Return and Refund Policy

Thank you for choosing GreenPetFamily.com. Our Return and Refund Policy is designed to ensure a seamless and worry-free experience for returns, exchanges, and refunds.

30-Day Returns, Exchanges, and Refunds

At GreenPetFamily, your satisfaction is our priority. If you’re not fully satisfied with your purchase, you may return or exchange items within 30 days of receiving your order. We offer a full refund, including the original shipping fee, or an exchange at your choice.

Order Cancellation

If you need to cancel an order, please contact us within 12 hours of placing it. After this window or once your order has shipped, cancellation is no longer possible, but you can return the order once it arrives.

30-Day Full Coverage Return/Exchange Policy

We take pride in the quality of our products and offer a 30-day Full Coverage Return/Exchange Policy for the following cases. GreenPetFamily.com will cover return postage and replacement fees if:

• The picture, rendering, or lettering is blurred.
• Items arrive damaged or defective.
• The item size is incorrect or mismatched.
• The item differs from the customization information provided.

Please reach out within 30 days of receiving your order and email us at GreenPetFamily@gmail.com with a clear picture or video of the damage. Items should be in their original condition, unworn, and unwashed. We will verify with the carrier or warehouse and provide a replacement at no extra cost.

We also offer a 30-day Return/Exchange Policy for these cases, with return and replacement fees covered by the buyer:

• Incorrect color, size, or material chosen by the customer.
• Partial returns of items that are part of a set.
• Non-quality issues with personalized items.
• Personal reasons, such as change of mind.

Conditions for Returning Items

To be eligible for a return, items must be in their original, unworn, and unwashed condition, with all tags intact, and free of fragrance and makeup residue. Retain original packaging and ensure all related parts are included.

Return & Exchange Process

1.Contact Customer Service

Email GreenPetFamily@gmail.com with your order number, product name, and a clear photo or video of any damage to initiate the return.

2.Approval Notification

Our Customer Service team will confirm your request and provide instructions.

3.Pack and Send the Package

Ship the item(s) to: 210-4,C Zone, Xiaoshan Hipark,Hangzhou China 311200 Serena +86-18668587086 Include your order number and product name, and send the tracking number to GreenPetFamily@gmail.com

4.Refund Processing

Refunds will be processed within 2 business days after receiving the returned item(s).

A confirmation email will follow, though refunds may take 7-10 business days to appear, depending on your financial institution.

Important Precautions

• Returned items must be in original, unworn, and unused condition.
• For personalized items, notify us within 12 hours for any cancellation or changes. After 12 hours, a 20% production fee applies.
• Coupon codes cannot be reinstated once a return is processed.

We may update this policy at any time, with any changes posted on this page. For questions or assistance, please reach out to our Customer Service team at 3677718779@qq.com.