Refund policy

RETURN AND REFUND POLICY

Last Updated: March 9, 2026

At Petquestworld, we want you and your pets to be completely satisfied with your purchase. Please review our return and refund policy below.

1. RETURN PERIOD You have 30 days from the date of delivery to return eligible items for a refund or exchange.

2. ELIGIBLE ITEMS FOR RETURN

  • Unopened and unused pet products in original packaging
  • Items with original tags and labels attached
  • Products in resalable condition

3. NON-RETURNABLE ITEMS For health and safety reasons, the following items cannot be returned:

  • Opened pet food, treats, or supplements
  • Used grooming products or hygiene items
  • Personalized or custom-made pet products
  • Clearance or final sale items
  • Perishable goods

4. RETURN CONDITIONS To be eligible for a return:

  • Items must be unused and in the same condition you received them
  • Items must be in original packaging
  • Proof of purchase (receipt or order confirmation) is required

5. HOW TO INITIATE A RETURN To start a return, please contact us at:

  • Email: l956591713@gmail.com
  • Phone: +86 13202840751

Please provide your order number and reason for return. We will provide you with return instructions.

6. RETURN SHIPPING

  • Customers are responsible for return shipping costs unless the item is defective or we made an error
  • We recommend using a trackable shipping service
  • Petquestworld is not responsible for items lost or damaged during return shipping

7. REFUND PROCESS Once we receive and inspect your return:

  • Approved refunds will be processed within 5-7 business days
  • Refunds will be issued to the original payment method
  • Original shipping charges are non-refundable (unless the return is due to our error)
  • You will receive an email confirmation when your refund is processed

8. EXCHANGES If you need to exchange an item for a different size, color, or product:

  • Contact us to arrange an exchange
  • Exchanges are subject to product availability
  • Additional shipping charges may apply

9. DAMAGED OR DEFECTIVE ITEMS If you receive a damaged or defective product:

  • Contact us within 7 days of delivery
  • Provide photos of the damaged item and packaging
  • We will arrange a replacement or full refund at no cost to you
  • Return shipping will be covered by Petquestworld

10. LATE OR MISSING REFUNDS If you haven't received your refund after 7 business days:

  • Check your bank account or credit card statement
  • Contact your credit card company (processing may take time)
  • Contact your bank (processing delays may occur)
  • If you've done all of this and still haven't received your refund, contact us at l956591713@gmail.com

11. PARTIAL REFUNDS Partial refunds may be granted for:

  • Items showing obvious signs of use
  • Items not in original condition or with missing parts not due to our error
  • Items returned more than 30 days after delivery

12. CANCELLATIONS

  • Orders can be cancelled within 24 hours of placement for a full refund
  • Once an order has been shipped, our standard return policy applies

13. INTERNATIONAL RETURNS

  • International customers are responsible for return shipping costs and any customs fees
  • Refunds will be issued in USD

14. CONTACT US For questions about returns and refunds, please contact:

  • Email: l956591713@gmail.com
  • Address: 广东省佛山市南海区狮山镇狮南葛西村新四巷1号, 佛山市, Guangdong 528222, China