Royalcaninmalls Refund Policy

1. Eligible Scenarios for Refunds

• Damaged/Defective Products: If you receive products that are damaged (e.g., broken packaging, spilled contents), expired, or defective (does not meet product description). Please provide photos/videos of the damaged/defective item and the original packaging for verification.
• Incorrect Products: If we mistakenly ship an item different from what you ordered (e.g., wrong product type, flavor, or size). Please provide your order confirmation and photos of the received item for verification.
• Unopened/Unused Products (Change of Mind): For unopened, unused products in their original, undamaged packaging, you may request a refund due to change of mind. Please note that the customer is responsible for the return shipping cost in this scenario, and the product must be in resellable condition.
• Non-Delivery or Delayed Delivery: If your order is not delivered within the estimated timeframe (excluding force majeure events such as natural disasters, logistics disruptions) and cannot be tracked, or if the delivery is confirmed as lost by the shipping carrier.

2. Refund Request Procedure

1. Contact our customer service team via email at [email protected] within 7 days of receiving your order. Please include your order number, detailed description of the issue, and relevant supporting materials (photos, videos, veterinary certificates, etc.) in the email.
2. Our customer service team will review your request within 24-48 business hours. If additional information is needed, we will contact you promptly.
3. Once your refund request is approved, we will send you a return confirmation email, including instructions for returning the product (if applicable) and the designated return address.
4. For return-required orders: Please ship the eligible product back to us within 5 business days of receiving the return confirmation. You are advised to use a trackable shipping method and keep the shipping receipt for reference.
5. We will inspect the returned product upon receipt (if applicable). After confirming it meets the refund conditions, we will initiate the refund process.

3. Refund Processing and Timelines

• Refunds will be issued to the original payment method used for the purchase (e.g., credit card, PayPal, etc.).
• After initiating the refund, the processing time depends on your payment provider’s policies, typically ranging from 3-10 business days. We will notify you via email once the refund is processed.
• For orders eligible for free return (e.g., damaged/defective products, incorrect shipments), we will also refund the original shipping cost you paid. For change-of-mind returns, the original shipping cost is non-refundable.

4. Exceptions and Limitations

• We reserve the right to reject refund requests that do not meet the eligibility criteria, lack sufficient supporting evidence, or are submitted after the 7-day window.
• If the returned product is found to be damaged or tampered with due to improper handling by the customer, we may reduce the refund amount or reject the refund request.
• Veterinary diets are subject to stricter refund conditions. Refunds for veterinary diets will only be approved if the product is unopened, unused, and in original packaging, or if there is a confirmed product defect (requires a veterinary certificate).

5. Contact Us