Please do not refuse the product when it is shipped. If you have any problems after receiving the product, please take a photo immediately to keep the certificate and contact the Pets Thing customer service department. Please note that if the product is refused or not collected within the time limit, the resulting surcharge will be borne by the customer.
Refund applications for delays in shipment of goods due to the epidemic will not be accepted.
The following situations will not be subject to exchange arrangements:
- Returns, exchanges or refunds due to product size discrepancies will not be accepted after purchase. It is recommended to ask clearly before purchasing
- Items are delivered and found to have been purchased or undesirable.
- The goods were damaged by man-made damage.
- The goods have been opened or used (for example, the packaging tape or box has been removed).
- The goods have not been kept intact and have been damaged, damaged or incomplete.
- The color of the product pictures may vary due to different lighting conditions or personal screen settings, which may cause some color differences. All products are subject to the actual product. No exchange service will be provided due to color difference issues.
- Pet furniture, such as wooden boards, rattan surfaces, hemp materials, etc., involves a large amount of manual production and will undergo multiple layers of manual processing before shipment. Small scratches, small dust or small flaws on the surface are normal (do not affect the overall Use), it is not a quality issue, customers please consider carefully before placing an order.
- If the customer entrusts the delivery person to drop the goods at the door of the address or at the management office for collection, the customer is solely responsible for the risk of loss or damage to the goods.
- After the order is confirmed, the related assembly services cannot be canceled and the payment for the installation services will not be refunded.
- If a customer has paid but requires the company to cancel the order and refund, the company will deduct the following handling fees from the refund:
- Our company will deduct 20% of the total order amount as handling fee
- Please pay attention to the following details when returning or exchanging goods:
- If there is a problem with the quality of the goods, you can make a request for exchange within 7 days from the date of receipt. Overdue requests will not be accepted.
- All wooden products, including cat climbing frames, scratching posts, cat houses, etc., may be affected by uncontrollable factors such as weather and environment, such as moisture, rain, cold shrinkage and thermal expansion, so there will be no damage after 7 days after receipt. We are not responsible for refunds or after-sales arrangements. We are not responsible for any consequences caused by environmental factors. Please think twice before placing an order.
- After making a request for exchange, please return it to our maintenance center within 3 days. Late replacement will not be accepted.
- The original order code and valid receipt must be presented when exchanging goods.
- Only one exchange is allowed per order.
- If the product problem affects the overall operation, the replacement product must be returned together with the complete packaging and accessories.
- If the product problem affects part of the operation, Pets Thing will replace the defective part instead of the entire product.
- All shipping costs incurred for returning or exchanging goods must be borne by the customer.
- The return procedure takes one to three weeks to process (calculated from the date of receipt of the return). Once the procedure is completed, Pets Thing customer service department will notify the customer of the relevant details.
- Pets Thing is not responsible for any damage to the product after delivery.
- If the item or quantity of the product does not match the order, please contact Pets Thing customer service department immediately on the day of delivery.
- We will not accept exchanges, returns or refunds due to product size discrepancy or unsuitability after purchase.
- In order to avoid contact-borne diseases, please consider your own furry needs before purchasing to avoid future sales disputes. If your product has been opened and used, it cannot be returned or exchanged.
- If a refund is needed, Pets Thing will use the customer's current purchase payment method as the relative refund method. That is, if the customer chooses to pay with a credit card, Pets Thing will refund the money to the customer's credit card account. Please note that refund times vary from bank to bank or credit card company.
- The company does not provide refund services.
- The company reserves the right to reject all unreasonable exchange or return requests.
- If the delivery address, phone number, name or delivery information provided by the customer is incomplete or incorrect, resulting in delivery failure or delay, the company will not be responsible. Customers are asked to follow up or contact SF Express themselves.
- In case of any dispute, Pets Thing reserves the right of final decision.
- Pets Thing reserves the right to change the above terms and conditions without prior notice.
If you need to return or exchange products, please contact Pets Thing customer service department:
WhatsApp: +852 9584 1597
Email: contact@petsthing.com.hk
In case of any dispute, Pets Thing reserves the right of final decision.
