We take immense pride in the quality of our pet supplies and uphold strict quality – control measures. If you encounter any issues after receiving your item, please email our customer service at [email protected].
Return Policy
Return Period
Items can be returned or exchanged within 30 days from the day of receipt.
Return Shipping Arrangement
You have the option to call the post office to arrange a collection or drop off the items at your nearest post office. Whether we reimburse the shipping freight depends on the reason for your return. If the return is due to our responsibility, we will cover the freight. However, if it’s your responsibility, we will not reimburse the freight. When the return is caused by the consumer, the consumer is accountable for the shipping fee, which should be based on the express company you choose. Reasons for consumer – initiated returns include:
- The product does not meet expectations.
- The size is either too small or too large.
- The color does not match expectations.
- A change of mind or no longer needing the product.
- Ordering the wrong item or quantity.
- Not thoroughly reading the product description.
Incorrect or Damaged Items
If you receive incorrect or damaged items, please take clear photos and contact our customer service as soon as possible. We will either re – ship the correct items or provide a refund compensation based on the specific situation.
Return Address
Before sending back the products, please contact our customer service first to obtain the return address.
Return Requirements
- For Items Without Quality Issues: cmdng expects customers to return the items unused, undamaged, with the original tags and packaging material.
- Approval from Customer Service: Before shipping the items back, customers must obtain approval from the cmdng customer service team.
- Quality Issues or Incorrect Delivery: In cases of quality issues or incorrect product delivery, customers should take photos showing the problem and contact customer service for a return address.
Circumstances for Return or Refund
Customers can contact us for return or refund in the following situations:
- Items not in their original condition, damaged, or missing parts due to our error.
- Items different from the description.
- Items returned to the sender without delivery.
- Items not delivered within the agreed time.
Return Process
Please follow our return process carefully to minimize any delays:
- Contact Customer Service: If you want to return an item, please contact our customer service and provide the following information:
- Order number
- SKU number or product name
- Reason for return
- Response from Customer Service: Our customer service team will respond to your request within 24 hours (on business days).
- Return the Items: Return the items to the return address we provided and send us return proof in the form of the tracking number and a valid return receipt.
- Refund or Exchange: Once we have received the returned item(s), we will email you and arrange a refund or exchange as requested immediately.
Important Notice
- Return Address: Please do not send your return to the sender’s address on your package. This is not the return address and will affect the processing of your return. You should only send it to the address provided by our customer service.
- Non – cmdng Items: Please make sure you don’t include non – cmdng items in your return package by accident. We will not be responsible for sending those items back to you.
- Lost or Stolen Packages: We are not liable for any return packages that may become lost or stolen in – transit. Please keep your proof of return tracking number when shipping back your returns.
Refund Policy
- Production or Transportation Issues: Any misprinted, damaged, or defective items caused by our production or transportation are covered at our expense, and you will receive a full refund. We will also reimburse the return shipping cost.
- Order Cancellation: Your order will be fully refunded if it is cancelled within 24 hours of purchase or before shipping. We will NOT accept order cancellation requests if the orders have been shipped.
- Lost Parcels: If parcels are lost in transit, we will cover your loss by issuing a full refund.
- Incorrect Address: If you provide an address that the courier is not able to recognize, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address (if and as applicable). If you provide a wrong address when placing an order and do not contact us to change the address, you will be responsible for all the losses.
- Used or Stained Items: Items returned with obvious use, makeup, animal hair, dander, deodorant, perfume, or similar product stains may be subject to denial and will not receive a refund.
- Refund Processing Time: Please note that processing of refunds can take up to 7 business days to show on your account due to varying processing times between payment providers.
How to Get the Return Label
- For Defective Products: This occurs when the product is incorrect or damaged by the carrier. It is our responsibility. Customers need to download/print the return label.
- For Customer Remorse: This happens when the customer purchased the wrong product, it doesn’t fit, or they no longer want the item. It is the customer’s responsibility.
Contact Information
If you have any queries, please contact us.
- Address: UNIT 60 3/F YAU LEE CTR NO.45 HOI YUEN RD KWUN TONG HONG KONG
- Telephone: +852 68827386
- Email: [email protected]
- Working Time: Mon – Fri 08:00 – 17:00(UTC+8)
On business days, we will respond to you within 24 hours.