退款政策

 

We aim to ensure that every customer is satisfied with your purchase. We provide options for both returns and size exchanges under specific conditions, as detailed below. Please review our policy carefully to understand how you can proceed should you require a return or an exchange.

 

Non-returnable / Non-exchangeable items: Please note that certain types of items may be exempt from being returned or exchanged due to hygiene or other specific reasons, such as custom products in the Pet Urn Collection, Memorial Jewelry Collection, Leather Carving keychain Collection, Resin Figurine, Plush Figurine, and Haute Couture Collection. These exceptions will also be clearly stated on the product pages

 

Return Policy

Eligibility for Return: To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

Return Period: Returns must be initiated within 7 days after receiving the goods

Restocking Fee: There is a 25% restocking fee on the original purchase price for returned items.

Process for Returns:

  1. Notification: Contact our customer service at info@markpet.com.cn. within 7 days to start the return process.
  2. Shipping Product Back: If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items returned to us without first requesting a return will not be accepted. You are responsible for the return shipping costs to us (Shanghai). The item must be packed securely and sent back using a trackable shipping service.
  3. Refund Issuance: Once we receive and inspect the returned product, we will issue a refund minus the 25% restocking fee and shipping costs. Refunds will be processed in the original form of payment. Please remember it can take some time for your bank or credit card company to process and post the refund too.
    If more than 15 business days have passed since we’ve approved your return, please contact us at info@markpet.com.cn.

 

Exchange Policy

Damages and issues: Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Eligibility for Exchange: We offer a one-time exchange on defective products, damaged products, or the wrong items. To qualify for an exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

Exchange Period: Requests for exchanges must be made within 7 days of receiving the goods

Process for Exchange:

  1. Contact Us: Please email our customer service team at
    info@markpet.com.cn. to initiate the exchange process. Include your order number and the desired one.
  2. Return Shipping: If your exchange is accepted, we’ll send you an exchange shipping label,  as well as instructions on how and where to send your package. You are responsible for the cost of shipping the product back to us (Shanghai). Please use a trackable shipping method to ensure the safe return of your item.
  3. Inspection and Dispatch: Upon receiving the returned product, it will undergo an inspection. If it meets our conditions, we will process the exchange and ship the new product to you. We will cover the shipping costs of the exchanged item.