14-day return request window
You may request a return within 14 days of delivery by emailing AlwaysAlong@bociyuan.com with your order number and reason for return.
Return condition
Returned items must be unused, unwashed, clean, complete and in their original packaging, with no pet hair, odor, stains, scratches or other signs of use. Please dry-fit pet products before allowing pet contact.
Return approval
Do not send a return before receiving return instructions. Parcels sent without approval may not be identifiable or accepted.
Return shipping
Customers pay return shipping for change-of-mind, fit or preference returns. If we confirm that an item arrived damaged, defective or incorrect, we will provide the appropriate resolution and cover reasonable return shipping when a return is required.
Damaged or incorrect orders
Contact us within 7 days of delivery and include clear photos of the item, packaging and shipping label. Keep all packaging until the case is resolved.
Refunds
Approved refunds are issued to the original payment method after the returned item is received and inspected. Original shipping charges and import fees are not refundable unless the return is caused by our error. Bank processing times vary.
Cancellations
Cancellation requests are accepted before fulfillment or within 12 hours of ordering, whichever comes first. After fulfillment begins, cancellation cannot be guaranteed.
Non-returnable items
Used, washed, personalized, final-sale or hygiene-sensitive items showing pet contact cannot be returned unless they arrived defective or incorrect.