Return & Refund Policy

Last updated: November 01, 2026

We want you and your pet to be happy with every order. If something is not right, this policy explains when and how you can return an item, exchange it, or get your money back.

1. Return window

You may request a return within 30 days of the delivery date shown in your tracking record. After 30 days we are unfortunately unable to offer a refund or exchange, except for items that are defective or covered by a manufacturer’s warranty.

2. Condition requirements

To be eligible for a return, the item must be:

  • unused, unwashed and in the same condition you received it;
  • in its original packaging, with all tags, accessories and free gifts included;
  • free of pet hair, odours, stains and signs of wear beyond initial inspection.

3. Items that cannot be returned

  • Food, treats, supplements and other perishable or consumable goods once the seal is opened.
  • Personalised, made-to-order or custom-engraved items.
  • Items marked “Final sale” or “Clearance” at the time of purchase.
  • Gift cards and digital products.
  • Items returned because of normal wear, misuse, chewing, or failure to follow the care instructions.

This list does not affect your rights if an item is faulty, damaged in transit, or not as described.

4. How to start a return

  1. Email Geherros@outlook.com (or message us on WhatsApp at +86 186 7743 8156) within 30 days of delivery. Include your order number, the item(s) you wish to return, and the reason.
  2. Add clear photos if the item is damaged, defective, or incorrect. This lets us approve most claims without sending the item back.
  3. We will reply within 24 hours on business days with a Return Merchandise Authorization (RMA) number and the return address for your region.
  4. Pack the item securely, write the RMA number on or inside the parcel, and ship it within 7 days of receiving the RMA.
  5. Send us the return tracking number so we can follow the parcel and release your refund faster.

Please do not ship anything back before you receive an RMA. Returns sent without one cannot be matched to your order and may be refused.

5. Return shipping costs

  • Change of mind, wrong size, or unwanted gift: you cover the return shipping cost, and the original shipping fee is non-refundable.
  • Damaged, defective, incorrect or missing items: we cover the return cost or, more often, send a free replacement and let you keep or donate the original item. We will tell you which option applies when we approve your claim.

We recommend a tracked service: we cannot refund items lost in transit back to us.

6. Exchanges

For a different size, colour or model, request an exchange within 30 days of delivery. We ship the replacement once your return is on its way (or, for approved claims, immediately). Exchanges are subject to stock availability; if the item is out of stock we will issue a refund instead.

7. Refunds

  • Once your return arrives, we inspect it and email you the result within 5 business days.
  • Approved refunds are issued to your original payment method. Depending on your bank or card issuer, the money appears in your account within 5–10 business days after we process it.
  • PayPal refunds usually appear within 24–48 hours of processing; card refunds follow your issuer’s cycle.
  • Shipping fees are refunded only when the return is our error or the item is faulty. Discounts and promotional codes are not refunded in cash.

Late or missing refunds: if 5–10 business days have passed since our confirmation email, first check your bank or PayPal account again, then contact us at Geherros@outlook.com with your order number and we will trace the payment.

8. Damaged, defective or wrong items

Please inspect your parcel on arrival and report any damage, defect or incorrect item within 7 days of delivery by emailing Geherros@outlook.com with your order number and photos of the item and the packaging. We will offer a replacement, a store credit or a full refund, including any shipping you paid. Reports made after 7 days may still be covered by the manufacturer’s warranty, and we will help you with that claim.

9. Cancellations and changes

Orders can be cancelled or modified free of charge before they enter packing — usually within a few hours of purchase. Email us immediately at Geherros@outlook.com with “CANCEL” or “CHANGE” and your order number. Once a parcel has a tracking number it cannot be recalled; you may then refuse delivery or follow this returns policy.

10. Late, lost or undeliverable parcels

If tracking shows no movement for 7 business days, or the parcel is marked delivered but you cannot find it, contact us within 30 days of the last tracking event. We will open an investigation with the carrier and, if the parcel cannot be located, send a replacement or a full refund.

11. Contact

Geherros@outlook.com · WhatsApp +86 186 7743 8156 · Monday – Saturday, 9:00 AM – 9:00 PM (GMT+8). We answer return requests within 24 hours on business days.