Return & Refund Policy

Return & Refund Policy

Return and exchange is applicable to the following conditions:

Product Defect

  1. Delivered within 7 days;

  1. A certified product quality problem;

  1. The application must be a product of the same brand and same price as originally purchased;

  1. If the product is a discontinued item, Q-PETS online shop will offer the customer a refund of the purchased amount;

  1. Damage caused by personal accident are not applicable;

  1. Products listed as non-refundable or non-exchangeable are not applicable;

  1. Application without accompanying required supporting documents or information as stated below (“Supporting Documents”) is not accepted.

Supporting Documents for the Application:

  1. Photo or video of the defective item;

  1. Product with complete original packaging;

  1. All gifts came with the product purchased.

  1. Receipt of the purchase;

  1. Delivery invoice;

Application Procedures:

  1. Describe the damage that has occurred by sending an email to pidcs@jebsen.com

  1. For others purchased at Q-PETS offline stores, please visit our Q-PETS offline store for return and exchange.

Store Pick-up Order Terms and Conditions


1. Once your store pick-up order arrives at the designated stores, an SMS message containing the order number will be sent to your registered phone number for you to collect your order.


2. If the order remains uncollected after 7 days of notification, our Customer Service Officer will contact you via WhatsApp or email as a reminder.



3. If your order remains uncollected within 7 days of the initial contact, the order will be returned to our warehouse. And you will receive a refund minus a handling fee of $50 or 8% of the order amount, whichever is higher.



4. The refund will be processed to your original payment method within 7-14 business days after the return.

Remarks:

  1. This Application applies to Q-PETS online shop.

  1. Customer may contact our Customer Service by WhatsApp at (6606 0018) during service hours (Monday to Saturday, 9:30am to 6:00pm).

  1. Customer may cancel online orders by sending an email to pidcs@jebsen.com or contacting our Customer Service by WhatsApp at (6606 0018) before delivery confirmation by call or email.

  1. Q-PETS will charge a handling fee of 8% of the grand total of the order or HK$50, whichever is higher.

  1. In case of dispute, Q-PETS reserves the right for final decision.