Return and Refund Policy

Returns and exchanges are applicable under the following conditions:

Quality Issues

– Applications must be made within 7 days after delivery.
– The product must be confirmed to have manufacturing quality issues.
– Only exchanges for products of the same brand and same price are allowed.
– If the product is discontinued or out of stock, Top One Pet’s online store will provide a refund for the relevant product.
– Returns or exchanges will not be accepted for products damaged due to improper use or human error.
– Products marked as non-returnable or non-exchangeable will not be accepted for return or exchange.
– Applications lacking the required supporting documents will not be accepted (please refer to the “Required Documents” section below).

Required Documents:

– Photos and videos demonstrating the product’s quality issues.
– Undamaged product packaging.
– All free gifts included with the product.
– Order receipt.
– Delivery invoice.

Application Process:

– Send an exchange request email detailing the product’s quality issues to info@toponepet.hk.
– For products purchased at Top One Pet retail stores, please visit the store to process the return or exchange.

Notes:

– The above return and refund policy applies to orders from Top One Pet’s online store.
– Customers may contact customer service representatives via WhatsApp (Phone: (852) 6411 1643) during office hours (Monday to Saturday, 9:30 AM to 6:00 PM; closed on Sundays and public holidays).
– Customers may cancel orders via WhatsApp (Phone: 6411 1643) or by emailing info@toponepet.hk before receiving the delivery confirmation email or phone call.
– A service fee of 4% of the total order amount or HKD $300, whichever is higher, will be charged for order cancellations.
– In case of disputes, Top One Pet reserves the final decision-making authority.