Refund policy

Returns and Exchanges Policy

  1. Unless otherwise stated in this Policy, all orders are generally non-refundable, non-returnable and non-cancellable once payment has been confirmed. However, if an order cannot reasonably be fulfilled due to stock unavailability, pricing or inventory display errors, system errors, payment irregularities, an undeliverable address, or any other circumstances beyond the reasonable control of the Store, the Store reserves the right to cancel the relevant order and arrange a refund.
  2. If, upon receipt of the goods, the customer discovers any quality issue, damage, missing item, incorrect item, or any discrepancy between the goods received and the order placed, the customer must contact the Store within 7 days from the date of receipt. The customer must provide the order number, proof of purchase, photographs of the goods and photographs of the packaging for verification and follow-up.
  3. After verification by the Store, where the issue is not caused by human damage, improper use, improper storage, normal wear and tear, or any other reason attributable to the customer, the Store will, depending on the circumstances, arrange a replacement of the same item, resend the relevant item, or make other reasonable arrangements.
  4. Unless the goods are found, after verification, to have a quality issue, damage, missing item, incorrect item, or any discrepancy with the order placed, the Store generally does not accept refund, return or exchange requests arising from personal or pet preference, taste, smell, texture, colour variation, size expectations, mistaken purchases, duplicate orders, a pet’s refusal to eat, normal adjustment reactions during food transition, individual digestive sensitivity, or any other non-quality-related reason.
  5. Except where the issue can only reasonably be discovered after opening the product, goods submitted for exchange should generally remain unused, unopened and in their complete original packaging, together with all accessories, instructions, gifts and original packaging. If the goods have been used, opened, damaged, soiled, or if the packaging, accessories or labels are incomplete, the Store reserves the right to refuse the exchange request.
  6. Once opened, pet food must be stored properly in accordance with the product label or the Store’s recommendations, and consumed within a reasonable period of time. The Store does not accept refunds, returns or exchanges where deterioration is caused by improper storage after opening, late consumption, contamination, exposure to moisture, insufficient refrigeration, or any other reason not attributable to the product itself.
  7. Discounted items, clearance items, short-dated items, limited-batch items, add-on items, trial sets and gifts are generally non-refundable, non-returnable and non-exchangeable, unless there is a verified quality issue, damage, missing item, incorrect item, or discrepancy with the order placed.
  8. The best-before date of general products will be no less than 4 months, unless the relevant product page, product name or description specifically states that the item is a short-dated product, limited-batch product, old-packaging product, clearance item or other designated product. By placing an order, the customer confirms that they have read and accepted the relevant product information and best-before date arrangements. Unless there is a verified quality issue, damage, missing item, incorrect item, or discrepancy with the order placed, any short-dated product, limited-batch product, old-packaging product, clearance item, add-on item, trial set or gift that has been specifically stated as such is generally non-refundable, non-returnable and non-exchangeable.
  9. If an item requiring replacement is out of stock or discontinued, the Store may, depending on the circumstances, arrange a replacement with another item of equivalent value, or discuss other reasonable arrangements with the customer.
  10. Unless the return or exchange is caused by an error on the part of the Store or a verified product quality issue, any delivery fees, shipping fees or other handling fees relating to the return or exchange shall be borne by the customer.
  11. All product images on the website are for reference only. The colour, size, packaging, label or appearance of the product may vary slightly due to lighting, screen display, product batch or supplier updates. The actual product shall prevail. The Store will, however, make reasonable efforts to ensure that product information is accurate and not misleading.
  12. Customers should inspect the goods as soon as possible after receipt. If no request is made within the period stated above, the Store may treat the customer as having confirmed that the goods and order contents are correct and in good condition.
  13. This Policy does not affect any statutory rights the customer may have under applicable laws in Hong Kong.
  14. In the event of any dispute, the Store reserves the right to handle the matter reasonably in accordance with this Policy, order records, logistics records, product condition and the applicable laws of Hong Kong. The Store will handle all cases in good faith and in a fair and reasonable manner.