We have a 30-day return policy, meaning you can return your item within 30 days of receiving it.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
To be eligible for a return, your item must be in the same condition you received it, unworn or unused, with tags attached, and in its original packaging. You will also need to provide your receipt or proof of purchase.
To initiate a return, you can contact us at verdanttracepet@gmail.com. Please note that returns must be sent to the following address:
[Name：chenshilin
Phone:18127067862
Post Code：518000
Address:China Guangdong Province Shenzhen Guangming District Matian Subdistrict Row 7, Shangtun New Village, Heshuikou Community]
If we accept your return, we will send you a return shipping label and instructions on how and where to send the package. We do not accept products that are returned directly without applying for a return.
If you have any return issues, you can always contact us through verdanttracepet@gmail.com contact us.
Damage and issues
Please check your order items upon receipt. If the items are defective, damaged, or shipped incorrectly, please contact us immediately so that we can evaluate and correct the issue.
Except for the following situations, customers are required to pay for the return shipping fee:
The product you received is incorrect.
You have received a damaged item.
You have received a defective item.
The product you received does not match its description.
Exceptional/non returnable items
Certain types of products cannot be returned, such as perishable goods (such as food, flowers, or plants), customized products (such as special orders or personalized products), and personal care products (such as beauty products). We also do not accept returns of hazardous materials, flammable liquids, or gas products. If you have any questions or concerns about specific products, please contact us.
Sorry, we do not accept returns of promotional products or gift cards.
Exchange
If the item has defects, damage, or transportation errors, we can replace it free of charge. If you need to replace the item with another one, or if the item is not suitable, we welcome you to replace it within 30 days. However, the return cost is not included and the item must be returned in its original packaging without use. Please send an email to verdanttracepet@gmail.com Discuss your exchange needs.
Order cancellation
Orders can be cancelled before shipment. Generally speaking, all orders will be shipped within 1-2 working days after receiving payment. If the customer cancels the order before the delivery time, the order can be cancelled.
EU 14 day cooling off period
Despite the above regulations, if the goods are shipped to the European Union, you have the right to cancel the order or return it without reason within 14 days. As mentioned above, your product must be in the same condition as received, unworn or unused, labeled, and in its original packaging. You also need to provide a receipt or proof of purchase.
Refund
We will notify you after receiving and inspecting your returned item, and let you know if the refund is approved. If approved, the refund will be returned to your original payment method within 10 working days. Please note that your bank or credit card company also needs some time to process and post refunds.
If you have not received the refund within 15 working days after we approve the return, please contact us through verdanttracepet@gmail.com contact us.
