EXCHANGES & RETURNS
EXCHANGES & RETURNS
Exchanges & Returns Policy
At WHOLESALE PEP ADVERTISING TRADING HONG KONG LIMITED, your satisfaction is our priority. We provide reliable after-sales support for all pet supplies sold through our official online store.
Our Quality Warranty
We provide a limited product warranty against manufacturing defects for all pet collars, chains, and accessories. If your item fails due to manufacturing defects within the warranty period, we will replace it in accordance with the policy.
This warranty covers:
- Defects in materials or workmanship
- Clasp malfunction due to manufacturing defect
- Link breakage due to manufacturing defect
- Finish defects on colored products
Note: This warranty does NOT cover normal wear and tear, damage from misuse, chewing, accidents, improper cleaning, or unauthorized modification.
Return Policy
30-Day Return Window
We accept returns within 30 days of the order delivery date for items that meet all of the following conditions:
- Unused and in original, brand-new condition
- In original packaging with all tags intact
- Free from pet hair, odors, dirt, or signs of wear
- Accompanied by valid proof of purchase (order number)
Non-Returnable Items
For hygiene, safety, and operational reasons, the following items cannot be returned or refunded:
- Used or worn collars, harnesses, or pet accessories
- Custom or personalized products
- Items damaged by the customer (misuse, chewing, accident)
- Sale, clearance, or promotional final-sale items (unless defective)
Refund Process
Once we receive and inspect your returned item:
- Approved returns will be refunded to your original payment method within 5–10 business days
- You will receive a confirmation email when your refund is processed
- Original shipping costs are non-refundable
- Return shipping costs are the customer’s responsibility unless the item is defective or incorrect
Exchange Policy
Size Exchanges
If you ordered the wrong size (collar length, chain width, etc.), you may request an exchange within 30 days of delivery for unused items in original condition.
Color Exchanges
You may exchange for a different color within 30 days of delivery if the item is unused, undamaged, and in original packaging.
Exchange Shipping
- Size/color exchanges: Customer pays return shipping; we cover shipping for the replacement item
- Defective/incorrect items: We cover all shipping costs and provide a prepaid return label where applicable
How to Initiate a Return or Exchange
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Contact UsEmail our support team at: info@wholesalepepadvertising.com with your order number and reason for return/exchange
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Receive AuthorizationWe will provide return authorization and detailed return instructions
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Package Your ItemPack securely in original packaging
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Ship It BackSend to the address provided; keep your tracking number
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Confirmation & ProcessingWe will email you upon receipt; returns/exchanges are processed within 3–5 business days
Warranty Claims
To make a warranty claim for manufacturing defects:
- Contact customer support at info@wholesalepepadvertising.com
- Provide your order number and clear photos/videos of the defect
- Describe when and how the issue occurred
- We will review your claim within 24–48 hours
- Approved claims will receive a free replacement
Important: Keep your order confirmation as proof of purchase.
Damaged / Defective / Wrong Items
- Contact us within 7 days of delivery
- Provide photos of the package, damage, or defect
- We will send a replacement immediately at no cost
- We will cover all shipping costs and provide a prepaid return label
International Returns
International customers are responsible for return shipping costs, customs duties, taxes, and related fees. Refunds will be issued in the original transaction currency. Please contact us before returning any international order.
Contact Us
Customer Support Email: info@wholesalepepadvertising.com
Company Name: WHOLESALE PEP ADVERTISING TRADING HONG KONG LIMITED