Refund policy
Refund & Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@chisupet.com. Please note that returns will need to be sent to the following address: Room 710, No. 1539, Tiantong North Road, Yinzhou District, Ningbo City, Zhejiang Province, China.
To improve return processing efficiency, certain returns may be handled through our fulfillment and logistics partners in mainland China.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@chisupet.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, such as custom products (special orders or personalized items) and pet hygiene-related goods (including worn apparel with fur or used essentials). We also do not accept returns for sale items or gift cards. Please contact us if you have questions or concerns about your specific item.
Exchanges
You may return an undamaged product within 30 days of purchase, provided it is unused, free of pet hair/odors, and in its original condition with all packaging intact.
Customers are responsible for all return shipping costs.
For eligible non-defective returns, a 10% processing and restocking fee may apply.
Returns and exchanges are at the customer's cost and risk. We recommend using a trackable shipping service.
Refunds
We will notify you once we’ve received and inspected your return to confirm if the refund is approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days.
Please note that it may take additional time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since your return was approved and you haven't received it, please contact us at support@chisupet.com.