This Return & Refund Policy applies to all pet supply orders placed with WHOLESALE PEP ADVERTISING TRADING HONG KONG LIMITED.

 

Our standard return and refund eligibility window is 30 calendar days from the date of order delivery. Due to the personalized and customized nature of certain pet products (including engraved ID tags, personalized collars, custom-sized products and exclusive designed items), these fully produced customized orders are non-returnable and non-refundable, unless there is a verified manufacturing defect, shipping error, or major quality issue confirmed by our team. To be eligible for return or exchange for eligible non-customized regular inventory items: goods must be unused, unmodified, undamaged, and in original factory packaging.

 

 

All customized pet products (engraved, printed, personalized, custom-sized) Orders that have already been manufactured or processed Custom engraving, custom design, and sampling service fees Clearance, final sale and promotional discounted items Goods damaged due to misuse, chewing, improper use, or incorrect size selection by the customer

 

 

All return and refund requests must be accompanied by the original order number, order confirmation and valid purchase proof.

 

Please do not return goods without prior authorization.

 

 

Partial refund may only be approved in the following cases: Goods showing signs of use, damage or incomplete parts caused by reasons other than our manufacturing fault Minor quality discrepancy confirmed and accepted by both parties Items returned after the 30-day eligibility window with special prior approval

 

 

Once your returned item is received, inspected and fully verified by our quality team, we will send you an official email notification regarding the approval or rejection of your refund request.

 

If your refund is approved, the refund will be processed and issued to your original payment method within 7–14 business days.

 

 

If you have not received your refund after approval: First re-check your bank account or payment wallet Contact your credit card payment provider, as processing and posting delays are common Contact your bank for additional processing follow-up If you have completed all above steps and still not received your refund, please contact our support team at info@wholesalepepadvertising.com.

 

 

Only regular-priced non-customized inventory items qualify for refunds. All customized orders, sale items and promotional products are final and non-refundable.

 

 

We only offer product exchange for items proven to have manufacturing defects, wrong items shipped, or confirmed quality issues on our part.

 

If you require an exchange for the identical correct item, please email us at info@wholesalepepadvertising.com first to receive return authorization, then ship the item to our designated return address: Flat A 15/F, Goldfield Industrial Building, 144-150 Tai Lin Pai Road, Kwai Chung, Hong Kong.

 

 

All eligible returned products must be shipped to our designated return address provided by our support team.

 

International return delivery lead time will vary based on your location.

 

You are responsible for all return shipping costs. Original shipping fees are non-refundable.

 

If a full refund is issued, return shipping costs may be deducted from your final refund amount.

 

We highly recommend using trackable insured shipping service for all returns, as we do not guarantee receipt of untracked returned parcels.

 

 

For all enquiries regarding returns, refunds, order corrections and quality claims, please contact our customer support team at info@wholesalepepadvertising.com.