PetShop

Return & Refund Policy

Last updated: 2026.10.21

Thank you for shopping at 【PetShop】. This Return & Refund Policy applies to all pet supplies orders placed on 【goodscn.shop】. Our products are dropshipped from suppliers in China (1688), so please read this policy carefully before purchase.

1. Return Eligibility

  • For customers in the United States: You may request a return within 30 calendar days after you receive the package.
  • For customers in the European Union / UK: You have the statutory right of withdrawal within 14 calendar days from delivery, without giving a reason, in accordance with consumer protection law.
  • To be approved for return:
    1. The item must be unused, unwashed, undamaged, with original packaging, tags and accessories complete.
    2. The product cannot show signs of pet use, hair stains, bite marks or contamination.
    3. You must provide your order number and photos of the product condition when submitting a return request.

2. Non-Returnable Items (Pet Supplies Special)

For hygiene, health and safety reasons, the following items are final sale and cannot be returned or exchanged once opened/used:

  • Pet food, treats, supplements, dental care snacks
  • Pet diapers, sanitary pads, disposable pee pads
  • Pet grooming wipes, disposable gloves
  • Pet beds, blankets, plush toys that have been in contact with pets
  • Customized / personalized engraved pet collars, ID tags
  • Clearance items marked “Final Sale” on product page

Defective items received damaged upon arrival are not subject to this clause; we will handle damage claims separately.

3. Who Pays Return Shipping?

  • Our fault (wrong item shipped, factory defect, broken on arrival): We cover the replacement cost or full refund, we will arrange return instruction.
  • Customer change of mind / order wrong size / do not like: Buyer is responsible for all return shipping cost. Return shipping from overseas back to our China supplier warehouse is expensive, we strongly recommend you check size chart and product description carefully before checkout.

Important note: We are a dropshipping store. Returns are sent back to our China supplier warehouse, not a local US/EU warehouse. Local return address is not available unless we specially notify you.

4. Return Process

  1. Send email to 【renzo.lee.boy@gmail.com】 with subject: Return Request + Order #XXXX
  2. Attach photos: product picture, packaging picture, defect picture (if any)
  3. We will review and reply within 2 business days. If approved, we will send you return authorization (RA number) and return address. Do NOT send returns without RA number, parcel will be rejected.
  4. After our supplier receives and inspects the returned goods, we will process refund or exchange within 5–10 business days.
  5. Refund will go back to your original payment account (PayPal). Refund arrival time depends on PayPal processing speed.

5. Damaged / Lost / Missing Item

  • If goods arrive broken, defective or missing parts: Please send photos within 48 hours after delivery. We offer options: partial refund, full refund, or reshipment (based on stock from 1688 supplier).
  • Package marked delivered but you never receive it: We will help you track logistics. We are not liable for loss caused by wrong address you provided.

6. Cancellation

Orders can be cancelled for free only before our supplier ships it out. Once dispatched, cancellation is treated as return request and follow return rules above.

7. Contact

If you have questions about returns, write to: renzo.lee.boy@gmail.com