Refund policy
1.Return Window
Our standard return window is 14 days from delivery. You can cancel your order for a full refund as long as it hasn't shipped or produced (for customized or personalized items). Once your order has shipped, we cannot cancel it or offer you a refund or exchange.
2.Condition of Items
To be eligible for a return or exchange, your item must meet the following conditions:
- Unused and in the same condition as when you received it.
- In its original packaging with all tags still attached.
- Free from any damage, stains, or odors.
- Not customized or personalized.
Items that do not meet these criteria may be refused for a refund or exchange.
3.How to Initiate a Return or Exchange
To start a return or exchange, please follow these steps:
- Email our customer service at service@petoart.com with your order number and the reason for your return/exchange.
Return
- Securely pack your item(s) in the original packaging, including all accessories, manuals, and documentation.
- After receiving and inspecting your return, we will notify you via email.
- You will be informed whether your refund is approved. If approved, the refund will be processed and automatically returned to your original payment method within a certain number of business days.
Exchange
- If you need to exchange an item (e.g., for a different size or color), please follow the steps above.
- Once your original item is received and inspected, we will process your exchange and ship the new item to you. Additional shipping fees for the exchanged item may apply.
Notes:
- If the return is due to consumer error, the consumer is responsible for the return shipping cost, which varies by courier.
- If the return is due to our error (damaged or incorrect items), the consumer will not incur shipping costs.
- No restocking fee will be charged for returns.
- Original shipping costs are non-refundable.
If you wish to request a return, please return the goods intact to the following address：
5th floor, 23st Building, Julong Industrial Park, Xicha Road, Baiyun District, Guangzhou 510000, Guangdong Province, China
YY +86 13726747285