respect your right to know, access, correct, transfer, restrict processing, and delete your personal data. We have provided these rights to our global customer base, and if you choose to exercise these privacy rights, you have the right to do so without discrimination and without receiving a lower level of service. Pets Thing guarantees that your personal data will not be sold.

In addition to this Privacy Policy, if our products and specific features require the use of your personal information, we will also provide data and privacy-related information therein. Before enabling these features, you will have the opportunity to review their product-specific information. You can also view this information at any time in the relevant settings of these features and/or online.