Refunds & Returns Policy

1. Cancel

All orders can be canceled until they are shipped. If your order has been paid and you need to cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be canceled.

We will charge a processing fee for order cancellation. The processing fee is 3.5% of the order amount, you will get the refunds in 5 business days.

2. Returns

We accept the return of products. Customers have the right to apply for a return within 14 days after delivery of the product. Customers should pay for the return fee, the cost includes the shipping fee and re-listing fee (90% of the deal price).

3. Refunds

Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:

  • you do not receive them within the guaranteed time (not including handling time)
  • you receive the wrong item
  •  the product has quality problems.

We do not issue the refund if:

  • your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
  • your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).
  • you don’t like it (style, color, size and so on).

4. Refund Time

After approval, you will get the refunds in 5 business days.

5. Exchange

We will replace items if they are defective or damaged. If you need to exchange it, please supply the proof photos of the defective/damaged product, and send us an email at support@hotpettoy.com.