Refund Policy

Our policy lasts 60 days. If 60 days have gone by since your purchase, unfortunately we can’t offer you a refund or replacement. 

To be eligible for a refund or replacement, a receipt or proof or purchase is required along with a clear photograph of the defected product. We may request for video footage for clearer proof of the defect.

60 Days Lost in Transit Protection For Customers
Customers may request for a full refund if their package has been in transit for more than 60 days. This is calculated from the day the package is posted. It is not applicable for lost or returned packages. Items shown as DELIVERED to the shipping address provided by the customer but that have not been received are the responsibility of the USPS or delivery service. Please refer to our Shipping Policy for more information.

Refunds
Once your item is proven to be defected by the fault of us, we will notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
We reserve the rights to determine the cause of defect and/or damage of the product(s).

Returns
We do not accept returns. However, if a special exception has been made by our team for the return, the cost of postage for the return will be borne by customer.

Replacement
Once your item is proven to be defected by the fault of us, we will notify you of the approval or rejection of your refund. 
If you are approved, a new item will be sent out to you as soon as possible.
Only one replacement per transaction is allowed. If the item is proven to be defected again, a refund will be made.

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at support@yuki-pets.com. 

Gifts 
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. 

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out the item defect.