RETURN AND REFUND POLICY

Last Updated: July 13, 2026

Thank you for shopping at www.brand-pethealer.com.

This Return and Refund Policy explains the conditions under which products may be returned, exchanged, replaced, or refunded.

The website is owned and operated by:

PETHEALER GLOBAL TRADING (HK) LIMITED
Company Registration Number: 79583332

By placing an order through our website, you agree to this Return and Refund Policy.

1. Return Request Period

Customers may submit a return request within 7 calendar days after the order is marked as delivered.

To be eligible for a return, you must contact us within this period and provide the required order and product information.

Return requests submitted after the applicable return period may not be accepted unless required by applicable consumer protection laws.

2. Return Eligibility

A product may be eligible for return only when all of the following conditions are met:

• The return request is submitted within 7 calendar days of delivery;
• The product is unused, unopened, and in its original condition;
• The original packaging, labels, seals, accessories, and complimentary items remain intact;
• The product has not been damaged, contaminated, altered, or improperly stored by the customer;
• Valid proof of purchase is provided;
• The return has been approved by our customer service team before shipment.

Products returned without prior authorization may be refused or returned to the sender.

3. Non-Returnable Products

Due to hygiene, safety, quality-control, and animal health considerations, the following products are generally not eligible for return:

• Products that have been opened or used;
• Products with broken, removed, or damaged seals;
• Animal nutritional supplements, feed additives, food, treats, powders, tablets, liquids, or similar consumable products that have been opened;
• Products damaged because of improper use, storage, or handling;
• Products without their original packaging or labels;
• Products returned after the permitted return period;
• Clearance, promotional, final-sale, or specially discounted products where clearly marked;
• Free gifts, samples, or complimentary products;
• Customized or specially ordered products;
• Products that cannot be resold for hygiene, safety, or regulatory reasons.

This exclusion does not apply where a product is defective, damaged in transit, incorrectly supplied, or otherwise subject to mandatory consumer rights.

4. Damaged, Defective, or Incorrect Products

Please inspect your order as soon as possible after delivery.

Contact us within 48 hours of delivery if:

• The product arrived damaged;
• The package was leaking, broken, or visibly opened;
• The product was defective;
• You received the wrong product;
• The quantity received was incorrect;
• A product was missing from the package;
• The product was expired upon delivery.

To help us assess the issue, please provide:

• Your order number;
• The name of the affected product;
• A description of the problem;
• Clear photographs of the product;
• Photographs of the outer and inner packaging;
• Photographs showing the shipping label;
• A clear photograph of the batch number and expiration date, where applicable;
• An unpacking video where reasonably available.

Please keep the product, packaging, and shipping materials until your claim has been resolved.

Do not dispose of the affected item unless instructed by our customer service team.

5. Unpacking Evidence

For claims involving missing, damaged, incorrect, or leaking products, we may request photographs or an unedited unpacking video.

The evidence should clearly show:

• The unopened parcel;
• The shipping label;
• The opening process;
• All products contained in the parcel;
• The reported damage, defect, or discrepancy.

Failure to provide sufficient evidence may affect our ability to verify and approve the claim. However, evidence requirements will be applied reasonably and will not limit rights that cannot legally be excluded.

6. Change-of-Mind Returns

Change-of-mind returns may be accepted only where:

• The request is submitted within the return period;
• The product remains completely unopened and unused;
• The product packaging and seal are intact;
• The product is not listed as non-returnable;
• The return is approved by us in advance.

For an approved change-of-mind return:

• The customer is responsible for return shipping costs;
• Original shipping fees are generally non-refundable;
• Customs duties, taxes, clearance fees, and payment processing charges are generally non-refundable;
• The customer is responsible for ensuring that the returned parcel reaches us safely.

We recommend using a trackable shipping service.

We are not responsible for returned parcels that are lost, delayed, damaged, or rejected during return transportation.

7. Return Process

To request a return, contact us at:

official@brand-pethealer.com

Please include:

• Your full name;
• Order number;
• Email address or telephone number used for the order;
• Product name and quantity;
• Reason for the return;
• Supporting photographs or videos where applicable;
• Your requested resolution.

Our customer service team will review the request and provide return instructions where approved.

Do not send products to our registered office or another address without written confirmation. The return warehouse address may differ from our registered business address.

8. Return Authorization

Approval of a return request does not automatically guarantee a refund.

Returned products will be inspected after receipt. We may refuse or reduce a refund if the product:

• Has been opened or used;
• Shows signs of customer damage;
• Is missing packaging, accessories, gifts, or labels;
• Has been improperly stored;
• Is not the product originally supplied;
• Does not meet the approved return conditions.

Where permitted by law, any loss in product value caused by unnecessary handling may be deducted from the refund.

9. Return Shipping Costs

We will generally cover reasonable return shipping costs when the return is caused by:

• A defective product;
• A damaged product;
• An incorrect product;
• An error made by us.

Customers are generally responsible for return shipping costs when the return is caused by:

• A change of mind;
• Ordering the wrong product;
• Ordering the wrong quantity;
• Providing incorrect order details;
• Refusing delivery without a valid product-related reason;
• Failure to collect or receive the parcel.

Return shipping arrangements and reimbursement must be approved in advance. Unauthorized shipping charges may not be reimbursed.

10. Refund Options

Depending on the circumstances, we may offer one or more of the following resolutions:

• A replacement product;
• Reshipment of a missing product;
• Exchange for another product;
• Store credit;
• Partial refund;
• Full refund.

The appropriate resolution will depend on the nature of the issue, product availability, shipping location, and applicable law.

We may offer a refund without requiring a return where the return cost is disproportionate to the product value or where returning the item is impractical.

11. Refund Processing Time

Once an approved return has been received and inspected, we will notify you of the outcome.

Approved refunds are generally initiated within 5 to 10 business days after inspection.

Refunds will normally be issued to the original payment method.

The time required for the refund to appear in your account depends on your bank, card issuer, payment provider, or local payment network.

We do not control processing times imposed by third-party financial institutions.

12. Refund Amount

An approved refund may include:

• The purchase price of the approved returned product;
• Standard shipping fees where required by applicable law or where the issue was caused by us.

The following amounts are generally non-refundable unless required by law or caused by our error:

• Expedited or premium shipping fees;
• Cash-on-delivery service fees;
• Payment processing fees;
• Customs duties;
• Import taxes;
• Customs clearance fees;
• Return shipping costs for change-of-mind returns;
• Additional delivery fees caused by incorrect customer information.

If only part of an order is returned, the refund will normally be limited to the value of the approved returned product.

13. Partial Refunds

A partial refund may be offered where:

• Only part of an order is affected;
• A product remains usable despite minor packaging damage;
• An accessory, gift, or part is missing;
• The customer agrees to keep a product with a minor issue;
• The returned product has suffered a reduction in value because of customer handling.

Any partial refund arrangement will be communicated to the customer before processing.

14. Exchanges and Replacements

Approved exchanges and replacements are subject to product availability.

If the same product is unavailable, we may offer:

• A comparable replacement;
• Store credit;
• A partial refund;
• A full refund.

Replacement delivery times may vary depending on stock availability and the destination.

We may require the original product to be returned before sending a replacement.

15. Order Cancellations

You may request cancellation before an order has been processed, packed, or dispatched.

Cancellation is not guaranteed after an order has entered fulfillment.

Once an order has been shipped, it can no longer normally be cancelled and must be handled under the applicable return procedure.

To request cancellation, contact us as soon as possible and provide your order number.

16. Refused and Unclaimed Deliveries

A parcel may be treated as refused or unclaimed where:

• The customer refuses delivery without a valid reason;
• The customer cannot be contacted;
• The customer repeatedly fails to accept delivery;
• The delivery address is incorrect or incomplete;
• The customer fails to collect the parcel;
• Required customs information or charges are not provided.

Where a parcel is returned to us, any refund may be reduced by:

• Original shipping fees;
• Return shipping fees;
• Customs charges;
• Storage or handling charges;
• Other reasonable costs caused by the failed delivery.

For hygiene and safety reasons, returned consumable animal products may be destroyed and may not be eligible for resale or refund.

17. Cash-on-Delivery Orders

Customers placing cash-on-delivery orders must provide accurate contact information and cooperate with the delivery carrier.

Repeated refusal, non-collection, or failure to accept valid cash-on-delivery orders may result in:

• Restrictions on future cash-on-delivery orders;
• A requirement for prepaid payment;
• Cancellation of future orders;
• Recovery of reasonable shipping costs where permitted by law.

Cash-on-delivery service fees may not be refundable unless the return results from our error or a defective product.

18. Incorrect Address or Customer Information

Customers are responsible for checking all order information before submitting an order.

We are not responsible for losses or delays caused by:

• An incorrect delivery address;
• An incomplete address;
• An incorrect telephone number;
• An incorrect recipient name;
• Failure to provide required customs information.

Contact us immediately if an order detail needs to be corrected. We cannot guarantee that information can be changed after fulfillment begins.

Additional shipping or redelivery costs may be charged to the customer.

19. Allergic Reactions and Individual Animal Responses

Animals may respond differently to nutritional supplements, feed additives, treats, and care products.

A return or refund is not automatically available solely because:

• An animal does not like the taste;
• An animal refuses to consume the product;
• The customer does not observe the expected result;
• Results differ from those experienced by another animal;
• The animal has an individual sensitivity not caused by a product defect.

Stop using the product and consult a qualified veterinarian if the animal develops an unusual or adverse reaction.

Where a product is suspected to be defective or contaminated, contact us promptly and retain the product, packaging, batch number, and supporting evidence.

20. Product Effectiveness

We do not guarantee specific results from nutritional supplements, feed additives, or animal care products.

Product outcomes may vary according to:

• Species and breed;
• Age and weight;
• Health condition;
• Diet and environment;
• Dosage;
• Frequency and duration of use;
• Individual animal response.

Dissatisfaction based solely on the absence of an expected result does not necessarily qualify for a refund unless a specific guarantee has been expressly provided in writing.

21. Promotional Items and Free Gifts

When an order includes a free gift, promotional item, or bundled product, the item may need to be returned together with the main product.

If the promotional item is not returned, its reasonable value may be deducted from the refund.

Free samples and gifts are not redeemable for cash and are not independently refundable.

22. Bundles and Multi-Item Offers

Products purchased as part of a set, bundle, multi-buy promotion, or discounted package may need to be returned together.

If only part of a bundle is returned, the refund may be recalculated based on the regular price of the items retained.

This may reduce the refundable amount.

23. Chargebacks and Payment Disputes

Before submitting a chargeback or payment dispute, please contact us so that we can attempt to resolve the issue.

Submitting a fraudulent or misleading chargeback may result in:

• Suspension of customer accounts;
• Cancellation of pending orders;
• Restriction of future purchases;
• Submission of relevant evidence to the payment provider;
• Further action where permitted by law.

This section does not limit a customer’s legitimate right to dispute an unauthorized or incorrectly processed payment.

24. Suspected Fraud or Abuse

We reserve the right to reject a return or refund request where there is reasonable evidence of:

• False or altered evidence;
• Product substitution;
• Repeated abusive refund claims;
• Intentional product damage;
• Unauthorized payment use;
• Promotion abuse;
• Other fraudulent activity.

We may request additional information to verify a claim.

25. Refunds for Discounted Orders

Refunds for discounted products will be based on the amount actually paid by the customer, not the original listed price.

If a discount depended on a minimum order value or quantity, the refund may be recalculated where the remaining order no longer meets the promotion conditions.

26. Currency Conversion

Refunds will generally be processed in the original transaction currency.

Where a bank, card provider, or payment service applies currency conversion, the refunded amount received may differ because of:

• Exchange-rate changes;
• Foreign transaction fees;
• Bank charges;
• Payment-provider conversion rates.

We are not responsible for differences caused by third-party currency conversion or financial institution fees.

27. Consumer Rights

Nothing in this policy is intended to exclude, restrict, or replace any mandatory rights available to consumers under applicable law.

Where this policy conflicts with a mandatory consumer protection requirement, the mandatory legal requirement will apply.

Because return requirements may vary by destination country, some customers may have additional statutory rights.

Hong Kong does not have one standardized return policy for all online purchases, making it especially important for merchants to publish clear return conditions. Vietnam’s consumer authority also emphasizes that businesses should disclose return, exchange, and warranty conditions and procedures in advance.

28. Changes to This Policy

We may update this Return and Refund Policy from time to time.

The updated policy will apply from the date it is published on the website. Changes will not reduce mandatory rights relating to orders placed before the updated policy took effect.

29. Contact Us

For return, exchange, replacement, cancellation, or refund requests, please contact:

PETHEALER GLOBAL TRADING (HK) LIMITED

Email: official@brand-pethealer.com
Customer Support Email: pethealer781@gmail.com
Telephone: +86 19037118136

Registered Address:

RM 701, UNIT 127, 7/F, TWR B
NEW MANDARIN PLAZA
14 SCIENCE MUSEUM RD
TSIM SHA TSUI
HONG KONG

Business Hours:

Monday to Friday
9:00 a.m. to 6:00 p.m.
GMT+8