退款政策

Thank you for shopping at zhumengpets. Please read our return and refund terms carefully before placing your order.
 
1. General Return Condition
 
We accept return requests within 30 calendar days after the customer receives the package.
Items for return must be unused, unwashed, in original packaging and in resell‑able condition. Used, damaged, soiled merchandise will not be eligible for return or refund.
Customized or personalized pet products are non‑returnable and non‑refundable.
 
2. Return Process
 
If you want to return an item, please send an email to shop@zhumengpets.com with your order number and reason for return. We will reply and provide return guidance.
Please do not send returned goods back to our China warehouse without prior email confirmation. Unauthorized returns may not be processed.
 
3. Return Shipping Cost
 
For customer‑initiated returns (change of mind, wrong size / wrong selection), the customer bears all return shipping fees. Original shipping cost is non‑refundable.
We will cover return shipping only if the item arrives defective, damaged or we shipped the wrong product.
 
4. Refund Processing
 
Once we receive and inspect your returned goods, we will process your refund. Refund will be issued to your original payment method. Please allow 5‑10 business days for your bank or payment provider to complete the refund transaction.
 
5. Damaged / Defective / Wrong Item
 
If you receive broken, defective or incorrect goods, please contact us within 7 days upon delivery. Please attach clear photos of product and package. We will offer options including partial refund, full refund or reshipment, according to the actual situation.
 
6. Non‑returnable Situation
 
- Products visibly used, stained, missing original package

- Custom‑made personalized pet items

- Orders over the 30‑day return window
 
7. Cancellation Rules Supplement
 
Self‑service cancellation for unshipped orders is available within 24 hours after order placement.
If your order is still unshipped beyond 24 hours, please contact our customer support for manual cancellation review.
Once the order has been fulfilled and shipped, cancellation is no longer available.
We reserve the right to reject cancellation requests for out‑of‑stock or fraudulent orders.
 
8. Contact
 
Email: shop@zhumengpets.com