Refund policy

Return & Refund Policy

30-Day 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 all original tags and packaging intact. You’ll also need to provide a receipt or proof of purchase.

Starting a Return

To start a return, you can contact us at info@petmedtools.com. Please note that returns will need to be sent to the following address:

Return Address 

  • English: Room 1407, Building 9, National 863 Software Park, Fengyang Street, High-Tech Zone, Zhengzhou City, Henan Province, China, 450001
  • 中文: 中国河南省郑州市高新区枫杨街道国家863软件园9号楼1407，邮编：450001

If your return is accepted, we’ll send you a return shipping label along with detailed 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 questions at info@petmedtools.com.

Damages and Issues

Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us immediately so that we can evaluate the issue and make it right. Our dedicated team provides professional maintenance support for our products to ensure your satisfaction.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including but not limited to:

  • Perishable goods (e.g., food, flowers, or plants)
  • Custom products (e.g., special orders or personalized items)
  • Personal care goods (e.g., beauty products)
  • Hazardous materials, flammable liquids, or gases
  • Sale items or gift cards

Please get in touch if you have questions or concerns about whether your specific item qualifies for a return.

Exchanges

The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.

European Union 14-Day Cooling-Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. As stated above, 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.

Refunds

We will notify you once we’ve received and inspected your return and let you know whether the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days.

Please remember 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 we approved your return, please contact us at info@petmedtools.com.

Contact Information 

For any questions or concerns regarding returns, exchanges, or product support, please reach out to us using the contact information below:

  • Trade Name: Petmedtools
  • Phone Number: +86 135 2681 6415
  • WhatsApp: +86 135 2681 6415
  • Email: info@petmedtools.com
  • Physical Address:
    • English: Room 1407, Building 9, National 863 Software Park, Fengyang Street, High-Tech Zone, Zhengzhou City, Henan Province, China, 450001
    • 中文: 中国河南省郑州市高新区枫杨街道国家863软件园9号楼1407，邮编：450001

Additional Notes

  • No Returns for Used Products: Due to the nature of pet medical devices and consumables, we are unable to accept returns for used or damaged items unless they are defective.
  • Shipping Costs: Customers are responsible for covering the cost of return shipping unless the return is due to a defect or error on our part.

  • 15% Restocking Fee: To cover administrative and processing costs, a 15% restocking fee will be applied to all returned items. This fee will be deducted from your refund amount.

    • Example: If you return an item worth 100 USD, the refund amount will be 85 USD after deducting the 15% restocking fee.

We strive to provide exceptional customer service and ensure that your experience with Petmedtools is seamless and satisfactory.