Returns & Refunds

At AtouPet, we want you to feel confident when purchasing products for your pet. This policy explains when a return is accepted, how to request one, who is responsible for return shipping, and when an approved refund will be issued.

Please read this policy before placing an order, especially the section regarding international returns. AtouPet currently does not operate a return warehouse in the United States. If a physical return is required, the item may need to be shipped to our designated return facility in China.

For assistance, contact us at support@atoupet.com.

Policy at a Glance

  • Return requests for eligible non-defective products must be submitted within 14 calendar days of delivery.
  • Products returned for personal reasons must be new, unused, unwashed, and in resalable condition.
  • Customers are responsible for return shipping costs for personal-reason returns.
  • AtouPet covers reasonable standard return costs when a product is confirmed to be defective, damaged in transit, or incorrect.
  • Always contact us for approval before sending a return.
  • Do not send products to our company contact address or any address shown on the original parcel.
  • Approved refunds are issued to the original payment method.

1. Return Eligibility

Returns are handled differently depending on whether the request concerns a product problem or a personal preference.

1.1 Damaged, Defective, or Incorrect Products

A product may qualify for a quality-related resolution if:

  • It arrives damaged;
  • You receive the wrong product, size, color, or quantity;
  • It has a manufacturing or assembly defect;
  • It is materially different from the description on the applicable product page; or
  • It is missing an included component that is necessary for normal use.

Please contact support@atoupet.com as soon as possible and no later than 14 calendar days after delivery.

To help us review the issue, please provide:

  • Your order number;
  • A description of the problem;
  • Clear photos or videos showing the product and issue;
  • Photos of the shipping label and external packaging when the item arrived damaged or incorrect; and
  • Any other information reasonably needed to verify the claim.

We normally respond within 1–3 business days. Additional information may be requested when the evidence provided is insufficient to confirm the issue.

Once the problem is verified, AtouPet may offer an appropriate resolution, including:

  • A replacement;
  • Replacement parts, where applicable;
  • A partial refund;
  • A full refund; or
  • A return for refund.

The appropriate resolution depends on the nature of the problem, product availability, product value, and whether returning the item is reasonably necessary.

If AtouPet requires a confirmed defective, damaged, or incorrect product to be returned, we will provide return instructions and cover or reimburse the reasonable cost of standard return shipping. Expedited, premium, or optional shipping services will not be reimbursed unless approved by us in writing before shipment.

1.2 Returns for Personal Reasons

If you change your mind, select the wrong size, prefer a different color, or are otherwise dissatisfied for a reason unrelated to a product defect, you may request a return within 14 calendar days of delivery.

To qualify, the product must be:

  • New and unused;
  • Unwashed and free from pet hair, stains, odors, scratches, bite marks, and other signs of use;
  • In its original condition;
  • Returned with all tags, accessories, manuals, parts, and promotional gifts; and
  • Packaged securely, preferably in its original packaging.

Trying an item on briefly for fit may be acceptable only when it does not leave pet hair, odors, stains, stretching, scratches, or other signs of use.

For personal-reason returns:

  • The customer is responsible for all return shipping costs;
  • The original shipping charge, if any, is non-refundable;
  • Customs duties, taxes, brokerage fees, and other return-related charges are non-refundable;
  • AtouPet does not provide prepaid return labels unless otherwise stated; and
  • The parcel may need to be shipped to our designated return facility in China.

Because international return shipping may be expensive, we recommend checking the estimated postage with a trackable carrier before completing the return. Contact us first so we can confirm eligibility and provide the correct return address.

2. Non-Returnable Items and Conditions

Unless required by applicable law, we cannot accept returns for:

  • Products returned after the applicable return period;
  • Products that have been used, worn, washed, modified, or improperly cleaned;
  • Products containing pet hair, odors, dirt, stains, saliva, or other hygiene concerns;
  • Products damaged by chewing, biting, scratching, tearing, pulling, or other pet behavior;
  • Damage caused by misuse, improper installation, accidents, neglect, or failure to follow product instructions;
  • Normal wear and tear, including fading, minor abrasion, material aging, or changes caused by regular use;
  • Products missing tags, accessories, parts, manuals, packaging, or included gifts;
  • Personalized or customized products;
  • Gift cards;
  • Clearance or final-sale items clearly identified as non-returnable before purchase; and
  • Items purchased from a third-party seller rather than directly from atoupet.com.

Pet-related damage and normal wear are not considered manufacturing defects.

These exclusions do not limit any rights that cannot lawfully be excluded under applicable consumer protection laws.

3. How to Request a Return

To start a return:

  1. Email support@atoupet.com within the applicable return period.
  2. Include your order number, the item you wish to return, and the reason for the request.
  3. For damaged, defective, or incorrect products, attach clear photos or videos.
  4. Wait for our return review and written return authorization.
  5. If approved, follow the return instructions provided by our support team.

We normally respond within 1–3 business days.

Receiving a return authorization does not guarantee a refund. Returned products must still pass inspection and meet the conditions described in this policy.

4. Return Address and Authorization

Do not return an item without receiving written authorization from AtouPet.

Our company contact address is not necessarily our return-processing facility. Products sent to our company address, the sender address on the original parcel, or any other address without authorization may be refused, lost, or delayed.

If a physical return is approved, our support team will provide the designated return address in China and the required shipping instructions.

The following address is provided for company contact and legal correspondence only:

AtouPet
Operated by AutoEvex Technology Limited
Unit 1502, 15/F, Chinachem Golden Plaza
77 Mody Road, Tsim Sha Tsui East
Kowloon, Hong Kong, 000000

This is not a return address.

AtouPet is not responsible for unauthorized returns sent to an incorrect address, except where responsibility cannot be excluded under applicable law.

5. Return Shipping

Quality-Related Returns

When a product is verified as defective, damaged in transit, or incorrect and AtouPet requires it to be returned, AtouPet will cover or reimburse reasonable standard return shipping costs.

You must follow the return method approved by our support team and retain the shipping receipt. Costs incurred through an unapproved premium or expedited service may not be reimbursed.

Personal-Reason Returns

For returns unrelated to a product defect:

  • The customer is responsible for return shipping;
  • The customer is responsible for customs forms and any related return charges;
  • The original shipping charge is non-refundable; and
  • AtouPet will not reimburse duties, taxes, brokerage fees, insurance, or optional carrier services.

We strongly recommend using a trackable shipping service. For higher-value items, consider purchasing shipping insurance. Until the approved return is delivered to the designated facility, the customer remains responsible for loss or damage in transit.

6. Sending an Approved Return

Unless otherwise stated in the authorization email, an approved return must be shipped within 14 calendar days after the return instructions are sent.

Please:

  • Use suitable protective packaging;
  • Include the order number or return authorization information inside the parcel;
  • Use a trackable shipping service;
  • Keep the shipping receipt and tracking number; and
  • Send the tracking information to support@atoupet.com.

Returns shipped after the deadline may be declined unless an extension was approved in writing.

Do not mark a return shipment as a commercial sale. Complete customs documents accurately and identify it as returned merchandise where permitted. AtouPet cannot provide false customs declarations or reimburse charges resulting from inaccurate declarations.

7. Return Inspection

After an approved return is delivered, we normally inspect it within 5 business days.

We will check:

  • The condition of the product;
  • Whether all components and accessories are included;
  • Whether the returned item matches the authorized return;
  • Whether there are signs of use, washing, pet damage, odors, stains, or modification; and
  • Whether the return otherwise complies with this policy.

We will notify you by email when the inspection is complete.

If the product does not meet the return conditions, we may decline the refund. Where appropriate and permitted by law, we may offer a partial refund reflecting documented loss in value. We will explain any proposed deduction before processing it.

8. Refunds

Once a return is approved after inspection, the refund will be issued to the original payment method.

Please allow:

  • Up to 5 business days for AtouPet to process the approved refund; and
  • An additional 5–10 business days for your bank or payment provider to post the funds to your account.

Actual posting times depend on the payment provider and are outside AtouPet’s control.

For eligible personal-reason returns, the refund normally covers the purchase price of the approved returned item only. Original shipping charges, return shipping costs, duties, taxes, brokerage fees, and optional services are non-refundable unless otherwise required by law.

If a discount was applied to the order, the refund will be based on the amount actually paid for the returned item. If returning an item changes eligibility for a bundle discount, gift, or other promotion, the refund may be adjusted according to the disclosed promotion terms.

9. Exchanges

AtouPet does not currently offer direct international exchanges.

If you need a different size, color, or product, please request a return for the eligible item and place a new order separately.

If the original item is defective or incorrect, we may provide a replacement as part of the quality-related resolution process.

10. Order Changes and Cancellations

If you need to change or cancel an order, email support@atoupet.com as soon as possible.

We will try to accommodate requests submitted within 12 hours of purchase, but cancellation or modification is not guaranteed. Orders that have already entered processing or been shipped cannot normally be cancelled.

If an order has already shipped, you may request an eligible return after delivery under this policy. Refusing delivery does not automatically cancel an order and may result in shipping, storage, customs, or return charges being deducted from any available refund, where permitted by law.

11. Packages Returned Due to Address or Delivery Problems

Customers are responsible for providing a complete and accurate delivery address.

If a package is returned because of:

  • An incorrect or incomplete address;
  • Failure to collect the package;
  • Repeated unsuccessful delivery attempts;
  • Refusal to pay applicable duties or taxes; or
  • Refusal of delivery without prior authorization,

we will contact you after the parcel is returned to us.

Where permitted by law, actual shipping, return, customs, storage, and handling costs may be deducted from the refund. Original shipping fees are non-refundable. If reshipment is available, the customer may be responsible for the additional shipping cost.

12. Late or Missing Refunds

If an approved refund has not appeared after the expected processing period:

  • Check your payment account again;
  • Contact your card issuer, bank, or payment provider;
  • Allow for any pending bank processing time; and
  • Email：support@atoupet.com if the refund is still missing.

Please include your order number so we can investigate promptly.

13. Applicable Consumer Rights

This policy does not exclude, restrict, or replace any mandatory consumer rights that apply to your purchase. If applicable law provides you with greater rights than this policy, those legal rights will continue to apply.

14. Contact Us

For return, refund, cancellation, or order-related assistance, contact:

Email: support@atoupet.com
Response time: Usually within 1–3 business days

Company contact address:

AtouPet
Operated by AutoEvex Technology Limited
Unit 1502, 15/F, Chinachem Golden Plaza
77 Mody Road, Tsim Sha Tsui East
Kowloon, Hong Kong, 000000

Please do not send returns to this address. Approved return instructions and the designated return address will be provided separately by email.