Refund policy
At Conlunpet, we want you to feel confident when purchasing our pet products. If something is not right with your order, please contact us at conlunpet@outlook.com.
Quality Issues: Free Return, Replacement, or Refund
If your item arrives damaged, defective, materially different from its description, or incorrect, please contact us as soon as possible, preferably within 7 days of delivery.
After reviewing the issue, we may provide one of the following remedies:
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A replacement at no additional cost
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A full refund
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Return instructions and reimbursement of reasonable return shipping costs, when a return is required
Please provide your order number, a description of the issue, and clear photos or videos. For shipping damage, photos of the outer packaging may also be requested.
The 7-day contact period helps us provide faster assistance and does not limit any rights that cannot legally be excluded.
Returns for Non-Quality Reasons
For non-quality-related reasons, such as a change of mind, ordering the wrong size or color, placing an incorrect order, or no longer needing the product, you may request a return within 14 days of delivery.
For these returns:
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Return shipping costs are the customer’s responsibility.
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The item must be unused and suitable for resale.
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The item must not have been used by a pet.
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The item should include its original packaging, accessories, and manuals.
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The product must not show signs of wear, stains, odors, damage, or improper use.
If the product or packaging has been opened, used, damaged, or returned with missing parts, any refund may be reduced to reflect the condition of the returned item.
Items that have been heavily used, damaged, stained, or affected by pet hair or odor may not qualify for a refund.
Optional Partial Refund Resolution
For certain non-quality-related concerns, we may, at our discretion, offer a partial refund as an alternative to returning the item.
This option may save you the time and expense of returning the product. Any partial refund will only be issued with your agreement. You are not required to accept a partial refund instead of an approved return under this policy.
Return Authorization Required
Please contact us at conlunpet@outlook.com before sending any item back.
Once your return request is approved, we will provide the applicable return instructions and return address.
Returns sent without prior authorization may be delayed or returned to the sender at the customer’s expense.
Items Not Eligible for Voluntary Return
The following items are generally not eligible for voluntary returns:
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Products that have been used by a pet
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Products with visible wear, stains, odors, or pet hair
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Products damaged through misuse or improper care
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Custom-made or personalized products
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Items returned with missing parts or accessories
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Items returned outside the applicable return period
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Items returned without prior authorization
These exclusions do not affect any rights that cannot legally be excluded.
Exchanges
For an approved quality-related issue, we may provide a replacement if the same product is available.
For non-quality-related requests, exchanges are subject to approval and product availability. Return shipping costs are the customer’s responsibility.
If the requested replacement is unavailable, we may offer a refund instead.
Refund Processing
Once we receive and inspect the returned item, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method. Please allow 5–7 business days for the refund to appear in your account after processing. Your bank or payment provider may require additional time.
Unless otherwise required by applicable law, original shipping charges are non-refundable for non-quality-related returns.
Contact Us
For return or refund questions, please contact: