Refund & Return Policy

At Xiaobao Pets (“we”, “us”, “our”), customer satisfaction is important to us. This Refund & Return Policy explains the conditions under which products purchased from https://xiaobaopets.com (the “Website”) may be returned or refunded.

By making a purchase through our Website, you agree to the terms outlined below.

1. Eligibility for Returns

We accept returns under the following conditions:

• The item is returned within 7 days from the date of receipt;

• The item is unused, unworn, and in its original condition;

• The item is returned with original packaging, labels, and proof of purchase.

We reserve the right to refuse returns that do not meet the above conditions.

2. Non-Returnable Items

For hygiene and safety reasons, the following items are not eligible for return or refund, unless defective or incorrectly supplied:

• Pet food (opened or sealed)

• Treats and supplements

• Personal hygiene products

• Clearance or promotional items

• Gift cards or digital products

3. Defective or Incorrect Items

If you receive an item that is defective, damaged, or incorrect, please contact us within 48 hours of receiving the product.

Please provide:

• Order number

• Clear photos or videos showing the issue

Upon verification, we will offer:

• A replacement, or

• A refund, at our discretion

4. Return Process

To initiate a return, please contact us before sending any items back.

Contact Details:
📞 Phone: +852 5982 4634

Returned items must be sent only after receiving confirmation from us. Unauthorized returns may not be accepted.

5. Return Shipping Costs

• Customers are responsible for return shipping costs unless the item is defective or sent incorrectly.

• Shipping fees are non-refundable unless otherwise required by law.

6. Refunds

Once we receive and inspect the returned item:

• Approved refunds will be processed within 7–14 business days;

• Refunds will be issued using the original payment method whenever possible.

Please note that processing times may vary depending on your payment provider.

7. Exchanges

We currently do not offer direct exchanges.
If you wish to exchange an item, please return the original item (subject to approval) and place a new order.

8. In-Store Purchases

For purchases made at our physical store, return and refund policies may differ.
Please contact us directly or visit the store for assistance.

9. Limitation of Liability

To the maximum extent permitted by law, Xiaobao Pets shall not be liable for any loss or damage resulting from delays, misuse of products, or failure to follow product instructions.

10. Changes to This Policy

We reserve the right to update or modify this Refund & Return Policy at any time. Changes will take effect immediately upon posting on the Website.

11. Contact Information

If you have any questions regarding this Refund & Return Policy, please contact us:

Company Name: Xiaobao Pets
Address:
Shop No. 56, 2/F,
Metro Sham Shui,
No. 226–242 Cheung Sha Wan Road,
Sham Shui Po, Hong Kong

Phone: +852 5982 4634
Website: https://xiaobaopets.com