Return and Refund Policy

Return and Refund Policy 

  

Returns and exchanges are subject to the following conditions: 

  

Quality issues 

  1. Application within 7 days of delivery  
  2. The product was determined to have a manufacturing quality issue.  
  3. Only products of the same brand and price can be returned or exchanged.  
  4. If a product has been discontinued or taken out of production, the Q-PETS online store will provide a refund for the relevant product.  
  5. Products damaged due to improper use or human error will not be accepted for return or exchange.  
  6. If the product is listed as non-refundable and non-exchangeable, then return and exchange requests will not be accepted.  
  7. Return or exchange requests lacking required supporting documents will not be accepted ( please refer to "Required Documents" below ) .  

  


Application supporting documents: 

  1. Photos and videos of product quality issues  
  2. The product packaging was intact.  
  3. All free gifts included with the product  
  4. Order Receipt  
  5. Delivery invoice  

  


Application procedure: 

  1. Send an email requesting an exchange and detailing the product quality issue to pidcs@jebsen.com  
  2. For products purchased at Q-PETS stores, please visit a Q -PETS store in person for returns or exchanges.


In-store self-pickup order terms and conditions

  1. Once your order arrives at the designated pickup location, an SMS message containing your order number will be sent to your registered phone number to notify you to pick it up.
  2. If you are unable to collect your package within 7 days of receiving the notification, our customer service manager will remind you again via WhatsApp or email.
  3. If you do not pick up your order within 7 days after being contacted by customer service, we will return the order to our warehouse and process a refund for you (a handling fee of HK$50 or 8% of the order amount will be deducted, whichever is higher).
  4. The refund amount will be returned to your original payment account within 7 to 14 business days after the order is returned.



Remark: 

  1. The above return and refund policy applies to orders placed through the Q-PETS online store. 
  2. Customers can contact the Customer Service Manager via WhatsApp (phone: (852) 6606 0018) during office hours ( Monday to Saturday 9:30 am to 6 pm , Sunday and public holidays : closed ). 
  3. Customers can request to cancel their orders via WhatsApp (phone: 6606 0018) or by emailing pidcs@jebsen.com before receiving a delivery email / phone notification. 
  4. The cancellation fee is 8 % of the total order amount or HK $50 , whichever is higher. 
  5. In case of any dispute, Q-PETS reserves the right of final decision.