Return & Refund Policy

Hygiene reminder

Used pet items cannot be returned. Please measure your pet’s neck before ordering and contact us before sending any item back.

30-Day Return Policy

We accept return or exchange requests within 30 days from the date your order is delivered.

To be eligible for a return or exchange, the item must be:

Unused and in its original condition
Clean, with no pet hair, odour, scratches, bite marks, stains, or signs of wear
Returned with the original packaging, tags, accessories, and gift box, if included

For hygiene and safety reasons, we cannot accept returns for items that have been worn by pets or show signs of use.

Return & Exchange Summary

Situation	Solution
Wrong size ordered by customer	Customer pays return shipping and reshipping. Exchange is available if the item is unused and in original condition.
Change of mind or no longer needed	Customer pays return shipping. The item must be unused and in original condition.
Damaged, defective, or incorrect item received	After verification, we will cover replacement shipping or offer an appropriate refund.
Pet hair, odour, bite marks, scratches, stains, or signs of use	Return or exchange is not accepted.
Customized item, special size, or personalized order	Return or exchange is not accepted unless the item is defective or incorrect.
Gift box damaged but product is in good condition	We may offer partial compensation, store credit, or a discount coupon depending on the circumstances.

How to Request a Return or Exchange

Please email pp1252569595@outlook.com before sending anything back.

Your email should include:

Order number
Reason for return or exchange
Photos or videos of the product
Photos of the packaging if the item arrived damaged

Once your request is approved, we will provide return instructions and the return address. Items sent back without prior approval may not be accepted.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives. If you receive a damaged, defective, or incorrect item, contact us within 7 days of delivery with clear photos or videos.

After verification, we may offer a replacement, exchange, partial refund, or full refund depending on the circumstances.

Size Issues

For pet collars, please measure your pet’s neck before placing an order.

If the wrong size was ordered, we can offer an exchange when the item is unused and in original condition. The customer is responsible for return shipping and reshipping costs unless the size issue was caused by our mistake.

Non-Returnable Items

The following items cannot be returned or exchanged unless they are defective or incorrect:

Used pet collars or accessories
Items with pet hair, odour, scratches, bite marks, stains, or signs of wear
Customized, personalized, or special-size items
Clearance or final sale items
Gift cards
Items returned without prior approval

Refunds

Once we receive and inspect your returned item, we will notify you by email whether your refund has been approved.

If approved, the refund will be issued to your original payment method within 7–10 business days. The time required for the refund to appear in your account may depend on your bank or payment provider.

Original shipping fees and return shipping fees are generally non-refundable unless the return is due to our mistake or a verified product quality issue.

Refund timing

Refunds are processed only after the returned item has been received and inspected.

Exchanges

Please contact us before requesting an exchange. Exchanges are subject to product availability. If the requested item is unavailable, we may offer a refund, store credit, or another suitable option.

Product Use Reminder

Our crystal pet collars are decorative accessories. They should not be used for strong pulling unless the product structure is specifically described as suitable for leash use.

Damage caused by chewing, pulling, misuse, improper cleaning, or normal wear and tear is not considered a product defect.