At dfiobn, we implement strict quality control for all pet supplies. If issues arise post-delivery, contact our customer service team at [email protected] promptly for assistance.

RETURN PERIOD

Items may be returned or exchanged within 30 days of receipt. This applies to all pet products, including beds, toys, grooming tools, nutritional items, and apparel.

RETURN SHIPPING OPTIONS

• Post Office Collection: Arrange package pickup via your local post office.
• Drop-off at Post Office: Deliver the package to your nearest post office.

SHIPPING COST RESPONSIBILITY

• Our Fault (e.g., defective/damaged items, incorrect delivery): We cover return shipping costs.
• Your Reason (e.g., size mismatch, pet preference changes): You bear shipping fees, which vary by carrier.

RETURN REQUIREMENTS

• Non-Quality Issues: Items must be unused, undamaged, and retain original tags/packaging. For hygiene reasons, used pet bedding, grooming tools, or chewed toys may be denied.
• Pre-Approval Required: Obtain customer service approval before returning items.
• Quality/Incorrect Delivery Issues: Provide photos/videos of defects/errors to receive return instructions.

ELIGIBLE CIRCUMSTANCES FOR RETURN/REFUND

• Items damaged/defective due to production/transportation errors.
• Items differing from descriptions (e.g., size, material, color).
• Undelivered/lost parcels.
• Delays exceeding agreed timelines (e.g., 16+ business days for delivery).

RETURN PROCESS

1. Contact Customer Service: Share order number, SKU/product name, and return reason.
2. Response: Our team replies within 24 hours on business days with detailed instructions.
3. Ship Items: Return to the provided address with tracking number and receipt.
4. Refund/Exchange: We process refunds/exchanges immediately upon receipt and inspection of returned items.

CRITICAL NOTICES

• Return Address: Use only the address provided by customer service; package sender addresses are invalid.
• Non-Our Items: Exclude non-dfiobn items from returns—we won’t process them.
• Lost/Stolen Packages: We aren’t liable for transit losses; retain tracking proof.
• Refund Timing: Refunds may take up to 7 business days to reflect, depending on payment providers.

SPECIAL CASES

• Defective/Damaged Items: We issue prepaid return labels for carrier-caused issues.
• Customer Remorse: You arrange return labels for size/style changes or pet preferences.
• Used/Stained Items: Returns with visible use (pet hair, stains, odors) may be denied.

CONTACT US

Address: RM.517 NEW CITY CENTRE, 2 LEI YUE MUN ROAD, KWUN TONG HONG KONG
Telephone: +852 71650818
Email: [email protected]
Working Hours: Monday–Friday, 08:00–17:00 (UTC +8)
We respond within 24 hours on business days.