Refund policy

The Pet Lover – Return & Refund Policy

At The Pet Lover, your satisfaction is our top priority. If something isn’t quite right with your new vase, planter, or decorative piece, we’re here to make it right — quickly, clearly, and with care.

✅ Eligibility for a Refund

You may request a return or refund within 14 days of receiving your order if:

🟢 You contact us within the return window
🟢 The item is unused, in its original packaging, and in resalable condition
🟢 The item arrived damaged, incorrect, or defective

🚫 Non-Refundable Items

We are unable to accept returns for:

❌ Customized or made-to-order items (e.g., personalized finishes or limited-edition designs)
❌ Items that have been used, installed, or damaged due to mishandling

📝 How to Request a Return

To start a return, please contact our support team with the following details:

📦 Your order number
🗒 A short description of the issue
📸 Clear photos of the product and packaging (if applicable)

Once we receive your request, we’ll review it and guide you through the next steps.

🔄 Return & Refund Process

1. Review & Approval
Our team will evaluate your request and may reach out for additional details.

2. Return Instructions
If approved, you’ll receive the return address and packaging guidelines.
📦 Return shipping is the customer’s responsibility unless the item was incorrect or faulty.

3. Refund Processing
Once your return is received and inspected, we’ll issue a refund to your original payment method.
⏳ Refunds are typically processed within 5–7 business days, depending on your payment provider.

📌 Important Notes

  • Returned items must be unused and in original condition.

  • Shipping fees are non-refundable unless the return is due to an error on our part.

  • Returns that do not comply with this policy may be declined.

  • Excessive or suspicious return activity may result in an account review.

💬 Need Help?

We’re here to make every step simple and stress-free.
If you have questions about returns, replacements, or order concerns, please visit our Contact page — the The Pet Lover team is always ready to assist and ensure your experience is as elegant and effortless as your space.

Business Name: LAYACLOTHING LIMITED
Registered Address: RM03, 24/F, HO KING COMM CTR, 2-16 FAYUEN ST, MONG KOK HONG KONG
Registration Number: 79797799