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

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


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

  1. Customer may contact our Customer Service hotline at 2926 2300 during service hours (Monday to Saturday, 9:00am to 6:00pm).

  1. Customer may cancel online orders by sending an email to or contacting our Customer Service hotline before delivery confirmation by call or email.

  1. Q-PETS will charge a handling fee of 4% of the grand total of the order or HK$300, whichever is higher.

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