Refund policy

If you find that the product is damaged, the packaging is incomplete, or there are quality issues, omissions, or incorrect delivery after receiving the goods, you can apply for a replacement within 7 days from the date of receipt. However, you must meet all of the following prerequisites:

  1. Provide valid proof detailing the request for replacement goods.
  2. Present valid documents/evidence proving that the problematic product was purchased from Pettellyava' (Conpet Innovation Limited).
  3. Quickly take photos of the problematic product and send them to us as evidence.
  4. Request that the replacement product has not been used and is in the original condition sold.
  5. Replacement goods are limited to the same style and size, and all parts and accessories of the requested replacement product must be provided, including manuals, certificates, labels, tags, consumables, bags, and boxes.
  6. Each item can only be replaced once.
  7. Please send your purchase receipt and details of the product issue via WhatsApp to: (852) 9545 0633 (WhatsApp only) or email: cs@conpet-inno.com (customer service inquiry).
    (If you find that the product has been damaged during transit, please contact us first.)

Eligible Replacement Goods or Reasons

  • The received goods do not match the ordered goods, or the received goods are damaged.
  • Quality issues, omissions, or incorrect delivery of products.

Goods or Reasons Not Accepted for Replacement

  • Missing packaging boxes, tags, or incomplete product contents (must match all accessories and packaging at the time of receipt during return).
  • Personal reasons, such as ordering the wrong item, wrong color or style, personal incompatibility, issues with home equipment compatibility, or preferences of pets.
  • Damaged goods modified or used by the customer.
  • Goods received more than 7 days after receipt.
  • Special order goods, display items, or items specifically marked as non-replaceable, or some goods that have indicated they do not provide exchange services.
  • No returns or refunds for any product or service, even if there is a price difference due to market fluctuations.
  • If the product is damaged due to accidental factors or misuse (such as breakage, water damage), including abuse, improper use, negligence, surface scratches, breakage, transit accidents, accidents, fire, or flooding, there is no 7-day exchange service.
  • Accessories and gifts included with the product.

(The company reserves the right to determine whether the product falls under the above conditions).

By confirming your order, the customer acknowledges and agrees to the above replacement terms and conditions. Conpet Innovation Limited reserves the right to modify all replacement terms without prior notice and has the right to refuse replacement requests. In case of any disputes, Conpet Innovation Limited reserves the final decision.

Last updated and effective date: August 8, 2024