Refund policy

At patpat-pets.com, we strive to ensure customer satisfaction. We operate a 30-day return and exchange policy, meaning you have 30 days after receiving your item to submit a return or exchange request. Please read this policy carefully before placing an order.

1) General Rules

  1. Non-returnable / non-exchangeable items:

    • Clearance items

    • Food, supplements, and consumables

    • Dog diapers, toys, and carriers (for health and safety reasons)

  2. Gear that has been used, washed, altered, damaged, or is missing original packaging / accessories / labels is not eligible for return or exchange. This includes gear damaged by pets.

  3. All requests are subject to the “Return Conditions” / “Exchange Conditions” below and must not fall under “Non-Applicable Cases.”

2) Return Conditions

You may apply for a return only if all of the following conditions are met:

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

  2. Packaging is intact, including (where applicable) plastic bags, boxes, manuals, accessories, hangtags, and labels.

Shipping and refund scope

  1. Refunds cover the product price only. Original shipping fees are non-refundable.

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

  3. For non-quality returns, the buyer bears the return shipping cost.

3) Exchange Conditions (Harness & Apparel Only)

Size exchanges are offered for harness & apparel items only, subject to the conditions below.

You may apply for a size exchange only if all of the following conditions are met:

  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 defined under “Return Conditions” (unused, unwashed, unaltered, with all tags and original packaging intact).

  3. Exchanges are subject to stock availability.

Shipping for size exchanges (harness & apparel only)

  1. The buyer bears the return shipping cost (sending the item back to us).

  2. patpat-pets.com bears the reshipping cost once (sending the replacement size to the buyer), subject to the above conditions.

4) Non-Applicable Return / Exchange Cases

Returns and exchanges will not be accepted if:

  1. The item was not purchased directly from patpat-pets.com.

  2. The product was purchased under a special promotion marked as non-returnable / non-exchangeable.

  3. The product has been used, washed, altered, stained, damaged, or is missing labels/accessories/original packaging.

  4. The order number or electronic invoice cannot be provided.

  5. The request is made after the 30-day period.

  6. The product falls under categories explicitly marked as non-returnable, such as supplements and consumables.

  7. Any other situation where consumers are not entitled to return/exchange goods under this policy and applicable laws.

5) Refund / Exchange Process

  1. Submit a request within the eligible period via our contact form or by email at support@patpat-pets.com.

  2. Our team will review the request and aim to respond within 2 working days.

  3. Upon approval, please ship the item back within 7 days following our instructions.

    • Please do not send any returns/exchanges without prior approval.

  4. After we receive and inspect the returned item:

    • If approved for refund, refunds are typically processed within 7 days.

    • If approved for exchange, the replacement item will typically be shipped within 2–3 working days, subject to stock availability.

6) Final Decision

In the event of disputes, patpat-pets.com reserves the right of final interpretation of this policy. This policy does not affect your statutory rights.