Return and exchange policy
Characteristics of handmade food
Since our products are all handmade fresh pet food, we generally do not accept returns or exchanges for food safety and hygiene reasons.
Returnable/exchangeable
We offer return and exchange services in the following situations:
- ✅ Product damage during transportation
- ✅ The received product does not match the order.
- ✅ The product has quality issues (such as mold, spoilage, etc.)
- ✅ The product is within its shelf life but has expired.
Return and exchange process
- Please inspect the product immediately upon receipt. If any problems are found, please contact us within 3 days.
- Please provide the order number and photos of the product (including packaging and any problematic parts).
- Contact us via WhatsApp or email
- We will reply and arrange a return or exchange within 1-2 business days.
Not applicable to return and exchange
- ❌ No returns or exchanges requested due to personal preference or pet's dislike.
- ❌ Products that have been opened and consumed (except for quality issues)
- ❌ No returns or exchanges after the 3-day return/exchange period
- ❌ Product spoilage due to improper customer storage
Contact Us
If you have any questions or need assistance, please feel free to contact us through the following methods:
WhatsApp: 64219679
Email: pawchelinhk@gmail.com
We are committed to providing you and your furry friend with the highest quality products and services!