Forever Pets Return & Refund Policy
Protecting Pet Parents’ Rights ｜ Clear, Transparent & Reliable After-Sales Service
- Immediate Inspection (3-Day Notice): Check items upon arrival; report missing or incorrect items within 3 days.
- Original Packaging: Returned items must remain in their original, intact, and undamaged packaging (including gifts and accessories).
- Quality Defects (7-Day Notice): Report product defects within 7 days with clear photos showing the expiration date (EXP Date) and batch/lot number.
- Consumable Food Requirement: Opened food or supplements must retain at least 80% (8成) of original content and be kept in original packaging.
Return & Exchange Policy Terms
1. Discrepancy / Missing Items (3-Day Limit)
Please unbox and inspect all products immediately upon receipt. If there are any incorrect items, model mismatches, or shortages, please notify our customer support team within 3 days of delivery. Overdue requests cannot be accepted.
2. Product Quality Issues (7-Day Limit)
If you encounter any product defects, spoilage, or quality abnormalities, please file a request with customer service within 7 days of delivery. Clear photo evidence is required:
- Overall Product Photo: Clearly showing the defect or issue.
- Batch & Expiry Date Close-up: Clear view of the Expiration Date (EXP Date) and Production Batch / Lot Number for manufacturer verification.
3. Consumable Products Return Standard (Dry/Wet Food, Treats, Supplements)
To ensure pet hygiene and food safety, opened consumable items returned due to quality abnormalities must meet the following criteria:
- The remaining volume/weight must be at least 80% (8成) or above to be eligible for exchange.
- Original packaging must be retained. Do not discard the original bag/can or transfer food into other containers, as requests without original packaging cannot be processed.
- Note: Exchanges or returns based on pet personal preference, picky eating, appetite, or slight natural batch color variations cannot be accepted.
4-Step Return & Exchange Procedure
Take Photos / Videos
Capture clear photos of the issue, outer package, expiration date, and batch number.
Contact Customer Support
WhatsApp our team with your Order ID and photos within the eligible timeframe (3 days / 7 days).
Review & Pickup
Once verified, we will arrange courier return pickup or replacement delivery via SF Express.
Replacement / Refund
Upon receiving and inspecting the returned item, replacement or refund will be completed within 7 business days.
⚠️ Circumstances Ineligible for Returns or Exchanges
- Requests made after the designated timeframe (over 3 days for incorrect items / over 7 days for quality issues).
- Failure to provide clear photos showing the expiration date, batch/lot number, or proof of purchase.
- Opened consumable products with less than 80% of original content remaining.
- Damage resulting from improper personal storage (e.g., dampness, direct sunlight, temperature exposure).
- Free gifts, clearance items, or promotional special offers.
* Forever Pets reserves the right of final decision on all return and refund matters.