Return & Exchange Policy
Thank you for your support of DEARPET. For purchases made on this website (excluding customized items), you are entitled to request a return or exchange within 7 calendar days from the day after receiving the product. Please read the following details carefully:
📦 Return Eligibility
You may apply for a return within 7 days after receiving the product, provided the item is in brand new, unused, and complete condition.
Please note: The 7-day period is for inspection only, not a trial period. Returns or exchanges will not be accepted once the product has been used or unsealed.
Returned items must include complete packaging, such as the product itself, all accessories, gifts, invoice, inner/outer packaging, tags, etc. If any parts are missing or damaged, the return/exchange request will not be accepted.
❌ Items Not Eligible for Return or Exchange
We are unable to accept returns or exchanges in the following situations:
Items that have been opened, used, damaged, or stained by the customer and can no longer be resold.
Items with missing accessories or parts.
Requests made after the 7-day appreciation period.
Customized products (e.g., engraved necklaces, pet memorial plaques or urns with photos, etc.)
These are exempt from the 7-day return policy in accordance with Article 2 of the “Regulations on Reasonable Exceptions to the Right to Cancel Distance Sales” announced by the Executive Yuan.
🛠️ Defective Items
DEARPET carefully inspects all products before shipping and records the entire packing process.
However, if you discover a defect upon receiving your item, please contact our customer service team within 7 days of delivery. We will assist you in exchanging it for a new item.
🔁 Return & Exchange Process
Please contact our customer service within 7 days of receiving your item.
For convenience store pickup, the 7-day period starts from the day after pickup.
For home delivery, it starts from the day after you sign for the parcel.
All days, including weekends and holidays, are counted.
Contact us via LINE, Facebook, or Instagram direct message, and describe the issue.
If the item is defective, we may ask you to provide photos of the defect.After confirming your request, our staff will provide the return address and instructions for the return or exchange process.
Please follow the instructions carefully to avoid delays or affecting your rights.
💰 Refund Timeline
Once we receive your returned item, your refund will be processed within 14 business days.
For credit card payments, a reversal will be issued to the same card. The actual posting time depends on your credit card issuer.
For other payment methods, our staff will request your bank account details for the refund transfer.
