Refund & Return Policy

Last updated: August 13, 2026

This policy applies to purchases made directly through didipets.store. We want to resolve genuine order problems fairly while keeping our return process clear and sustainable.

1. Change-of-Mind Returns

You may request a return within 14 days after delivery if you change your mind.

To qualify, the item must be unused, unwashed, free from pet hair, bite marks, odors, stains, or other signs of use, and returned in its original condition and packaging with all accessories, manuals, tags, and promotional items included. Proof of purchase is required.

For change-of-mind returns, the customer is responsible for return shipping costs and for arranging a trackable return shipment. Original shipping charges, if any, are non-refundable. We do not charge a restocking fee for an eligible return.

Please contact us before sending anything back. Returns sent without approval, sent to the address on the original parcel, or sent to an unauthorized address may not be accepted or refunded.

2. Damaged, Incorrect, or Incomplete Orders

Please inspect your order promptly after delivery. If an item arrives damaged, incorrect, or missing parts, contact us within 14 days after delivery.

Please provide:

• Your order number;
• A clear photo of the shipping label and external packaging;
• Clear photos of the item and all contents received; and
• A short video showing the problem when a photo alone cannot demonstrate it.

After reviewing the evidence, we will provide an appropriate solution, which may include replacement parts, a replacement product, a partial refund for a minor issue accepted by you, or a full refund for a materially damaged, incorrect, or unusable item.

Please do not discard or return the item unless we instruct you to do so. Many verified damaged, incorrect, or incomplete orders can be resolved without a return. If we require a return for a confirmed quality or fulfillment issue, we will provide instructions and cover reasonable authorized return shipping costs.

3. Product Defects

A product defect that was not reasonably visible at delivery may be reported within 30 days after delivery. Normal wear and tear, damage caused by misuse, improper charging, unauthorized modification, failure to follow product instructions, or unsupervised pet damage is not considered a product defect.

Keep the product, packaging, and all parts while we review your claim. We may request photos, a troubleshooting video, or reasonable testing information before approving a remedy.

4. Return Authorization and Address

To start a return or claim, email didipets.store@gmail.com with your order number and reason for the request.

We aim to respond to return and claim requests within 2 business days. A request submitted within the applicable period remains timely even if our response is provided later.

If your return is approved, we will send the correct return address and instructions by email. Do not return a product to the sender address shown on the parcel. Return locations vary, and an unauthorized return may be lost or refused.

Approved change-of-mind returns must be shipped within 14 days after receiving return instructions. We recommend using a trackable service and retaining the shipping receipt. The customer remains responsible for the parcel until it reaches the approved return location.

5. Non-Returnable Items

The following items are not eligible for change-of-mind returns:

• Items that have been used, washed, assembled, damaged, contaminated, or altered;
• Items with pet hair, bite marks, odors, stains, or hygiene concerns;
• Items missing original packaging, accessories, manuals, tags, or included parts;
• Personalized or custom-made products;
• Gift cards;
• Clearance or final-sale items clearly marked as non-returnable before purchase; and
• Items returned without prior authorization.

This section does not exclude an otherwise valid claim for an item that arrived damaged, incorrect, incomplete, or defective.

6. Order Changes and Cancellations

You may request a cancellation or address change within 15 minutes after placing your order. We will make reasonable efforts to help, but cancellation or modification is not guaranteed once processing has begun.

After an order has entered processing or shipment, it cannot normally be cancelled or modified. Please check your items and delivery address carefully before submitting your order.

7. Delayed, Lost, or Delivered-but-Not-Received Orders

Delivery dates are estimates and may be affected by carriers, customs, weather, public holidays, or events outside our control. If tracking has not updated for 7 business days or the order is outside the estimated delivery window, contact us and we will investigate with the carrier.

We aim to provide an investigation update within 5 business days. A shipment is considered lost when confirmed by the carrier or when our investigation reasonably determines that delivery is no longer expected. If a shipment is confirmed lost, we will offer a replacement or a full refund. If tracking shows delivered but you cannot locate the parcel, please first check the delivery address, household members, neighbors, safe locations, and the local carrier or post office. Contact us within 7 days of the recorded delivery date so we can assist with an investigation. We may request written confirmation or a non-delivery document from the carrier.

Orders delayed, returned, or lost because of an incorrect or incomplete address supplied by the customer, refusal of delivery, failure to collect the parcel, or failure to complete required customs procedures may not qualify for a refund. Where possible, we will help arrange redelivery, and additional shipping charges may apply.

8. Exchanges

We do not offer direct change-of-mind exchanges. Once an approved return is completed, you may place a new order for the preferred item. For an incorrect, damaged, incomplete, or defective item, we may provide a replacement as part of the claim resolution.

9. Refund Processing

For an approved physical return, we will inspect the item after it reaches the authorized return location. For an approved no-return claim, we will notify you after completing our evidence review.

Refunds are limited to the amount actually paid for the affected item after discounts. Original shipping charges, if any, are refundable only when required by applicable law or when the entire order is refunded because of our error.

If a payment dispute or chargeback has been opened, any refund will be handled through that payment provider’s dispute process to prevent duplicate reimbursement.

Approved refunds are issued to the original payment method within 10 business days. Your bank or payment provider may require additional time to post the funds. If more than 15 business days have passed since we confirmed your refund, please contact didipets.store@gmail.com.

10. Contact

For all return, refund, replacement, cancellation, and delivery questions, contact:

Didi Pets
didipets.store@gmail.com

Nothing in this policy limits any mandatory consumer rights that apply under applicable law.