Orders under 59incura6.99 shipping fee. 

Return & Refund Policy

At petvaultnest, we take pride in the quality of every pet supply we offer. From cozy beds and durable collars to fun toys and grooming essentials, each item is carefully inspected before it leaves our warehouse. However, if something isn’t quite right after your order arrives, we’re here to make it right. Simply contact our friendly customer service team at [email protected] – we’ll guide you through the process.

30‑Day Return Window

You may return or exchange most items within 30 days of receiving your order, provided they meet the eligibility conditions outlined below.

Return Shipping Options

You have two convenient ways to send your return:

  • Post Office Collection – Arrange a pickup from your local post office.
  • Drop‑off at Post Office – Take the package directly to your nearest post office.

Who Pays for Return Shipping?

  • If the issue is our fault – e.g., the item arrived defective, damaged, or we sent the wrong product – we cover the return shipping cost and will provide you with a prepaid return label where applicable.
  • If the return is for your own reason – e.g., the size doesn’t fit, your pet doesn’t like the design, or you changed your mind – you are responsible for the return postage. Costs vary by carrier.

Return Eligibility Requirements

To ensure a smooth return process, please note the following:

  • Non‑quality issues – Items must be unused, undamaged, and in their original packaging with all tags attached. For hygiene reasons, we cannot accept returns on opened pet beds, grooming tools, or consumable products such as treats, food, or supplements.
  • Pre‑approval is required – Please contact our customer service team before sending any returns. Unauthorised returns may not be processed.
  • For quality or incorrect delivery issues – We may ask you to provide clear photos showing the defect or error, so we can verify and give you the correct return instructions.

Eligible Circumstances for Return or Refund

We gladly accept returns and issue refunds or exchanges in the following cases:

  • The item is damaged or defective due to production or transportation errors.
  • The item you received differs from the description (e.g., wrong size, colour, or material).
  • Your order was not delivered or was lost in transit.
  • Delivery time exceeded the agreed timeline without prior notice.

Return Process – Step by Step

  1. Contact Customer Service – Email us at [email protected] with your order number, the SKU or product name, and a clear reason for return.
  2. Receive Instructions – Our team will respond within 24 hours on business days with detailed return instructions, including the correct return address.
  3. Ship Your Items – Send the package to the address we provide. Please use a trackable shipping method and keep your receipt or tracking number.
  4. Refund or Exchange – Once we receive and inspect the returned items, we will process your refund or exchange promptly. You will receive a confirmation email.

Important Notices

  • Return Address – Only use the return address provided by our customer service team. Please do not use the sender’s address on the original package – it is not valid for returns.
  • Non‑petvaultnest Items – Please do not include items purchased from other brands in your return package. We cannot process them and will not return them to you.
  • Lost or Stolen Packages – We are not responsible for items lost or stolen during return transit. Always retain your tracking proof.
  • Refund Timing – Refunds are typically processed within 7 business days after we receive and verify your return. The exact time for the credit to appear in your account depends on your bank or payment provider.

Special Cases

  • Defective or Damaged Items – For carrier‑caused damage or manufacturing defects, we will issue a prepaid return label for your convenience.
  • Customer Remorse (size, colour, or style changes) – You will need to arrange your own return label and cover the shipping costs.
  • Used or Stained Items – Returns that show visible signs of use – such as pet hair, odours, bite marks, or stains – may be denied. Please ensure items are in a clean, unused condition before returning.

Still Have Questions? We’re Here to Help.

If you need further assistance, don’t hesitate to reach out. Our dedicated team is ready to support you.

Address:
UNIT 60 3/F YAU LEE CTR NO.45 HOI YUEN RD KWUN TONG HONG KONG

Phone: +85257059846
(Mon–Fri, 08:00–17:00 UTC+8)

Email: [email protected]

Working Hours: Monday–Friday, 08:00–17:00 (UTC+8)
We respond to all inquiries within 24 hours on business days.