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Returns and Refunds Policy

Returns and Refunds Policy | Sawasdee Pet Shop

Thank you for your support of Sawasdee Pet Shop! We are always committed to providing you with high-quality products and services. To protect your consumer rights, please carefully read the following returns and refunds policy before confirming your purchase.

1. Eligibility and Timeframe

If you receive a product that meets any of the following conditions, please contact our customer service within 7 days of receiving the items—we will process your request as soon as possible:

The product is damaged during transit.
The received product does not match the order details.
The product has non-human-induced quality defects.

To expedite the processing, please provide your order number and clear photos or videos of the product issue as evidence.

2. Non-Refundable and Non-Exchangeable Situations

For hygiene and safety reasons, the following products/situations are non-refundable and non-exchangeable once sold. We appreciate your understanding:

Pet food, health supplements, and medications (whether opened or unopened).
Opened and used personal hygiene products (e.g., pet clothing, food bowls, water bowls, pet beds, leashes, etc.).
Opened or used pet toys (without quality issues).
Loss, damage, or signs of artificial use on the product, its original packaging, or free gifts.
Exceeding the 7-day return/exchange application period.
Returns/exchanges requested due to customer personal reasons (e.g., dislike, wrong size selected, pet incompatibility, etc.) rather than product quality issues.

3. Return/Exchange Process

Contact Customer Service: Send an email to sawasdeepet@gmail.com or a WhatsApp message to +852 9847 9695, providing your order number, reason for return/exchange, and relevant evidence.
Review and Confirmation: Our customer service team will respond with the review result within 1-2 business days and guide you through the subsequent steps.
Return the Product: After your request is approved, please properly package the product as instructed. You may arrange shipment via SF Express at any SF Express station, and we will cover the relevant shipping costs*.

4. Refund Instructions

After confirming that the returned product is intact and in good condition, we will process the refund within 7 business days. The refund will be credited back via your original payment method.
Please note that the actual time for the refund to arrive in your account may be delayed due to the processing procedures of banks or payment platforms.

Thank you for your understanding and support! Sawasdee Pet Shop is committed to creating better days for you and your beloved pets together.