Refund Policy

1. Order Cancellation

Orders may be cancelled before shipment and receive a full refund.

Once an order has been shipped, it may no longer be possible to cancel it. If you contact us after shipment, we will review the actual order status and inform you whether cancellation is still possible. If a cancellation request after shipment is accepted, costs already incurred, including shipping-related fees, may be deducted from the refund where applicable.

2. Situations Where a Refund May Be Available

Not every order or return request will automatically qualify for a refund. Refunds may only be approved after review and when the request meets the relevant conditions of this Policy and our Return & Exchange Policy.

After our review and approval, refunds may be available in the following situations:

• The order is cancelled before shipment;
• The returned item meets the conditions of the Return & Exchange Policy and has been approved for return;
• The item received is materially different from the item ordered;
• The item arrives damaged or defective, and sufficient supporting evidence is provided;
• The item has a manufacturing or material issue that affects normal use;
• A refund is required by applicable law, or we expressly approve another refund based on the actual order situation.

3. Refund Conditions After Delivery

If an order has already been delivered, a refund will usually only be considered after a return request has been submitted, reviewed, and approved. Where applicable, the refund may only be processed after we receive and inspect the returned item.

Because pet travel and in-car products may directly contact pets, vehicle seats, seat belt interfaces, vehicle floors, or other personal-use environments, returned items should generally remain unused, unwashed, unaltered, free from visible pet hair, stains, odor, scratch or bite marks, or other conditions that may affect resale. Original packaging, accessories, instructions, and included items should be kept where possible.

Approval of a return request does not necessarily mean that a full refund will be issued. Any refund amount, if applicable, may be appropriately reduced due to item condition issues, missing parts, hygiene or cleaning concerns, damaged packaging, shipping fees already incurred and non-refundable, or similar circumstances.

For detailed return conditions, return windows, and return instructions, please refer to our Return & Exchange Policy.

4. Situations Where Refunds May Be Refused or Reduced

The following situations may result in a refund being refused or reduced:

• The item has been used, installed, washed, altered, damaged due to improper handling, or is no longer in a resaleable condition;
• The item has visible pet hair, stains, odor, scratches, bite marks, breakage, or other signs of use;
• Pet car seat covers, pet seat belts, in-car pet barriers, pet travel mats, in-car pet storage products, or similar items are damaged due to improper use or installation;
• The return request does not meet the conditions stated in the Return & Exchange Policy;
• The returned item is incomplete, missing accessories, straps, buckles, instructions, free gifts, original packaging, or does not match the approved return request;
• The order could not be delivered due to an incorrect or incomplete address provided by the customer;
• Delivery failed because the recipient was unavailable, refused the package, or did not cooperate with the carrier;
• Shipping fees, carrier fees, payment processing fees, or other costs already incurred cannot be recovered, unless the issue was caused by our error or otherwise required by law.

5. Incorrect, Damaged, or Defective Items

If you receive an incorrect, damaged, or defective item, please contact us within a reasonable time after delivery and provide your order number, along with clear photos or videos of the product, packaging, shipping label, and relevant issue area.

For pet travel and in-car products, if there are issues with pet car seat covers, seat belt connectors, fastening buckles, zippers, clips, stitching, anti-slip layers, barrier structures, or other functional parts, please contact us before use or as soon as you notice the issue. We may ask you to provide additional photos, videos, or descriptions of the problem in order to complete the review.

After review, we may provide an exchange, partial refund, full refund, replacement parts, or another suitable solution depending on the actual situation.

6. Refund Method

Approved refunds are usually returned to the original payment method used for the purchase. Unless required by law or separately agreed by us, we do not guarantee that refunds can be issued through another payment method.

7. Refund Processing Time

After a refund is approved, please allow 5 to 10 business days for processing. The actual time for the funds to appear may vary depending on your payment service provider, card issuer, or financial institution.

8. Shipping Fees

Original shipping fees are generally non-refundable unless:

• We sent the wrong item; or
• The item arrived damaged or defective due to our error.

If the reason for return is not caused by our error, return shipping costs are usually the responsibility of the customer, unless otherwise required by applicable law or expressly agreed by us.