- Scope of policy application
Due to hygiene and safety considerations for pet supplies (such as food, pet accessories, etc.), we currently do not support no-reason returns, exchanges or refunds. This policy applies to all orders, including but not limited to:
Unopened or used goods
Returns and exchanges due to the customer’s subjective reasons (such as color/size not meeting expectations)
Promotional event goods - Handling of exceptional cases
If the goods you receive have any of the following problems, please provide photo/video evidence to contact@goodpetsrw.com within 48 hours of receiving the goods and we will verify and handle it for you:
Transportation damage (severe damage to the outer packaging or obvious damage to the goods)
The product description is seriously inconsistent (for example, the actual product is completely inconsistent with the parameters on the website)
Wrong delivery/missed delivery (Proof of full video recording of the unboxing process is required) - User Responsibility reminder
Please confirm the size, functions, applicable pet types and other information on the product detail page before placing an order.
Consumables (such as food and urine pads) are not eligible for return or exchange due to their expiration dates.
Customized products (such as engraved name collars) cannot be cancelled once they are made. - Contact information
If you have any questions, please contact the customer service team:
Email: contact@goodpetsrw.com