Refund policy

We want you and your pet to be happy with every order. If something isn't right, you have 14 days from the day your order is delivered to ask for a return.

What can be returned

The item must be unused, in its original packaging, and in the same condition you received it.

For hygiene and safety reasons, these cannot be returned once opened:

Grooming consumables such as shampoos, sprays, wipes, and ear or dental care products
Treats, supplements, and any other consumable
Litter and waste products

How to start a return

Email us at taiseidefu1003@gmail.com with your order number and a photo of the item. We reply within 2 business days. Please do not send anything back before you hear from us, as returns sent without prior approval cannot be processed and we cannot return them to you.

If the item is faulty, damaged or not what you ordered

Send us photos of the item and its packaging within 7 days of delivery. In most cases we will refund you in full or send a replacement without asking you to post anything back, because return shipping across borders often costs more than the item itself. You will never be asked to pay return shipping when the fault is ours.

If you changed your mind

You are welcome to return an unopened item within 14 days, but the return shipping is yours and we recommend a tracked service. Our returns address is outside your country, so please ask us for the cost before you send anything. For lower priced items the postage is often more than the refund, and we will tell you honestly when that is the case.

Refunds

Once your return is approved, or once we receive and inspect a returned item, we email you to confirm. Approved refunds go back to your original payment method within 7 business days. Depending on your bank, it can take a few more days to appear on your statement.

The original shipping fee is refunded only when the return is due to our error.

Late or missing parcels

A parcel still in transit is not a lost parcel. Please check the delivery window in our Shipping Policy first. If tracking has not updated for 14 business days, email us and we will investigate with the carrier, then refund or resend if it is genuinely lost.

Refused parcels and customs charges

If you refuse delivery because of a customs charge, we treat it as a change of mind return. The item is refunded once it reaches us, but the original shipping cost is not.