Refund policy

Thank you for shopping with us. Please read this Return & Refund Policy carefully before making a purchase. By placing an order, you agree to the terms below.

1. Return Period

Customers may request a return within 14 days of receiving the product.

Return requests made after 14 days from the delivery date will not be accepted.

2. Return Conditions

To be eligible for a return, all of the following conditions must be met:

The item must be unused, unworn, and in its original condition

The item must be returned in its original packaging

The return request must be submitted within 14 days of delivery

Customers must contact us via email before returning any item

Returns that do not meet these conditions may be refused.

3. Non-Returnable Items

The following items are not eligible for return or refund:

Customized or made-to-order products

Items that have been used, damaged, or altered by the customer

Items returned without original packaging

Items returned after the 14-day return period

4. Return Address

All approved returns must be sent to our return address in China.

The return address will be provided after your return request is approved via email.

5. Return Shipping Costs

Seller-covered return shipping applies if the return is due to:

Incorrect item sent (wrong style, color, or size)

Clear manufacturing or quality defects

In these cases, we will cover the return shipping cost.

Customer-covered return shipping applies if the return is due to:

Personal preference (e.g. not liking the item)

Incorrect size or model selected by the customer

In these cases, the customer is responsible for the return shipping cost.

6. Refund Process

Refunds will be issued to the original payment method only

Once we receive and inspect the returned item, the refund will be processed within 5–10 business days

Please note:

Original shipping fees are non-refundable, except in cases of seller error or product defects

Any customs duties, taxes, or fees incurred during the return process (if applicable) are the responsibility of the customer

7. How to Request a Return

To initiate a return, please contact us at:

📧 lily@vitalpets.cn

Please include your order number, reason for return, and clear photos if the item is defective or incorrect.

8. Contact Us

If you have any questions about this Return & Refund Policy, please contact us via email. We are happy to assist you.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. 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 lily@vitalpets.cn.