Politique de remboursement

30 days to change your mind

You have 30 days from delivery to let us know a product isn't right for you. Beyond that, we can no longer offer an exchange or refund.

Conditions

To be accepted, the item must be unused, in its original condition and packaging, with proof of purchase (order number or receipt). Contact us first via the Contact page: we'll give you the return address and the steps. Don't send anything back without contacting us.

Return shipping is at your expense, unless we made a mistake or the product is defective. An order that has already shipped can no longer be cancelled: it goes through the standard return process.

What can't be returned once opened

For hygiene and safety reasons, we can't accept a return on any product that has been opened or used where it comes into contact with an animal or with food: sprays and liquids, drops, wipes, balms, treats and edible items, and any consumable with a broken seal. Unopened and sealed, these items follow the standard 30-day policy.

A toy or accessory that has been chewed, soiled or washed is likewise non-returnable. This doesn't affect your rights if the item was defective on arrival.

Broken or defective product

If something arrives broken or defective, send us a photo within 48 hours via the Contact page. We'll send a replacement or refund you, depending on your preference and stock. You don't pay return shipping in this case.

If the product doesn't suit your animal

Animals differ, and a product that works for most won't work for every one of them. If your pet refuses it or reacts poorly, stop using it and tell us within the 30-day window — we'll look at it case by case, even on an opened item.

Refunds

Once the return is received and checked, the refund goes back to your original payment method within 14 days at most. An item returned used, incomplete or damaged (beyond our mistake) may lead to a partial refund. Original shipping costs are not refunded unless the return is our fault.

Good to know

Product packaging may differ slightly from the photos depending on the batch. As long as the product itself is as described, this isn't grounds for a return. Gift cards can't be returned or refunded.

Company details

This store is operated by OREVIA BAY LIMITED, a company registered in the Hong Kong Special Administrative Region under company number 81436228.
Registered address: RM 5065, /F 5, Yau Lee Centre, 45 Hoi Yuen Road, Kwun Tong, Hong Kong.