THuaixi Pets – Return & Refund Policy
Last Updated: [2025.5.10]
At Huaixi Pets, we strive to ensure your complete satisfaction with every purchase. If you are not entirely satisfied, we offer a straightforward return and refund process. Please review the details below:
1. Eligibility for Returns
- Timeframe: You may return eligible items within 30 days of receiving your order.
- Condition: Items must be unused, in their original packaging, and with all tags/labels intact. Proof of purchase (order number) is required.
2. Non-Returnable Items
For health and safety reasons, the following cannot be returned:
- Opened or used pet food, treats, or supplements.
- Personalized/customized products (e.g., engraved tags).
- Sanitary or medical supplies (e.g., shampoos, medications).
- Items damaged due to misuse or improper care.
3. Return Process
Step 1: Contact our Customer Service team at +86 18312155383 or huaixichuanmei@163.com within 30 days to initiate your return. Provide your order number and details about the item.
Step 2: Pack the item securely in its original packaging. Include a copy of your order confirmation or receipt.
Step 3: Ship the item to the address provided by our team. Return shipping costs are the customer’s responsibility unless the return is due to a shipping error or defective product.
4. Refund Processing
- Refunds will be issued to the original payment method within 3–5 business days after we receive and inspect the returned item.
- For defective/wrong items, we will cover return shipping costs and process a full refund or replacement (your choice).
5. Exchanges
We currently do not offer direct exchanges. To replace an item, please return the original product and place a new order.
6. Damaged or Incorrect Items
If your order arrives damaged or incorrect, notify us within 7 days via email or phone. Provide photos of the issue, and we will resolve it promptly.
7. International Returns
Customers outside China may be responsible for customs fees and return shipping. Contact us before returning to confirm details.
Contact Us
For questions or assistance:
- Phone: +86 18312155383
- Email: huaixichuanmei@163.com
- Business Hours: Mon–Fri, 9:00 AM – 6:00 PM (GMT+8)
Policy Updates
We reserve the right to modify this policy. Changes will be posted on this page.
Thank you for trusting Huaixi Pets for your pet’s needs!