We truly appreciate every pet parent who chooses our products. Our goal is to provide safe, reliable, and caring service for you and your pets. This policy ensures the safety of food-grade supplements and the smooth handling of cross-border shipping and after-sales processes. Thank you for your trust and understanding.
1. Return Policy
1.1 Return Window (30-Day Guarantee)
You may request a return within 30 days from the date the shipment is marked as “Delivered.”
Requests made after 30 days cannot be accepted.
1.2 Eligibility for Returns
To ensure product safety and hygiene, all returned items must meet all of the following conditions:
- Unused and unopened
- Original packaging intact, clean, and undamaged
- No signs of moisture, contamination, odor, or liquid exposure
- Not exposed to extreme temperature or humidity
- In resellable condition
- Identical to the condition received
1.3 Non-Returnable Conditions
We cannot accept returns or refunds in the following situations:
- Item has been opened or partially used
- Packaging is damaged, stained, torn, or contaminated
- Change of mind or personal preference
- Damage caused by improper storage (moisture, clumping, spoilage)
- Damage resulting from external conditions during transit (not caused by us)
- Item no longer meets hygiene or resale standards
1.4 No Exchanges for Food-Grade Products
For safety and hygiene reasons, we do not offer exchanges.
To receive a different item, please place a new order.
1.5 Please Contact Customer Service Before Returning
You must contact our customer service team before sending any return.
We will confirm your eligibility, provide the nearest return warehouse, and offer packaging and shipping guidance.
Unauthorized returns may not be accepted or processed.
1.6 One Return per Product per Customer/Household
Each customer or household may return the same product only once.
If the product is used after expressing dissatisfaction, further return requests cannot be accepted.
1.7 About TCMVET Baituxiao Capsules (Natural Variations – Not Eligible for Returns)
TCMVET Baituxiao Capsules contain natural herbal ingredients such as Rehmannia root. Contents may naturally appear as:
- Sticky powder
- Hardened strips or chunks
- Texture changes due to temperature or humidity
- Natural clumping or adhesion
- Non-uniform texture after opening
These are expected natural characteristics, not defects, and do not affect product efficacy.
Returns or refunds cannot be accepted due to these variations.
1.8 No Refunds for Customer-Caused Shipping Issues
We cannot offer refunds or replacements if issues arise due to customer-provided information, including:
- Incorrect or incomplete address
- Refusal to accept the package or no one available to sign
- Failure to pick up the package
- Failure to pay customs duties or handling fees
- Customs clearance issues caused by customer information
- Delivery problems caused by customer-requested changes
- Packages returned or destroyed due to incorrect address
1.9 No Address Changes After Shipment
Once an order has been shipped or a tracking number has been issued, we cannot change the shipping address.
Any losses due to incorrect addresses must be borne by the customer.
2. Refund Policy
2.1 Orders Cannot Be Cancelled After Submission
Orders begin processing immediately after purchase.
Cancellation is not guaranteed and is not possible after shipment.
2.2 No Refunds for Opened Items
Food-grade supplement products cannot be refunded once opened, used, or if the seal is broken.
2.3 Refund Processing Time
Refunds are processed within 3–7 business days after the returned item passes inspection and are issued to the original payment method.
2.4 Non-Refundable Costs
Non-refundable costs include:
- Original shipping costs
- Return shipping costs
- Customs duties and clearance fees
- International shipping costs
- Payment processing fees
- Order fulfillment costs
3. Delayed or Missing Refunds
If your refund has not appeared, please check:
- Your bank account
- Your credit card company
- Your bank’s processing time
If you still cannot locate your refund, please contact us.
4. Return Address & Shipping
4.1 Different Regions Use Different Warehouses (Please Contact Us First)
Different regions may use different warehouses. Please contact customer service before sending any return.
Current warehouse:
Hong Kong Return Address:
ROOM A1, 11/F WINNER BUILDING
36 MAN YUE STREET
HUNG HOM, KOWLOON
HONG KONG
Please note: Unauthorized returns may not be accepted or processed. Always contact us first.
4.2 Transit Time
Transit time varies based on shipping method and location.
5. Agreement to Terms
By placing an order and completing payment, you acknowledge that you have read, understood, and agreed to this Return & Refund Policy.
Thank you for trusting us. We remain committed to providing safe, high-quality, and caring products for you and your pets.