Return and Refund Policy

Return and Exchange Eligibility

1. If you discover any quality issues with the products upon receipt, please contact us within 24 hours of delivery. If the issue is verified to be non-human error or not caused by improper use, we will accept a product replacement request.

2. If a return or exchange is successfully negotiated, the returned product must be sent back to the designated location along with its complete packaging and accessories. Alternatively, you can contact us via Tmall online customer service for assistance. 

3. For issues affecting part of the product's function, we will replace the problematic part rather than the entire product.

 4. If you purchased from other websites, this return and exchange policy cannot be used on our website.

 5. For products eligible for warranty, please retain the product packaging and keep the invoice or online purchase proof for warranty repair purposes. Customers unable to provide these will not receive warranty service.

 6. Returned products must be within a 7-day cooling-off period, in a condition that does not affect reselling, and include all packaging, accessories, and manuals.

7. Criteria for not affecting reselling: The product must show no signs of use, and all parts, including the product itself, accessories, and packaging, must be free from scratches, damage, or repairs. It must not have been cleaned or repaired.

8. 7-Day Cooling-Off Period: Customers have a 7-day cooling-off period starting the day after the product arrives at the customer's address, based on the logistics tracking arrival time.

9. During the 7-day cooling-off period, if the product shows signs of use and is unsellable, it cannot be returned.

10. After the 7-day cooling-off period, even if the product shows no signs of use, it cannot be returned.

11. For accessory products, once opened, returns are not accepted.

12. If returning for personal reasons not related to product issues, and meeting the return standards, the customer must bear the return shipping costs.

13. The estimated arrival or delivery time for pre-ordered products may be delayed, and we do not accept refunds for this reason.

14. Some orders may be arranged for delivery by a logistics company, and delivery times are subject to their arrangements.

15. Once the order has been handed over to the logistics company, we will send the order tracking number to the customer, who can inquire about the order status with the logistics company's customer service. If there is a delay in delivery time by the logistics company, we do not accept refunds for this reason.

16. If an order has been shipped and is in transit, but a cancellation and refund are forcibly requested, we will deduct 20% of the order total as a handling fee.

17. If the product to be exchanged is out of stock or discontinued, customers may exchange it for a product of equal value.

18. All images on the website are for reference only; actual products shall prevail.

19. Petsnowy HK reserves the right to amend the above terms and conditions without prior notice.

20. In case of any disputes, Petsnowy HK reserves the final decision.

*All return and exchange policies are governed by the terms of the sales channel on this webpage; policies from other channels are not applicable.

*If you purchased PetSnowy products through a third-party retailer, you must coordinate returns directly with that retailer.

*Last updated: February 12, 2025

Return and Exchange Process

Obtain your order number (order numbers start with #PSHK and will be emailed to you after payment is completed). We do not accept responsibility for returns without an order number.

Contact PetSnowy HK customer service via Email or Facebook Messenger to discuss return eligibility and method.

Products that have been opened are not eligible for returns.

Return Items: Return your items in their original packaging. If the returned product is in an unclean state, a cleaning fee of HKD 300 may be deducted from your refund.

Determine your shipping method. If returning for personal reasons, you are responsible for return shipping costs. Please note that returns from outside Hong Kong may incur additional shipping fees.

Refunds: Once we receive your returned item and verify it meets refund eligibility, we will process the refund to your original payment method within 7-10 business days. Once processed, it may take up to 30 days for your bank or credit card issuer to apply it to your account.

Exchanges: After contacting customer service and confirming the product issue, if it is determined to be a problem with a specific part, we will only send a replacement part. If the exact problem cannot be determined, we will arrange to retrieve the product, complete the inspection within 7-10 days, and return it to the customer.