Return policy

Return & Refund Policy

Thank you for shopping with us! If you are not entirely satisfied with your purchase, we're here to help.

1. Returns
- Return Period: Our policy lasts 14 days. If 14 days have gone by since you received your item, unfortunately, we cannot offer you a refund or exchange.
- Condition: To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.

2. Return Process
To initiate a return, please contact our customer support team at dogcarehk@outlook.com. with your order number and reason for return.
Once approved, please send your item to our designated return address:

Return Address:
Unit P2, 3rd Floor, Kaiser Estate Phase 3,
11 Man Lok Street, Hung Hom, Kowloon,
Hong Kong
Attn: Return Department
Phone: +852 2142 0380

3. Shipping Costs
- Customer Preference Returns: If you are returning an item due to personal preference, buyer pays for the return shipping cost. Shipping costs are non-refundable.
- Damaged, Incorrect, or Defective Items: If you received a damaged, defective, or wrong item, please contact us within 48 hours of delivery with photo/video evidence. We will cover the return shipping costs or arrange a free replacement.

4. Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
If approved, your refund will be processed and automatically applied to your original method of payment within 5 to 7 business days.

5. Contact Us
If you have any questions on how to return your item to us, please contact us at:
Email: dogcarehk@outlook.com.
Hours: Monday – Friday, 9:30 AM – 6:00 PM (HKT+8)