At petmategear, we maintain rigorous quality control for all our pet supplies. If any issue arises after delivery, please contact our customer service team at [email protected] promptly for assistance.
Return Period
Items may be returned or exchanged within 30 days of receipt, provided they meet our eligibility criteria.
Return Shipping Options
- Post Office Collection: Arrange package pickup via your local post office.
- Drop-off at Post Office: Deliver the package to your nearest post office.
Shipping Cost Responsibility
- Our fault (e.g., defective or damaged items, incorrect delivery): We cover return shipping costs and provide prepaid return labels for carrier‑caused issues.
- Your reason (e.g., size mismatch, pet preference changes): You bear the shipping fees, which vary by carrier.
Return Requirements
- Non‑quality issues: Items must be unused, undamaged, and retain original tags and packaging. For hygiene reasons, opened pet beds, grooming tools, or consumables (e.g., treats) may not be eligible for return.
- Pre‑approval required: Obtain customer service approval before returning any items.
- Quality or incorrect delivery issues: Provide clear photos of defects or errors to receive return instructions.
Eligible Circumstances for Return/Refund
- Items damaged or defective due to production or transportation errors.
- Items differing from descriptions (e.g., size, color, material).
- Undelivered or lost parcels.
- Delays exceeding agreed timelines.
Return Process
- Contact Customer Service – Share your order number, SKU/product name, and reason for return.
- Response – Our team replies within 24 hours on business days with detailed instructions.
- Ship Items – Return the package to the address provided by customer service, using a trackable shipping method and keeping the receipt.
- Refund/Exchange – We process refunds or exchanges immediately upon receipt and inspection of the returned items.
Critical Notices
- Return address: Use only the address provided by customer service; package sender addresses are invalid.
- Non‑our items: Exclude any items not purchased from petmategear – we will not process them.
- Lost/stolen packages: We are not liable for items lost in transit; please retain tracking proof.
- Refund timing: Refunds may take up to 7 business days to appear, depending on your payment provider.
Special Cases
- Defective/damaged items: We issue return labels for carrier‑caused issues.
- Customer remorse: You arrange return labels for size or style changes.
- Used or stained items: Returns with visible use (pet hair, odors, bite marks, etc.) may be denied.
Contact Us
Address
UNIT 60 3/F YAU LEE CTR NO.45 HOI YUEN RD KWUN TONG HONG KONG
Phone
+852 98664119 (Monday–Friday, 08:00–17:00 UTC+8)
Email
[email protected]
Working Hours
Monday–Friday, 08:00–17:00 (UTC+8)
We respond within 24 hours on business days.