Return & Exchange Policy

Eligibility for Returns & Exchanges

1. Time Limit: Requests must be submitted within 14 calendar days from the date of delivery. Late requests will not be accepted.
2. Condition Requirements:
   • Pet furniture must be unused, unassembled, and in its original packaging with all parts, hardware, and instruction manuals included. Damages caused by improper assembly, transportation after receipt, or normal wear and tear are not eligible for return.
   • Pet toys must be unopened and in their original sealed packaging. Opened toys that show signs of use (such as chew marks, dirt, or missing parts) cannot be returned due to hygiene and safety concerns for pets.
   • Pet cleaning products must be unopened, with their original seals intact. Opened cleaning supplies are non-returnable to avoid contamination risks.
   
   
3. Proof of Purchase: A valid order confirmation or delivery record is required to initiate the process.

Return & Exchange Process

1. Initiate the Request: To start a return or exchange, you need to submit a request with a detailed description of the issue and clear photos of the product and its packaging.
2. Wait for Approval: Once your request is received, we will review it within 3 business days. Approved requests will receive a return authorization and detailed return instructions.
3. Ship the Item Back: You are responsible for arranging the return shipment and covering the return shipping costs, except in cases where the return is due to our error (e.g., wrong item shipped, defective product on arrival). For large pet furniture, please choose a reliable logistics provider and ensure proper packaging to prevent damage during return transportation.
4. Inspection & Processing: After we receive the returned item, our team will inspect it to verify eligibility. For approved returns, a full refund will be issued to your original payment method within 5–7 business days after inspection. For approved exchanges, we will ship the replacement item as soon as possible, with no additional shipping fees for the replacement.

Non-Returnable Items

• Opened pet toys and pet cleaning products
• Customized pet furniture
• Items damaged due to improper use, neglect, or accidental damage by the customer
• Gift cards or promotional items

Refund & Exchange Notes

1. Refunds will not include the original shipping fees paid at the time of purchase, unless the return is caused by our mistake.
2. If the returned item is damaged during transit or does not meet the eligibility criteria, we reserve the right to reject the return request or deduct a corresponding fee based on the extent of the damage.
3. For exchange requests, the availability of the replacement item is subject to real-time inventory. If the requested item is out of stock, we will offer a full refund instead.