Eligible returns may be requested within 30 calendar days after confirmed delivery. Contact customer support before sending anything back.

Submit your request before the period expires. We assess eligibility according to the item, its condition, the reason for return, and the terms below. This policy does not remove rights that apply independently of our standard return process.

Email service@kzwjxzwk.com with your order number, the item concerned, and the reason for your request. Include relevant photographs or video. For a damaged, incorrect, or incomplete delivery, provide photographs of the packaging and shipping label where practical.

Support will review the request and provide the appropriate instructions. Do not send a return before receiving the correct destination and return guidance.

For a change-of-mind return, an eligible item should generally be unused, complete, undamaged, and suitable for resale.

• Include original accessories, components, tags, and supplied instructions.
• Use original protective packaging where reasonably available, or equivalent packaging suitable for safe transport.
• Avoid pet hair, odors, stains, chewing damage, missing parts, or other signs of use that affect resale.
• For wearable accessories, check sizing before allowing extended use or removing required tags.

Opening packaging for reasonable inspection does not by itself make an item ineligible. Tell support about any use, cleaning, or assembly so the request can be assessed fairly.

A preference-based return may be restricted for customized items, used consumables, or sealed hygiene-sensitive items whose seal has been removed, where the relevant restriction was clearly disclosed before purchase and is permitted. Contact support to clarify an item’s conditions before ordering.

Discounted or promotional items remain eligible unless a relevant exclusion was clearly disclosed before purchase. Hygiene or other preference-based conditions do not exclude remedies for defective, incorrect, or materially misdescribed products where those rights apply.

Review measurements, materials, intended use, and species, age, or weight guidance before purchasing. Pet size and behavior can affect suitability. Screen settings and lighting may affect color appearance; this does not excuse a defective or materially misdescribed item.

Do not continue using an item that is broken, presents a hazard, or is unsuitable for your pet. Describe any concern to support so we can review the product and request.

Inspect your delivery and report a problem as soon as possible, preferably within 7 calendar days. Include your order number, a clear description, and relevant evidence. This suggested reporting period does not limit applicable consumer rights.

When a problem attributable to us is confirmed, we will arrange an appropriate replacement, reshipment, refund, or other agreed remedy without requiring you to bear extra costs caused by our error. Customer support will explain whether and how the item should be returned.

Customers normally pay return shipping for preference-based returns. For a confirmed problem attributable to us, support will arrange the appropriate remedy and explain any return-shipping arrangements.

No restocking fee is charged for an approved return. Original shipping costs are generally not refundable for preference-based returns. Eligible costs arising from our error will be addressed as part of the approved remedy.

Our registered company address is not automatically a return address. Use the destination confirmed by support. Pack the item securely with the required components, use a suitable trackable service, and retain your shipping receipt and tracking number until the request is resolved.

After the returned item has been received, inspected, and approved, we initiate the eligible refund to the original payment method within 5–10 business days. Your bank or payment provider may need additional time to post the credit.

We will contact you if the condition or missing components affect eligibility. In appropriate cases, we may authorize a remedy without a physical return; support will confirm that arrangement.

Approved refunds are normally issued to the original payment method. If it cannot receive the refund, we will work with you and the payment provider on an appropriate alternative. Do not send complete payment-card or banking credentials by email.

Exchanges depend on stock and item availability. If a direct exchange is unavailable, we may arrange an approved return and a separate new order. Any price difference and delivery arrangement will be explained before proceeding.

Contact us immediately to request cancellation. We will try to cancel before fulfillment begins, but cannot guarantee cancellation once processing, packing, or dispatch has started. No cancellation fee applies when cancellation succeeds before fulfillment.

Email service@kzwjxzwk.com or call +8675527791111. Customer service hours: 9:00 AM–10:00 PM.