Refund/Exchange Process

At patpat-pets.com, we want you to be fully satisfied with your purchase. We have a 30-day refund policy, which means you have 30 days after receiving your item to request a return. Please carefully read our return and exchange policy before placing an order.

General Rules

  • Clearance items are not eligible for return, exchange, or refund.
  • Gear that has been used, altered, washed, damaged, or is missing the original packaging is non-returnable. This includes gear that has been damaged by pets.
  • For health and safety reasons, we cannot accept returns of dog diapers, toys or carriers.
  • We cannot be held responsible for customers ordering the wrong product(s) or for any other reasons not related to quality problems. In such cases, you will be responsible for the shipping charges associated with sending the return back to us.
  • All requests are subject to the “Return/Exchange Conditions” below and must not fall under the “Non-Applicable Cases.”

Return Conditions

You may apply for a return if:

  1. The product is in original condition: unused, unwashed, unaltered, free from stains or cosmetics, and suitable for resale.

  2. Packaging is intact, including plastic bags, boxes, manuals, accessories, hangtags, and labels. 

  3. For quality-related returns, patpat-pets.com will bear the return shipping cost.

  4. Refunds cover the product price only; original shipping fees are non-refundable.

Exchange Conditions

Exchanges are allowed if:

  1. The item is exchanged for the same model and color in a different size (one-time only).

  2. The product and packaging remain in original condition (as detailed above).

  3. The buyer covers shipping costs for size-related exchanges (both return and reshipment).

Non-Applicable Return/Exchange Cases

Returns and exchanges will not be accepted if:

  • The item was not purchased directly from patpat-pets.com.
  • The product was purchased under a special promotion or discount marked as non-returnable/exchangeable.
  • The product has been used, washed, altered, stained, damaged, or missing labels/accessories.
  • The order number or electronic invoice is lost.
  • The request is made after the 30-day period.
  • The product falls under categories explicitly marked as non-returnable, such as supplements and consumables.
  • Any other situation where consumers are not entitled to return/exchange goods under this policy and applicable laws.

Refund/Exchange Process

  1. Submit a request within the eligible period. Please contact us via contact form or support@patpat-pets.com.
  2. Our team will review your application and respond via email within 10 working days.
  3. After receiving approval, return the product within 3 days following our instructions.
  4. Once confirmed, you’ll receive an email notification. Refunds (if applicable) may take 1 week to process.

Final Decision

In the event of disputes, patpat-pets.com reserves the right of final interpretation of this policy.