RETURN & REFUND POLICY

We want Tvoirepn™ products to arrive as described and be suitable for the everyday pet routines they were designed for. If something is not right with your order, the following policy explains how to request a return or 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, undamaged, and in its original condition. Where applicable, original packaging, accessories, manuals, tags, and other included components should also be returned.

Please keep your order confirmation or other proof of purchase so we can locate the transaction.

Starting a Return

Before sending anything back, email us at service@tvoirepn.com.

Please include:

  • Your order number

  • The product you wish to return

  • A brief reason for the request

  • Photos or a short video when relevant to the issue

Our support team will review the request and, if the return is eligible, provide the applicable return warehouse address and return instructions.

Please do not send a return to our business registration address unless our customer support team specifically instructs you to do so. The appropriate return facility may differ depending on the product, order, and fulfillment location.

Packages sent without an approved return request or to an incorrect address may be delayed or may not be identifiable as your return.

Damaged, Defective or Incorrect Products

Please inspect your order after delivery.

If a product arrives damaged, defective, incorrect, or materially different from its product description, contact service@tvoirepn.com as soon as reasonably possible. Include your order number and clear photos or video where appropriate so we can review what happened.

Once the issue is confirmed, we will provide an appropriate solution, which may include a replacement, refund, or return arrangement at no additional cost to you.

Do not discard the product, packaging, or relevant shipping materials until our team has reviewed the request, as they may help us evaluate transit damage or another fulfillment issue.

Return Shipping Costs

For a return made because you changed your mind, ordered the wrong size or color, or no longer want an otherwise correctly supplied product, the customer is responsible for the return shipping cost unless we tell you otherwise.

For a confirmed damaged, defective, incorrect, or materially misdescribed product, Tvoirepn™ will arrange an appropriate solution without requiring the customer to bear the reasonable cost of correcting our fulfillment or product issue.

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

Products We Cannot Accept Back

For hygiene and safety reasons, a used pet product may not qualify for a preference-based return if it has been worn, chewed, soiled, washed, contaminated, materially altered, or otherwise used beyond what is reasonably necessary to inspect it.

We may also be unable to accept:

  • Personalized or custom-made products once production has begun

  • Gift cards

  • Products returned incomplete or materially damaged after delivery for reasons unrelated to a defect

These restrictions do not remove any remedy that may apply when an item was supplied damaged, defective, incorrect, or materially different from its description.

If you are unsure whether your product qualifies, contact us before shipping it.

Exchanges

We do not require customers to wait for a traditional one-for-one exchange process.

If you would prefer another color, style, or eligible product, contact us first. In many preference-based cases, the simplest option is to return the original eligible item under this policy and place a separate order for the preferred product.

If we supplied the wrong or defective product, please contact us before placing another order so we can determine the appropriate resolution.

Refunds

After an authorized return reaches the designated return facility, it will be reviewed to confirm its condition and eligibility.

If approved, the refund will be issued to the original payment method within 5–10 business days after the returned item has been received and inspected.

Your bank, card issuer, or payment provider may require additional time to post the refunded amount to your account after we issue it.

If you have not received an approved refund after the expected processing period, contact us at service@tvoirepn.com with your order number.

Where a refund is approved without requiring a physical return, our support team will explain the applicable process directly.

Cancellations

If you need to cancel an order, contact service@tvoirepn.com as soon as possible.

We will try to accommodate the request if fulfillment has not progressed too far. Once an order has entered processing, production, packing, or shipment, cancellation may no longer be possible and the applicable return process may need to be followed after delivery.

We do not charge an arbitrary cancellation fee simply for submitting a cancellation request.

Questions About a Return

If you need help determining whether your order is eligible, contact:

Tvoirepn™ Customer Support
service@tvoirepn.com
+86 13055224069

Tvoirepn™ is owned and operated by Shenzhen Qixin Shengshi Technology Co., Ltd.

Business Address:
Unit 303, Jinshengyuan Commercial
No. 38 Xili North Road
Xili Community, Xili Subdistrict
Nanshan District, Shenzhen

Important: This business address is provided for company identification and customer contact purposes. Do not send returns to this address unless our support team has specifically confirmed it as the return destination for your order.