Refund policy

Last updated: August 14, 2026

At ADHOPPET, we take pride in the quality and craftsmanship of our pet products. We want you and your furry companion to be completely satisfied with your purchase. If you are not entirely happy with your order, we are here to help!

1. 14-DAY RETURN WINDOW

We offer a 14-day return policy, which means you have 14 days after receiving your item to request a return or size exchange.

To be eligible for a return or exchange, your item must meet the following conditions:

  • The item must be in the same condition that you received it: unworn, unwashed, unused, and free of pet hair, scent, or stains.

  • The item must have all original tags, accessories, and packaging attached.

  • You must provide the Order Number or proof of purchase.

(Note: Items returned with visible pet hair, odor, or sign of wear will not be accepted and may be returned to the sender at the customer's expense).

2. HOW TO INITIATE A RETURN OR EXCHANGE

Please do NOT send your purchase back to the sender address on the shipping label without contacting us first. Returns without prior authorization will not be processed.

  1. Submit a Request: Contact our customer support team via email at hello@adhoppet.com or WhatsApp at +86 15851837808. Please provide your Order Number, the item(s) you wish to return, and the reason for the return (or desired exchange size).

  2. Receive Instructions: Our support team will review your request within 24 hours and provide you with the designated Return Warehouse Address and a Return Authorization Form.

  3. Ship the Item: Pack the item securely in its original packaging and ship it back using a trackable shipping service. Please email/message us the tracking number once dispatched.

3. RETURN SHIPPING COSTS & FEES

  • Customer Responsibility: Customers are responsible for paying their own return shipping fees unless the item arrived damaged, defective, or incorrect due to our error.

  • Original Shipping Costs: Original shipping fees (if applicable for orders under $200 USD) are non-refundable.

4. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please inspect your order upon delivery. If your item is defective, damaged, or if you received the wrong item, please contact us immediately within 48 hours of receiving the package at hello@adhoppet.com.

Please include:

  • Your Order Number.

  • Clear photos or videos showing the defect, damage, or incorrect item.

Once verified, we will arrange a free replacement or issue a full refund without requiring you to return the damaged product.

5. EXCHANGES (SIZE OR COLOR)

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Alternatively, you can contact us directly for a size exchange, and our team will guide you through the process.

6. NON-RETURNABLE / FINAL SALE ITEMS

Certain types of items cannot be returned:

  • Final Sale or Clearance items.

  • Customized or Made-to-Order items.

  • Gift Cards.

7. REFUNDS & PROCESSING TIME

  • Inspection: Once we receive and inspect your returned package, we will notify you via email regarding the approval or rejection of your refund.

  • Approval & Processing: If approved, your refund will be automatically processed to your original method of payment (PayPal, Credit Card, etc.) within 3–7 business days.

  • Late or Missing Refunds: If you haven’t received a refund yet, first check your bank account or credit card statement again. Then contact your credit card company or PayPal, as it may take some time before your refund is officially posted. If you've done all of this and still have not received your refund, please contact us at hello@adhoppet.com.

8. CONTACT US

If you have any questions regarding our Refund and Return Policy, please feel free to reach out to us:

  • Brand / Company Name: ADHOPPET

  • Email: hello@adhoppet.com

  • WhatsApp: +86 15851837808

  • Operating Address: Floor 4, No. 3, Longjing Road, ChunXi Town, Gao Chun District, Nanjing City, Jiangsu Province, China