Return & Refund Policy
If something is not right, start with us.
Thoughtful care, every step of the way.30-day return request window
You may request an eligible return within 30 days after receiving your order. Include your order number and the reason for your request. For a change-of-mind return, the item should be unused, complete, and in its original condition, with included accessories and packaging where reasonably possible.
How to request a return
Contact us
Email service@yxhmhjhjg.asia with your order number and reason.
Receive instructions
Our team reviews your request and provides the authorized return address and instructions.
Pack and send
Use protective packaging and retain proof of shipment.
Review and resolution
We inspect the return and notify you of the outcome.
Do not send returns to the business address unless it is expressly authorized for your return.
Damaged, defective, or incorrect items
Inspect your order on arrival. Contact us promptly with a description and photos of any damage, missing parts, or incorrect items. We will review an appropriate repair, replacement, or refund in line with your rights. Conditions for ordinary change-of-mind returns do not remove your rights for faulty goods.
Who pays return shipping?
Change of mind
The customer pays return shipping unless another arrangement was agreed or applicable law requires otherwise.
Our error or a confirmed defect
We arrange a prepaid return method or reimburse reasonable agreed return costs when a return is required.
Original shipping charges may be non-refundable for voluntary change-of-mind returns, except where applicable law requires a refund.
Pet supplies and hygiene
Used or soiled pet accessories, chewed or damaged toys, opened consumables, customized items, and products clearly marked final sale may be excluded from voluntary change-of-mind returns. Any exclusion must have been disclosed before purchase and be permitted by applicable law.
A hygiene restriction does not automatically apply to every pet product. It does not exclude remedies for defective, incorrect, or misdescribed goods.
Exchanges
Contact us to check whether an exchange is available. Where it is not, you may complete an approved return and place a separate order for the preferred item. Check size guides before ordering replacements.
Refund review and processing
Approved refunds are issued to the original payment method, generally within 5–10 business days after approval. Your payment provider may take additional time to display the credit. We will notify you after reviewing the returned item.
Where applicable law requires an earlier refund or a different procedure, that requirement takes precedence. Contact us if you have not received an expected refund.
Mandatory consumer rights
Where EU distance-selling withdrawal rights apply, you generally have 14 days from delivery to notify us of withdrawal, subject to applicable exceptions. Statutory withdrawal and refund rules take precedence over this voluntary 30-day policy. Defective-goods rights are separate and are not limited to the voluntary return period.
A little help, whenever you need a hand.
For product, order, or privacy questions, contact our customer care team. Include an order number only when your question concerns an order.
© 2026 WILLOWSTRIDE™ · Shenzhen Weiguang Chengju Holdings Co., Ltd.
Last updated: September 16, 2026