Return & Refund Policy

# Return & Refund Policy | Hearty Pet Supplies
Our return policy lasts 30 calendar days starting from the day customers receive their package. If 30 days have passed after delivery, we cannot approve return or refund requests.

### Eligible Return Conditions
Items must meet all below requirements to qualify for return:
1. Unused, unopened and in original factory packaging without damage, dirt or pet bite marks
2. Complete with original product tags, accessories and purchase order proof
3. Non-perishable pet supplies (toys, beds, grooming tools, pet clothes) are eligible for return

### Non-Returnable Items (Important for Pet Food & Snack)
Perishable pet food, freeze-dried snacks, wet food, oral hygiene edible treats, clearance final-sale products are NON-REFUNDABLE & NON-RETURNABLE due to pet food hygiene regulations.

### How to Start a Return
1. Submit return application by email: chenliuzhen01@gmail.com with your order number and return reason
2. We will review your request within 2 working days and send detailed return address & instructions via email if approved
3. Customers bear all outbound return shipping fees unless items arrive damaged, defective or wrong items shipped by our mistake.

### Refund Processing
After we receive and inspect returned items, full refund will be issued to your original payment account within 3–7 business working days. Bank refund arrival time depends on your card issuer’s processing schedule.

### Damaged/Defective Goods
If products arrive broken, damaged or defective upon receipt, please take clear photos and email us within 48 hours after package delivery; we arrange free replacement or full refund without extra cost.