退款政策

Refund & Return Policy

Last updated: October 7, 2026

At SmartPawly, we want you and your cat to be happy with your purchase. If you are not completely satisfied with your order, please contact us and we will do our best to help.

1. Returns

We accept eligible returns within 30 days of delivery.

To be eligible for a return, the item must:

Be unused and in its original condition

Be in the original packaging, when applicable

Include all original accessories and parts

Not be damaged due to misuse, improper care, or normal wear and tear

Some items may not be eligible for return due to hygiene or product-safety considerations.

2. How to Request a Return

Before sending an item back, please contact our customer support team at:

Email: l04907618@gmail.com
WhatsApp：+8615806031179

Please include:

Your order number

The name of the item you would like to return

The reason for the return

Photos of the item, if applicable

Please do not send your return to the shipping address shown on your order unless our customer support team has provided return instructions.

We will review your request and provide the appropriate return instructions if your return is approved.

3. Return Shipping

Unless the item is defective, damaged, or incorrect, the customer is responsible for the return shipping cost.

If you received a defective, damaged, or incorrect item, please contact us before returning it. We may provide further instructions or arrange an appropriate solution.

4. Damaged or Incorrect Items

Please inspect your order when it arrives.

If your item arrives damaged, defective, or you receive the wrong item, contact us at l04907618@gmail.com /WhatsApp：+8615806031179 as soon as possible.

Please provide your order number and clear photos or videos showing the issue.

We will review the situation and, when appropriate, offer a replacement, refund, or another suitable solution.

5. Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method.

Please allow 5–10 business days for the refund to appear in your account, depending on your payment provider or financial institution.

Original shipping charges, if any, may be non-refundable.

6. Non-Returnable Items

Certain products may not be eligible for return, including:

Items that have been used or damaged after delivery

Items damaged due to improper use or care

Items that are missing parts or original packaging

Products that are specifically identified as non-returnable

If you are unsure whether your item qualifies for a return, please contact us before sending it back.

7. Order Cancellations

If you need to cancel an order, please contact us as soon as possible at l04907618@gmail.com

We will do our best to accommodate cancellation requests before the order has been processed or shipped. Once an order has been shipped, it may no longer be possible to cancel it.

8. Contact Us

If you have any questions about returns or refunds, please contact us:

SmartPawly Customer Support
Email: l04907618@gmail.com
WhatsApp：+8615806031179

We are happy to help and will do our best to respond as soon as possible.

Thank you for shopping with SmartPawly.