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Help & policies

Returns & refunds

Our 30-day happy-tail guarantee: if something isn't right for your pet, we'll make it right.

Last updated: October 23, 2026

Our 30-day guarantee

You can return any eligible item within 30 days of delivery for a full refund of the item price.

What can be returned

  • Items must be unused, unwashed and in their original packaging.
  • For hygiene reasons, items your pet has already used — such as toys, bowls, beds and grooming tools — can only be returned if they're faulty.
  • Items marked as final sale can't be returned unless they're faulty.

How to start a return

  1. Email support@your-domain.com with your order number and the items you'd like to return.
  2. We'll reply within one business day with your return instructions and return address.
  3. Pack the items securely and send them with a tracked service. Keep your proof of postage.

Return shipping costs

  • Changed your mind? Return shipping is paid by you.
  • Faulty, damaged or wrong item? It's on us. Email us photos within 14 days of delivery and we'll send a replacement or a refund — usually without you needing to send anything back.

Refunds

Once your return arrives and passes inspection, we'll refund your original payment method within 5 business days. Your bank or payment provider may take a further 5–10 business days to show it. Original shipping fees aren't refundable unless the return is due to our mistake or the law requires it (see below).

Exchanges

The quickest way to swap a size or color is to return the original item and place a new order — that way your new piece ships right away.

Your statutory right of withdrawal (EU and UK customers)

On top of our 30-day guarantee, if you live in the European Union or the United Kingdom you have the legal right to withdraw from your purchase within 14 days of receiving your goods, without giving any reason. To exercise it, let us know clearly — for example by emailing support@your-domain.com — using the model form below or any other clear statement.

We'll reimburse all payments we received from you, including the cost of standard delivery, no later than 14 days after we're informed of your decision. We may withhold the refund until we've received the goods back or you've supplied proof that you've sent them, whichever is earlier. You bear the direct cost of returning the goods, and you're only liable for any loss in value caused by handling beyond what's needed to check their nature, characteristics and functioning.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: Serenyu E-Commerce Co., Ltd., Room 1063, No. 183 Wenhui Road, Chaohui Subdistrict, Gongshu District, Hangzhou, Zhejiang Province, China, support@your-domain.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):

Ordered on (*) / received on (*):

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

(*) Delete as appropriate.

Your statutory rights

This policy doesn't affect your statutory rights, including your rights if an item is faulty or not as described. For delivery questions, see our shipping policy.