Refund policy

Effective Date: June 2026

 

Thank you for shopping with Pet Goods Nest. We are committed to offering practical pet supplies for everyday care, comfort, cleaning, feeding, and home use, including Dog Supplies, Litter Boxes, and Cat Supplies.

If you experience any issue with your order, please contact our customer support team at support@petgoodsnest.com. To help us review your request efficiently, please include your order number, the email address used at checkout, and a clear description of the issue.

Please read the return and resolution terms below carefully.

1. Final Sale Policy

All completed purchases from Pet Goods Nest are generally considered final sale. We do not provide standard returns, size or preference-based exchanges, or refunds for items that are no longer wanted after purchase.

Exceptions may apply only when an item arrives with a confirmed manufacturing defect, is damaged during shipping, or when our fulfillment team sends the wrong product.

2. Damaged, Defective, or Incorrect Items

We take product quality and order accuracy seriously. If your order arrives damaged, defective, incomplete, or different from what you purchased, you must contact us within seven (7) days of the confirmed delivery date.

To submit a claim, please email support@petgoodsnest.com with the following information:

Your order number and the email address used for the purchase.
A detailed explanation of the issue.
Clear photos or a short video showing the damaged item, defect, wrong product, packaging condition, or any other relevant details.

After receiving your request, our support team will review the submitted information. Approved resolutions may include a replacement, partial refund, full refund, or another appropriate solution based on the specific circumstances of the claim.

3. Refund Processing

If a refund is approved, it will be issued to the original payment method used for the order. Once processed by our team, please allow approximately 7 to 12 business days for the funds to appear in your account.

Actual posting times may vary depending on your bank, card issuer, or payment provider. Pet Goods Nest is not responsible for delays caused by financial institutions.

4. Replacement Policy

We do not offer regular product exchanges. Replacements are only available for orders that are confirmed by our support team to be defective, damaged in transit, or incorrectly fulfilled.

A replacement will only be arranged after your claim has been reviewed and approved. Availability of replacement items may depend on current inventory.

5. Unauthorized Returns

Please do not send any product back to our business address, warehouse, fulfillment center, or any other location without written approval from Pet Goods Nest.

All return or replacement requests must be submitted to our support team first. If a return is approved, we will provide the appropriate instructions.

Items sent back without prior written authorization may be refused, discarded, or considered ineligible for refund, replacement, store credit, or any other form of compensation.

6. Items Not Eligible for Return

Unless required by applicable law, the following situations are generally not eligible for return, refund, or replacement:

Products damaged due to misuse, improper handling, or normal wear and tear.
Orders with delivery issues caused by an incorrect or incomplete shipping address provided by the customer.
Items reported more than seven (7) days after confirmed delivery.
Products returned without written authorization.
Customer preference changes after delivery, including color, style, or size preference, unless the wrong item was sent.

7. Order Issues and Customer Support

If you believe your order has a problem, contacting us directly is the fastest way to receive assistance. Our team will review your request and provide the next steps based on the information and evidence submitted.

Customer Care & Business Information

For questions about this Return Policy or to submit a claim, please contact us using the details below:

Brand Name: Pet Goods Nest

Operating Entity: HONGKONG FEIYIN LIMITED

Registered Office: Room S032, 2/F, The Capital, 61-65 Chatham Road South, Tsim Sha Tsui, Kowloon, Hong Kong

Customer Support Email: support@petgoodsnest.com

Customer Care Line: +1 (817) 646-4692