Refund and Return Policy

1. Scope of Application​

This Refund and Return Policy applies to all customers from the United States, the United Kingdom, and other English-speaking countries (hereinafter referred to as “Customers”) who purchase pet-related products (including but not limited to pet food, pet toys, pet clothing, pet beds, and pet cleaning supplies) through this cross-border independent site (hereinafter referred to as “the Site”). This Policy strictly complies with the Google Platform E-commerce Transaction Rules and the requirements of the European Union’s Consumer Rights Directive, safeguarding Customers’ right to information, right to choice, and after-sales rights, and ensuring full transparency and traceability of the entire transaction process.​

2. Core Time Limit Regulations​

(1) Return/Exchange Application Period​

Customers must submit a return/exchange application through the “My Orders” page on the Site within 15 calendar days from the date of receiving the purchased pet products, and upload complete supporting materials (including but not limited to photos of the physical product, close-ups of defective parts, order screenshots, and logistics waybills). Applications submitted after the deadline will not be accepted by the Site. If force majeure (such as logistics delays, sudden illness of the Customer, etc.) prevents the application from being submitted on time, the Customer must contact customer service within 3 calendar days after the obstacle is resolved and provide valid proof. The application period may be extended upon approval, but the maximum extension shall not exceed 20 calendar days from the date of receiving the product.​

(2) Refund Processing Period​

Within 3-7 working days after the Site receives the returned product and completes inspection (confirming it meets the return/exchange conditions), the Site will finish the refund review process. The refund amount will be returned to the Customer’s original payment method (such as credit card, PayPal, debit card, etc.). The specific arrival time is subject to the processing cycle of the payment institution or bank (usually 1-5 working days), and the Site will synchronize the refund progress to the Customer’s reserved email in real time.​

3. Return/Exchange Conditions​

(1) Eligible Scenarios for Return/Exchange​

1. Product Quality Issues​

The received product has the following quality defects: expired, deteriorated, or odorous pet food, or contamination caused by damaged packaging; cracked pet toys or falling parts (not caused by improper use); pet clothing with loose stitches or a size deviation of more than ±3% from the product description; pet supplies (such as beds, food bowls) with damaged materials or functional failure. Customers may choose a full refund and return, or a free replacement with a qualified product of the same model. The relevant logistics costs shall be borne by the Site.​

2. Incorrect, Missing, or Damaged Products​

Due to errors in the Site’s inventory management or logistics transportation, the product received by the Customer is inconsistent with the order information (model, color, specification, quantity), or the product is damaged or accessories are missing during transportation. The Customer must contact customer service within 7 calendar days of receiving the product, provide the order screenshot and physical proof. Upon review and confirmation, the Customer may choose: ① Full refund and return; ② Re-delivery of the correct product (missing products will be re-delivered for free); ③ Partial re-delivery of accessories for damaged products. All relevant logistics costs shall be borne by the Site.​

3. Customer’s Personal Reasons (Compliant with EU Rules)​

If a Customer applies for a return due to changes in personal needs or preferences, the following conditions must be met: ① The product is unopened, unused, and the original packaging (including labels, instructions, and gifts) is intact; ② The product is not affected for secondary sale; ③ Pet food products must be within the shelf life and unopened (due to food safety risks, opened pet food will not be accepted for return under any circumstances). For such returns, the Customer shall bear the return logistics costs, and the Site will deduct 8% of the order amount from the refund as the cost of product sorting, storage, and re-inspection (the minimum deduction shall not be less than 5 USD/GBP, subject to the actual order amount).​

(2) Ineligible Scenarios for Return/Exchange​

1. The product is opened, used, or damaged due to improper use by the Customer (such as pet chewing causing toy deformation, clothing stained), affecting secondary sale;​

2. The Customer fails to submit the application within the specified time limit and has no proof of force majeure;​

3. The product cannot be delivered or is returned due to the Customer’s personal reasons (such as incorrect delivery address, invalid contact information), and the Customer refuses to bear the cost of re-delivery;​

4. Customized products (such as clothing with pet names, exclusive patterns, or pet supplies with engraved nameplates) will not be accepted for return/exchange except for quality issues (compliant with EU special regulations on after-sales service for customized products);​

5. If the product is seized due to changes in customs policies or tax payment requirements in the Customer’s country/region, the Site will only assist in providing order proof and will not be liable for return/exchange;​

6. Free gifts, trial products, and other non-salable products will not be processed for return/exchange independently except for quality issues.​

4. Return/Exchange Process​

(1) Application Submission​

Customer logs in to the Site account → Enters “My Orders” → Selects the target order → Clicks “Apply for Return/Exchange” → Chooses the application type (quality issue/incorrect/missing product/personal reason) → Fills in the problem description → Uploads supporting materials → Submits the application.​

(2) Site Review​

The customer service team will complete the review within 2 working days of receiving the application. The review result will be notified to the Customer through the Site’s message center, reserved email, and SMS:​

• Approved: A confirmation email containing the return address and logistics requirements (such as supported logistics providers, package labeling format) will be sent;​

• Rejected: The reason (such as incomplete materials, overdue application) will be explained in detail, and the requirements and time limit for supplementary materials will be informed (supplementary materials must be submitted within the original application period).​

(3) Customer Returns the Product​

The Customer must package the product and ship it according to the requirements within 7 calendar days of receiving the approval notice. The order number and Customer’s name must be enclosed in the package, and the return logistics tracking number must be retained (for progress inquiry). Failure to ship within the deadline will be deemed as voluntary abandonment of the return/exchange application.​

(4) Site Inspection​

After receiving the returned product, the Site will complete the inspection within 3 working days. The inspection criteria include: product status, packaging integrity, and completeness of accessories:​

• Qualified Inspection: The refund process will be initiated, and the refund will be completed within 3-7 working days;​

• Unqualified Inspection: The Customer will be informed of specific issues (such as used product, missing accessories) via email, and the product will be returned to the Customer. The return logistics cost shall be borne by the Customer, and the refund application will be terminated.​

(5) Refund Arrival​

After the Site completes the refund operation, a “Refund Confirmation Email” will be sent. The Customer can check the arrival status through the original payment channel. If the refund does not arrive within 7 working days, the Customer can contact customer service to provide payment proof, and the Site will assist in following up with the payment institution to resolve the issue.​

5. Responsibility Division​

(1) Site Responsibilities​

1. Ensure the authenticity and accuracy of product information: The product detail page must clearly indicate materials, specifications, shelf life, applicable pet types, etc., without false advertising or misleading descriptions;​

2. Bear compliant logistics costs: For returns/exchanges caused by quality issues, incorrect or missing products, the return logistics costs and re-delivery costs shall be borne by the Site. Customers can apply for logistics cost reimbursement with logistics proof (the reimbursement amount shall not exceed the standard freight of the logistics provider designated by the Site);​

3. Data privacy protection: Strictly comply with the European Union’s General Data Protection Regulation (GDPR), and will not disclose the Customer’s order information, payment information, contact information, etc., which will only be used for after-sales communication and order processing;​

4. After-sales support guarantee: Provide multi-channel customer service to respond to Customer inquiries and complaints in a timely manner (see Section 7 for specific contact information).​

(2) Customer Responsibilities​

1. Confirm information before placing an order: Carefully read the product detail page to confirm whether the product meets the needs, and avoid returns/exchanges due to misunderstanding of information;​

2. Provide accurate order information: Ensure the delivery address and contact information are complete and valid. If the address needs to be changed, contact customer service to modify it 24 hours before shipment;​

3. Cooperate in providing supporting materials: Submit true and complete proof when applying for return/exchange, and shall not forge pictures or information;​

4. Return products in compliance: Package the product according to the Site’s requirements to avoid damage during transportation. If the product is damaged due to improper packaging, the Customer shall bear corresponding responsibilities.​

6. Special Notes​

(1) Supplementary Terms for EU Compliance​

1. Customers enjoy the “7-day cooling-off period” right: Even if there is no quality issue with the product, the Customer may apply for a return without reason within 7 calendar days of receiving the product (subject to the condition of “not affecting secondary sale”). The return logistics cost during the cooling-off period shall be borne by the Customer (compliant with the EU Consumer Rights Directive);​

2. Product warranty commitment: Pet supplies sold on the Site (such as electronic pet feeders, smart pet collars) provide a warranty period of at least 2 years. For non-human-caused quality issues during the warranty period, free repair or replacement is available;​

3. Tax instructions: Import duties and value-added tax (VAT) incurred by the Customer when purchasing products shall be borne by the Customer. If the tax increases due to incorrect declaration information provided by the Site, the Site shall bear the difference.​

(2) Logistics and Packaging Requirements​

1. The Site defaults to using compliant cross-border logistics providers such as DHL and FedEx. Customers can choose other logistics methods when placing an order, and the cost will be calculated separately;​

2. It is recommended to use traceable logistics services when returning products to avoid package loss. If the package is lost due to the Customer’s choice of non-traceable logistics, the Site will not be liable.​

(3) Policy Update Instructions​

This Policy will be updated in accordance with Google Rules, EU regulations (such as the Consumer Rights Directive, GDPR), and the Site’s operational needs. The updated Policy will be publicly announced in a prominent position on the Site’s homepage and will take effect 7 days after the announcement date. If the Customer continues to purchase on the Site after the Policy update, it shall be deemed that the Customer accepts the updated terms.​

7. Customer Inquiry and Complaint Channels​

1. Official Email: admin@shinyfur.com (Response within 24 hours, excluding holidays);​

2. Customer Service Phone: +8613770407616 (Working Hours: Beijing Time 9:00-18:00, Monday to Friday; Customers in the US/UK can consult based on time zone conversion);​

3. WhatsApp: +8613770407616 (Same as the customer service phone, supporting text and image communication, same working hours as above).​

After the Customer submits an inquiry or complaint, the Site will respond within 1 working day and provide a solution within 5 working days, ensuring compliance with the after-sales response speed requirements of Google and the European Union.