Return policy-1
Last Revised
February 4, 2026
I. Policy Introduction
At electroshop (hereinafter referred to as "we", "us", "our"), we are committed to providing high-quality pet products and satisfactory shopping experience for every customer. This Return Policy (hereinafter referred to as the "Policy") specifies the terms and conditions for returns, exchanges and refunds of products purchased through electroshop's official independent website (hereinafter referred to as the "Website"). By purchasing products on the Website, you acknowledge that you have read, understood and agreed to be bound by this Policy, as well as the relevant provisions in the Terms of Service.
II. Eligible Return & Exchange Conditions
2.1 Quality-Related Returns & Exchanges
If the product you received has quality defects (including but not limited to manufacturing defects, material problems, functional failures, etc., excluding human damage and damage caused by improper use), you are entitled to apply for free return or exchange within 7 calendar days from the date of signature for receipt. We will bear the round-trip freight for quality-related returns and exchanges, and provide you with a full refund or replacement of the same product (subject to stock availability).
2.2 Non-Quality-Related Returns & Exchanges
For returns or exchanges due to personal reasons (including but not limited to personal preference, wrong purchase, inappropriate size, etc.), the following conditions must be met simultaneously:
- The application is submitted within 7 calendar days from the date of signature for receipt;
- The product is unopened, unused, and keeps its original packaging, tags and accessories intact (without damage, stains, loss, etc.) and does not affect secondary sales;
- It does not belong to special categories such as customized products and close-fitting pet supplies (see Article 2.3 for special category description);
- Provide complete purchase credentials of the product (order number, payment record, etc.).
For returns and exchanges due to non-quality reasons, the round-trip freight shall be borne by you, and the refund amount will be returned to your original payment account after deducting the freight.
2.3 Special Categories Not Eligible for Return & Exchange
To protect pet health and the particularity of products, the following categories are not eligible for return or exchange without quality problems:
- Customized pet products (such as engraved collars, customized pet beds, products with exclusive sizes, etc.);
- Close-fitting pet supplies (such as pet bandanas, pet clothes, pet leashes, pet bed mats and other products that directly contact the pet's body);
- Products that are perishable or affect use after opening (such as pet snacks, pet grooming products, pet health products, etc.);
- Products damaged due to non-product quality issues such as human damage, improper use, improper transportation, etc.
III. Return & Exchange Process
3.1 Submit Application
Within the time limit for eligible returns and exchanges, you need to submit an application through the following methods: ① Send an email to the customer service email kevinwong159@outlook.com, with the email subject marked as "Return/Exchange + Order Number", and the email body including name, contact information, product problem description, relevant credentials (product problem photos/videos, order screenshots, etc.); ② Contact customer service through the "Online Consultation" entrance at the bottom right corner of the Website to submit the application.
3.2 Review & Confirmation
We will complete the review within 3 working days after receiving your application and feedback the review result to you via email or online customer service. If the review is passed, we will inform you of the return address, return precautions and follow-up arrangements for return/exchange; if the review fails, we will explain the specific reasons.
3.3 Return the Product
You need to send the eligible product back to the informed return address within 5 calendar days after the review is passed, package it properly (to avoid secondary damage during transportation), and keep the express waybill number. Failure to send it back within the time limit will be deemed as automatically giving up the current return/exchange application.
3.4 Inspection & Processing
After we receive the product you returned, we will complete the inspection within 3 working days. If the inspection is passed, we will handle the refund or exchange according to your application: ① For return, the refund amount will be returned to your original payment account within 3-7 working days after the inspection is passed; ② For exchange, we will arrange the shipment for you within 3-7 working days after the inspection is passed (subject to stock availability). If the inspection fails (such as the product does not meet the return/exchange conditions, has secondary damage, etc.), we will refuse to handle the return/exchange and send the product back to you by the original way, and the return freight shall be borne by you.
IV. Refund Instructions
1. Refund method: All refunds will be returned according to your original payment method. The refund arrival time is subject to the arrival rules of the bank or payment platform to which the payment account belongs, and we shall not be liable for delays in refunds; 2. Refund amount: Full refund for returns due to quality problems (including order amount and freight); Refund amount for returns due to non-quality problems = Order amount - Round-trip freight - Product loss fee that does not affect secondary sales (if any); 3. If you used coupons, discount codes, etc. for your order, the refund will be returned according to the actual payment amount, and the coupons and discount codes will not be reissued.
V. Other Terms
1. This Policy only applies to products purchased through this Website. Products purchased through other channels (such as third-party platforms, offline stores, etc.) must follow the return policy of the corresponding channel; 2. We have the right to revise this Policy at any time in accordance with laws and regulations updates, product category adjustments and other circumstances. The revised Policy will be published in a prominent position on this Website and will take effect immediately upon publication. Your continued shopping on this Website shall be deemed as acceptance of the revised Policy; 3. If you have any questions about returns and exchanges, you can contact us through the customer service email or online customer service, and we will answer you in a timely manner.
Contact Information
Customer Service Email: kevinwong159@outlook.com; Online Customer Service: "Online Consultation" entrance at the bottom right corner of this Website