We want you and your furry friend to be happy with your YappyPet purchases! This refund policy outlines the situations where you can receive a refund and the information we need to process it quickly.
What can be refunded?
YappyPet will gladly accept returns and issue refunds (or resend products) for the following reasons:
- Orders Delayed or Not Received: If your order hasn’t arrived within a reasonable timeframe, we’ll issue a full refund.
Sometimes, the order had arrived at the nearest post office to the buyer and was pending because of insufficient address, an unclaimed package, no such number, etc. It will be much more convenient for clients to contact local post office or go to the post office for delivery.
Due to such conditions as national realities, phone numbers, packages will normally be delivered to self-pickup cabinets, which may lead to packages being long overdue. Therefore, it will be much more convenient for clients to contact the local post office or go to the post office for delivery.
Sometimes, local tracking numbers may show a sign for delivery, but the end customer claims that the package has not been received. In such cases, we will spare no effort to verify the real situation, which could be a long process (1-2 months), but there is no guarantee of a positive result.
Yappy Pet will not deal with the refund or resend if the tracking information shows the order was delivered.
a. If clients do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
b. Tracking information alert. The tracking information shows alert, and the reasons are listed below:
a) Incorrect/insufficient address.
b) No such number.
c) Unknown recipient.
d) Refused.
e) Do not pick up in time.
f) There is no safe delivery location.
g) Uncleared customs.
h) Others.
Notes:
a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3–7 days. Meanwhile, clients need to pick up the package themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, YappyPet takes no responsibility if products have been lost.
b. If the logistics company provides return service to China, YappyPet will put the products in your private inventory and will not refund them when we receive the returned items.
c. YaappyPet cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.
- Damaged Products: If your item arrives damaged, please send us a photo or video clearly showing the damage. We’ll then process a refund or replacement.
YappyPet offers a full refund or a replacement if packages arrive badly damaged.
YappyPet offers a partial refund or a replacement if packages arrive partially damaged (except thread, slightly wrinkled, small scratches, etc.).
Notes:
a. For fragile products, a refund is highly recommended.
b. For damaged packing boxes, Yappy Pet cannot offer any refunds or other after-sale services due to the long-distant international delivery.
c. For ordinary, electronic products, your clients shall complain or open a dispute with you within 30 days after packages are delivered.
d. For service products, YappyPet refunds you the cost of the product, which is the price in the Chinese market. If you have a YappyPet quality inspection service,. Otherwise, YappyPet will not take any responsibility for them.
- Incorrect or Missing Products: Did you receive the wrong item, or are some items missing? Send us a screenshot of your order confirmation, and we’ll rectify the mistake.
YappyPet has a strict quality control process before products are dispatched. YappyPet will deal with incorrect or missing products as follows:
a. For incorrect products, YappyPet offers a full refund or replacement.
b. For products with the wrong color, size, which doesn’t affect product function, etc., YappyPet offers a refund or resend if you provide a screenshot of your clients’ complaint, including name, content, and date.c. For parts missing that don’t affect product function, YappyPet may refund partially or resend the missing part; for parts missing that do affect product function, YappyPet will resend the product only.d. For accessories, YappyPet will resend the accessories.Notes:
For the size problem, YappyPet will appreciate it a lot if you can measure the product according to the correct measurement method and provide us with a photo of the measurement. Then, our dispute team will deal with your disputes quickly.
- Order Cancellation: You can cancel your order before it ships and receive a full refund.
What information do we need?
To expedite your refund, please include the following with your return request:
- Photos or Videos: For damaged items, clear photos or videos showcasing the damage are essential.
- Proof of Complaint: A screenshot of your initial complaint (email, PayPal dispute, etc.) showing your name, date, and the issue reported.
- Returned Items: In some cases, our Dispute Team may request the return of the product. We’ll cover the return shipping cost.
Please Note:
Our Dispute Team will assess each request on a case-by-case basis to determine the best course of action: refund, resend, or return.
We hope this refund policy provides clarity. If you have any questions, please don’t hesitate to contact us!