Return & Exchange Policy

1. The product has inherent quality problems (e.g., a defective zipper on a pet bed, expired pet food).
2. The product was damaged during transportation (e.g., a broken pet toy, leaking pet food bag).
3. The wrong product was delivered, or the received product does not match the order details (e.g., the wrong size of a pet collar, a different flavor of pet food).

Exclusions from 7-Day No-Reason Return

1. Personalized or custom-made pet supplies (e.g., engraved pet tags, custom-sized pet beds).
2. Used products (e.g., a worn pet harness, an opened bag of pet food or treats, a pet toy that has been chewed).
3. Products with damaged or missing accessories, parts, or original packaging (e.g., a lost pet bed cover, a missing toy squeaker).
4. Products with damaged or missing labels, tags, or instruction manuals that affect secondary sales (excluding damage caused by shipping).
5. Products that you confirmed as non-returnable at the time of purchase due to their special nature (e.g., certain pet health care products).
6. Other products that are not in their original condition and affect secondary sales.

How to Apply for a Return

1. Return/Exchange for Personal Reasons: Within 7 days of receipt, send an email to our after-sales service center (service@mail.questfroth.com) to initiate a return or exchange, provided the product is in its original condition and does not affect secondary sales. Our after-sales team will process your request within 1-3 working days. You are responsible for all return shipping costs.
2. Return/Exchange for Quality Reasons: Within 7 days of receipt, send an email to our after-sales service center (service@mail.questfroth.com) with photos or videos as proof of the quality issue or damage. Our after-sales team will process your request within 1-3 working days. We will bear all return shipping costs.
3. Refund Process: For returns, please contact the courier company directly within 7 days of receipt. After the courier company confirms the return of the goods to our warehouse, we will process your refund within 15 working days.