RETURN & REFUND POLICY

We hope each Tvoirepnโ„ข product fits comfortably into everyday life with your pet. If something is not right with your order, the following policy explains how to request a return, how return costs are handled, and when to expect a refund.

30-Day Returns

Eligible products may be returned within 30 calendar days after delivery.

For a preference-based return, the product should be:

  • unused and in its original condition;

  • returned with its original packaging and included accessories or components; and

  • accompanied by the order number or other proof of purchase.

Products showing significant use, pet damage, missing components, or alterations after delivery may not qualify for a preference-based return.

Starting a Return

Before sending anything back, email service@tvoirepn.com with:

  • your order number;

  • the product you wish to return;

  • a short explanation of the reason for the return; and

  • photos or videos when they are relevant to the request.

Our customer service team will review the request and, when eligible, provide the appropriate return instructions and return warehouse address.

Please do not mail a return to the Tvoirepnโ„ข business registration address unless our customer service team specifically instructs you to do so. Returns sent independently to an unauthorized address may delay processing.

If Something Arrives Wrong

Please inspect your order after delivery.

If an item arrives damaged, defective, incorrect, or materially different from the product description, contact us with your order details and supporting photos or videos where appropriate.

Once the issue is confirmed, Tvoirepnโ„ข will provide an appropriate replacement, refund, or return solution at no additional cost to the customer.

Return Shipping Costs

For a return based on personal preference, such as changing your mind after receiving an otherwise correct and undamaged product, the customer is responsible for the return shipping cost.

If the return results from a confirmed damaged, defective, incorrect, or materially misdescribed item, Tvoirepnโ„ข will be responsible for the reasonable return arrangement or another appropriate solution. Customers will not be required to bear additional return costs resulting from a confirmed error on our part.

Original outbound shipping charges are generally not refundable for preference-based returns unless required by applicable law.

Items We Cannot Accept as Preference Returns

For hygiene and safety reasons, an item that has been used by a pet, contaminated, significantly damaged after delivery, or altered by the customer generally cannot be returned simply because of a change of mind.

Customized or personalized products, if offered and clearly identified as such before purchase, may also be excluded from preference-based returns.

These limitations do not remove any rights that may apply when an item arrives damaged, defective, incorrect, or otherwise fails to conform to the order.

Exchanges

If you would prefer another eligible product, contact us first.

Depending on the circumstances, the simplest option may be to return the original item according to the approved instructions and place a separate order for the desired replacement. For an incorrect or defective product, our team will determine the appropriate solution without requiring you to place another order solely to correct our error.

Refunds

After an authorized return reaches the designated return facility, it will be reviewed before the refund is approved.

Approved refunds are issued to the original payment method, generally within 5โ€“10 business days after the returned item has been received and inspected.

Your bank, card issuer, or payment provider may require additional time to display the funds after we have issued the refund.

If you have not received an approved refund after the applicable processing period, contact service@tvoirepn.com with your order number so we can review its status.

EU Consumer Orders

Where mandatory consumer laws in the European Union or another jurisdiction provide cancellation, withdrawal, return, refund, or other statutory rights beyond this policy, those applicable rights are not limited by this policy.

For eligible EU distance purchases, statutory withdrawal rights may include a 14-day withdrawal period, subject to applicable requirements and exceptions.

Need Help With a Return?

Contact:

Tvoirepnโ„ข Customer Support
Email: service@tvoirepn.com
Phone: +86 13055224069

Please include your order number so we can locate your purchase and provide the appropriate next steps.