退貨及換貨政策

相信您和毛孩都會喜歡我們為您挑選的產品，如果您對產品不完全滿意或已改變主意，除個別有標註產品外，所有未開封、未使用及包裝完整產品訂單享有 14 天退換保障*。

退換條件：

退回的產品必須符合以下所有條件：

• 包裝未曾開啟或損毀

• 產品保持原狀、未被使用，完整配件（如有）

• 非食品或貼身用品，非個別有標註產品

• 附上購買憑證

退貨方式與費用：

退回產品方式如下：

• 親臨門市遞交退貨產品

• 或使用速遞寄回

⚠ 注意：請先行於 Whatsapp 或電郵確認退貨內容。有關退貨的交通及運費由顧客承擔。本公司門市與倉庫僅接收退貨，恕不提供即場退款或換貨。

退款將按以下方式處理：

我們會於收到退貨產品 14 個工作天內，將扣除已產生之運費、支付平台手續費、使用之優惠券金額後的總金額以原付款方式或轉賬退回（或可選擇以商店代幣方式於 7 個工作天內退回）。

收到錯誤或瑕疵產品

請於收貨當天拍下清晰照片，並於 3 天內把照片及情況電郵至 [email protected] 聯絡我們。

我們會於 3 個工作天內作出回覆，並視乎情況安排換貨或其他後續處理，有關的交通及運費由我們承擔。

預訂產品延遲

如預訂產品比原定到貨日期延遲超過 6 星期，顧客可選擇取消訂單並退款。我們會於收到退款要求 14 個工作天內，將扣除已產生之運費、支付平台手續費、使用之優惠券金額後的總金額以原付款方式或轉賬退回（或可選擇以商店代幣方式於 7 個工作天內退回）。

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如有任何爭議，本公司保留一切最終決定權。此退換貨政策亦屬於本公司銷售條款及細則的一部分。如中文版與英文版本有任何歧異，以中文版本為準。

最後更新：4 May 2025

We believe you & your furry family members will love the products we’ve carefully selected for you. If you are not fully satisfied or have changed your mind, we offer a 14-day return & exchange policy* for all unopened, unused, & originally packaged items, unless otherwise stated.

Return & Exchange Conditions

Returned products must meet all of the following conditions:

• packaging has not been opened or damaged

• product remains in its original condition & unused, all accessories (if applicable) are intact

• not a food item or personal item, & not marked as 'non-returnable'

• includes proof of purchase

Return Method & Fees

You may return items in the following ways:

• in person at our retail store

• by courier delivery

⚠ Please confirm with us via WhatsApp or email in advance.  All transportation & shipping costs related to the return must be borne by the customer.

Please note: Our stores & warehouse only accept returned goods. No in-store refund or exchange will be processed.

Refunds will be processed as follows:

After deducting original shipping fees, payment platform handling fees, & coupon value used， refunds will be issued to the original payment method or via bank transfer within 14 business days after we receive the returned product, or optionally as store credits within 7 business days.

Defective or Incorrect Products

Please take clear photos of the item on the day of receipt & email them along with a description of the issue to [email protected] within 3 days.

We will respond within 3 business days & arrange replacement or further action depending on the situation. All related transportation & shipping costs will be covered by us.

Delayed Pre-Orders

If a pre-ordered product is delayed by more than 6 weeks beyond the original expected arrival date, you may choose to cancel the order & request a refund.

Refunds will be processed within 14 business days (or within 7 business days as store credits), after deducting applicable shipping, payment fees, & coupon values.

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In case of any dispute, RUFF & FETCH reserves the right of final decision.

This return & exchange policy forms part of our general Sales Terms & Conditions. In the event of any discrepancies between the English & Chinese versions, the Chinese version shall prevail.

Last update: 4 May 2025.