Return Policy
You may request an eligible return within 30 days of delivery by emailing service@bexvino.com.
Our voluntary return policy supplements your mandatory consumer rights.
1. Return Conditions for Pet Supplies
For voluntary change-of-mind returns, the item must be unused, unopened, and in its original condition. Include the original packaging and any supplied components, such as removable cushions, straps, or accessories, where applicable. Provide your order number or other proof of purchase.
These conditions apply to our voluntary change-of-mind policy. Your applicable statutory rights and remedies for damaged, defective, or incorrectly supplied goods still apply.
2. Starting a Return
Email us with your order number, the item you wish to return, and the reason for your request. If the item is damaged, defective, or incorrect, describe the issue and include photographs where helpful.
We will provide return instructions and the appropriate address. Please use the return address provided by our support team.
Contacting us helps us route your return correctly. You may exercise any statutory right that allows you to proceed without prior approval.
3. Sizes, Options, and Exchanges
If you would like a different size, color, or style, contact us within the return period.
Exchanges under our voluntary policy depend on stock and whether the original item meets the return conditions in Section 1. We will explain whether an exchange is available or whether you can return the item and place a separate order.
If you receive the wrong item, size, color, or style, or if the item differs materially from its description, contact us so we can review the issue.
4. Damaged, Defective, or Incorrect Products
Please report problems promptly, preferably within 7 days of delivery. This reporting period is a recommendation. Your statutory rights still apply, including for defects discovered later.
If an item appears damaged or unsafe, keep it away from your pet. Keep the item and packaging where practical, and include photographs if they help show the issue. Contact us before attempting repairs or alterations that could make the issue harder to assess.
Depending on the circumstances and applicable law, we will arrange an appropriate remedy, which may include a replacement, a price reduction, or a refund.
5. Return Postage and Delivery Charges
Customers pay return shipping for eligible change-of-mind returns.
We cover reasonable return shipping when a return is required because an item arrived damaged, defective, or incorrect. Contact us before buying postage so we can arrange or confirm a suitable method.
Original delivery charges for voluntary change-of-mind returns are generally non-refundable unless applicable law requires otherwise. We will handle charges associated with our error or defective goods according to your applicable rights.
We recommend using a tracked return service and keeping your proof of postage.
6. Refund Processing
Standard inspection and review may take up to 14 business days after we receive your return.
We initiate approved refunds within 3 business days, normally to the original payment method. Your payment provider may take another 3–8 business days to post the credit.
Shorter statutory refund deadlines take priority. If we propose reducing or declining a refund, we will explain the reason.
If your refund has not appeared after the expected processing period, contact us with your order number.
7. Order Cancellations
Contact us as soon as possible to request a cancellation. We can process an operational cancellation only before fulfillment begins, and we will confirm whether your request can be completed.
If we confirm your cancellation, we will refund the canceled items and applicable shipping charges in full. We do not charge a standard cancellation fee. Applicable statutory cancellation rights still apply.
8. Statutory Withdrawal Rights
Where EU consumer withdrawal rules apply, you generally have 14 calendar days from delivery to notify us that you wish to withdraw from an eligible purchase without giving a reason. You must generally send the goods back within 14 days of that notice.
Applicable legal exceptions still apply. Where you have a right of withdrawal, you may inspect goods as permitted by law. You may be responsible for any diminished value caused by handling beyond what is necessary to establish the goods’ nature, characteristics, and functioning.
We will reimburse payments, including the cost of the least expensive standard outbound delivery option we offered, within the applicable legal period, generally 14 days after receiving your withdrawal notice. Where permitted, we may withhold reimbursement until we receive the goods or evidence that they have been sent back, whichever occurs first.
You bear direct return postage for change-of-mind withdrawal unless we agree otherwise or applicable law provides otherwise.
9. Company and Contact Information
- Operated by: Kunming Zhengshang Hardware Co., Ltd.
- Business License Entity: Kunming Zhengshang Hardware Co., Ltd.
- Registered Address: No. 1680Q, Annex to No. 46, Duoyi Village, Heping Community, Tuanjie Subdistrict, Xishan District, Kunming, Yunnan, China
- Email: service@bexvino.com
- Phone: +1 857-409-4040
- Website: bexvino.com