Shipping and Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at petsdzign@gmail.com 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at petsdzign@gmail.com

Notes:

Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact local post office or go to the post office for delivery.

 

Orders not Received.

We will not deal with the refund or resend if the tracking information shows the order is delivered.

1. If clients do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
2. Tracking information alert. The tracking information shows Alert, the reasons are listed as below:
3. a) Incorrect/insufficient address.
4. b) No such number.
5. c) Unknown recipient.
6. d) Refused.
7. e) Do not pick up in time.
8. f) No safe delivery location.
9. g) Uncleared customs.
10. h) Others.

 Notes:

1. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, the clients need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, we do not take responsibility if products have been lost.
2. we cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.

 

1. Products Damaged.

We offer a full refund or a replacement if packages arrived are badly damaged.We offer a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).

Notes:

1. For fragile products, a refund is highly recommended.
2. For damaged packing boxes, we cannot offer any refunds or other after-sale services due to the long-distant international delivery.
3. For ordinary products, the clients shall complain or open a dispute with you within 5 days after packages are delivered.
4. For electronic products, the clients shall complain or open a dispute to you within 10 days after packages are delivered.

 

2. Incorrect or Missing Products.

We have a strict quality control process before products are dispatched, and will deal with incorrect or missing products as follows:

1. For incorrect products, we offers a full refund or replacement.
2. For products with wrong color, size which doesn't affect product function, etc., we offers a refund or resend if you provide a screenshot of your  complaint including name, content and date.
3. For parts missing which doesn’t affect product function, we may refund partially or resend the missing part; for parts missing which affect product function, and will resend the product only.
4. For accessories, we will resend the accessories.

 

3. Orders Cancellation.

For orders cancellation, we offers a full refund before products are processed by warehouses.

1. After payment, POD orders cannot be canceled as it is customized.
2. After payment, private inventory orders cannot be canceled as it is special products and only available for you.

4. Service Products.

Service products apply to the following interpretation.

1. Any disputes arising from products damaged or shipping delayed, we may not refund the product cost.
2. Any disputes arising from bad quality, we may not accept as the supplier is not Petsdzign.

5. Unacceptable Disputes.

We shall not accept any unreasonable disputes, including but not limited to:

1. The buyer does not like it.
2. The product description is not real.
3. Products smell unusual.
4. The buyer ordered the wrong items or SKU.
5. The shipping address was provided incorrectly.
6. Product difference was negotiated in advance.
7. Tracking information deleted by logistics companies or local post offices.

5. Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

6. Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at petsdzign@gmail.com@gmail.com.