Cancellation & Return Policy

Our Commitment

At Pet Food Gear Hub, quality and customer satisfaction are our top priorities. Each product undergoes strict multi-stage inspection before shipping. If you are not fully satisfied with your purchase, our flexible return policy is designed to resolve issues fairly and smoothly.

Contact Us

For questions not covered below, please email us at info@petfoodgearhub.com with:

  • Your order number

  • Detailed description of the issue

  • Clear photos or videos of the problem

We will reply and assist you as soon as possible.

Cancellation Policy

Important Notice:
All order cancellations incur handling fees, regardless of shipment status. Fees cover warehouse coordination, order processing, and logistics management for shipped items.

We are committed to providing high-quality products at cost-effective prices. Each item requires careful multi-stage preparation and inspection, which takes time and resources. We appreciate your understanding and trust.

If you wish to change your order before shipment (instead of canceling), no handling fees will apply. We will help you update items free of charge; any price difference shall be borne by you.

Cancellation Before Payment

  • Log into "My Account" → "My Orders"

  • Select the order you want to cancel

  • Click "Delete this order" and confirm

Cancellation Before Shipment

  • Within 48 hours of ordering: 10% handling fee

  • After 48 hours: 20% handling fee

Note: Once shipped, order cancellation is no longer available.

Cancellation After Shipment

If shipment has begun and you request cancellation, we will attempt to intercept the package.

  • If interception succeeds: 50% handling fee + non-refundable shipping cost

  • If interception fails: 60% handling fee + non-refundable shipping cost

Failed Delivery Caused by Customer

If delivery fails due to incorrect customer information or refusal to accept delivery:
60% handling fee + non-refundable shipping cost

Return Policy

Please inspect your order immediately upon receipt.

Returns or exchanges are accepted ONLY IF:

  • Items are unused

  • In original packaging with tags

  • Within the valid return window

14-Day Guarantee (DOA / Damaged on Arrival)

If your item arrives broken or defective, contact us within 14 days of delivery.

Please provide photos:

  • Full condition of the parcel

  • Shipping label

  • Clear details of damage/defect

Photos are required to process claims.

For high-value items, we may require return. All original accessories must be included; missing parts may be charged.

60-Day Conditional Returns

  • Non-defective items: Partial refund only (item cost minus shipping fees). Buyer covers return shipping.

  • Defective items: Please refer to 14-Day Guarantee or product warranty. The responsible party covers shipping. All accessories must be included; missing parts may be charged.

After 60 Days from Delivery

We will not accept any requests for refund, replacement, or exchange. Please inspect your order promptly.

International Returns

If you wish to return an item, you must arrange and pay for return shipping to China (we currently cannot accept returns at overseas warehouses), including:

  • All return shipping costs

  • International customs clearance fees

For procedures, contact your local courier.

How to Return

  1. Contact us first to get approval and return instructions. Unauthorized returns will not be accepted.

  2. Pack securely: Include all accessories, original packaging, and a note with:

    • Order number

    • Product name / SKU

    • Brief issue description

  3. Ship & provide tracking: Use the return address we provide. Email us the tracking number and shipping receipt.

Once received and inspected, refunds will be processed to your original payment method within 1–5 business days.

Shipping Insurance (Optional)

Optional shipping insurance is available at checkout to protect valuable items during international transit.

With Insurance

  • Free replacement if damaged during transit

  • Enhanced packaging (highly recommended for high-value items)

  • If damage reported after delivery: free reshipment or partial refund (max 40%)

  • If package refused due to visible damage: no return shipping fee

  • Damaged/missing parts: free replacement; heavily damaged: free reissue

  • If no replacement and no return: max 40% item refund

Without Insurance

  • Conditional replacement only; additional cost may apply

  • Standard packaging

  • If refused due to damage: buyer pays return shipping + clearance + handling; max 20% item refund

  • Damaged parts: replacement only

  • If no replacement and no return: max 20% item refund

Important Notes

  • International returns: Use standard postal services to reduce customs fees. Buyer is responsible for any return duties/taxes.

  • Shipping costs: Once shipped, all shipping fees are non-refundable (including cancellations or customer returns).

  • Inspection: All returns are inspected. Refunds are approved only if unused, original packaging, complete accessories.

By placing an order on Pet Food Gear Hub (www.petfoodgearhub.com), you agree to this Cancellation & Return Policy. We reserve the right to update terms at any time.

Contact Us:
Website: www.petfoodgearhub.com
Email: support@petfoodgearhub.com

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