Return & Refund Policy
Clear return, exchange, and refund guidance for Cozlunopets™ customers.
Business Information
Yipeng Subdistrict, Qiantang District,
Hangzhou, Zhejiang Province, China
China Standard Time (UTC+8)
At Cozlunopets™, we want every purchase to feel straightforward and dependable. This policy explains when a pet product may be returned, how to submit a return request, and what to expect during the refund process.
Because many pet products involve hygiene, safety, sizing, compatibility, or direct animal contact, some return conditions vary depending on the type and condition of the item.
30-Day Return Window
You may request a return within 30 calendar days of receiving your order.
To qualify for a return, the product must:
- Be unused, unworn, and in resalable condition
- Include all original tags, accessories, manuals, and components
- Be returned in its original packaging
- Show no signs of pet use, washing, alteration, damage, odor, staining, or contamination
- Be accompanied by an order confirmation, receipt, or other valid proof of purchase
Requesting a Return
Before sending any product back, please contact our customer care team and request return authorization.
China Standard Time (UTC+8)
Please include:
- Your order number
- The name and email address used during checkout
- The product you wish to return
- The reason for the return request
- Photos or videos when reporting damage, defects, missing parts, or an incorrect item
If your request is approved, we will provide the applicable return instructions and, where authorized by us, information regarding return shipping.
Damaged, Defective, or Incorrect Products
Please inspect your order shortly after delivery. If an item arrives damaged, contains a manufacturing defect, is missing important components, or differs from the product you ordered, please contact us as soon as possible.
For the fastest review, please provide clear photographs showing:
- The affected pet product
- The exterior packaging
- The shipping label
- Any visible damage, defect, or incorrect component
After the claim has been reviewed, we may provide a replacement, refund, or another appropriate solution depending on the circumstances.
Products That Cannot Be Returned
For health, hygiene, safety, or customization reasons, we generally cannot accept returns for certain categories of products, including:
- Opened or used grooming and personal-care products
- Pet food, treats, supplements, or other consumable products
- Products that have been used by or placed in direct contact with an animal
- Personalized, engraved, or custom-made items
- Hazardous materials, flammable products, or regulated goods
- Gift cards
- Final-sale or clearance items when clearly identified as non-returnable
- Products damaged after delivery through misuse, improper care, alteration, or unauthorized repair
Original shipping charges are generally non-refundable unless the return results from our error or applicable law requires otherwise.
Return Shipping Costs
When a return is caused by a verified manufacturing defect, shipping damage, or fulfillment error, Cozlunopets™ will cover the authorized return shipping cost where applicable.
For returns based on:
- Change of mind
- Preference
- Sizing
- Compatibility
- Duplicate purchase
- Another customer-controlled reason
Return shipping expenses may be paid by the customer or deducted from an eligible refund where permitted.
Exchange Requests
We do not guarantee direct exchanges because pet-product availability, sizes, variants, colors, and inventory may change.
The most efficient option is generally to:
- Submit a return request for the original product.
- Wait for the return request to be reviewed and approved.
- Place a separate order for the preferred replacement item.
Any replacement purchase is subject to the current product price, availability, shipping terms, and promotions displayed at the time of ordering.
European Union Cancellation Rights
Where applicable, customers receiving eligible goods within the European Union may have the right to cancel a qualifying distance purchase within 14 days of delivery without providing a reason.
Returned products should remain unused and complete and should include their original packaging, tags, accessories, and proof of purchase where applicable.
This statutory cancellation right may not apply to excluded categories, including certain:
- Personalized or custom-made goods
- Unsealed hygiene products
- Perishable or consumable products
- Other categories exempt under applicable consumer-protection law
Refund Review and Processing
After an authorized return reaches the designated return facility, the product will be inspected.
Following review, we will notify you whether the refund has been:
- Approved
- Partially approved
- Declined
Approved refunds will generally be returned to the original payment method.
Please allow up to 10 business days after refund approval for processing. Your bank, card issuer, PayPal, or other payment provider may require additional time before the credit appears in your account.
If more than 15 business days have passed since your refund was approved and you still have not received the credit, please contact us at service@cozlunopets.com.
Order Cancellations
Orders enter processing shortly after they are placed.
If you need to request cancellation, please contact our customer care team as soon as possible.
We will make a reasonable effort to accommodate the request, but cancellation cannot be guaranteed once fulfillment preparation or shipment has begun.
If an order has already shipped, the standard return procedure described in this policy will apply after delivery.
Returns Sent to Us
Do not mail a product before receiving return authorization.
The appropriate return location may depend on the product, order, supplier, and fulfillment facility. The return destination is therefore not necessarily the same as our registered business address.
Once your return request has been approved, our customer service team will provide the correct return destination and applicable instructions.
Hangzhou Luanxiu Network Technology Co., Ltd.
Room 1467, Yipeng Science and Technology Innovation Park, No. 888 Qingliu Middle Road,
Yipeng Subdistrict, Qiantang District,
Hangzhou, Zhejiang Province, China
Return & Refund Assistance
For return, exchange, cancellation, damaged-item, or refund assistance, please contact:
Cozlunopets™ Customer Care
China Standard Time (UTC+8)
Owner / Legal Representative: Wang Hui
Website: cozlunopets.com
Room 1467, Yipeng Science and Technology Innovation Park, No. 888 Qingliu Middle Road,
Yipeng Subdistrict, Qiantang District,
Hangzhou, Zhejiang Province, China
When contacting us, please include your order number and the email address used during checkout so our team can locate your purchase efficiently.