If you are not satisfied with your purchase and wish to return it, please contact us by email. Undamaged or non-defective products can be returned for a refund within 30 days from the date purchased.
For non-quality issues (e.g. personal reasons), customer will be responsible for paying the return shipping fees and any customs fees or duties incurred during the return process.
For non-quality related warranty claims, only refund for the cost of the product itself.
Please provide us with your order number and the reason for your return. Our customer service team will review the return request and if the return is approved, we will further inform you of the next steps to take.
1) Only items purchased directly from hpetsr.com will be accepted.
2) The returned product must be the same as the package sent, and the product is not damaged (the outer packaging is not opened, the product is not used, Windows is not activated, etc.), and it does not affect the second sale.
3) Non-returnable items include items purchased through retailers and products that have been damaged due to mishandling by the customer.
4) Returns without a receipt may be refused. hpetsr.com reserves the right to refuse any return.
What if I receive a defective/incorrect/damaged item? Did you receive a faulty device or the wrong product?
Please contact our customer support team to initiate the return process. Please include the following information.
Proof of purchase
Video or photos of the faulty product (if applicable)
Complete shipping address
In some cases, you may be asked to include a video or photo of the defective product as proof of a refund or replacement.
How long does the return process take?
It may take up to 7 business days from the date we receive your return to process the return. Once your return has been processed, we will send you an email confirmation.
For returned items, a full refund will be issued for defective products. For non-defective products, refunds do not include all shipping and handling costs.
Please contact our customer service team via email and the return address will be communicated to you via email.
When will I receive my refund?All refunds will be credited to your original payment method, and PayPal orders generally take 3-5 business days. If you paid with a credit or debit card, refunds would be sent to the issuing bank within 3-15 business days of receiving the return or cancellation request.
How do I change or cancel my order?
If you need to change or cancel your order, please contact us within 48 hours. Please be sure to provide your order number and the changes you would like to make and we will confirm once the changes have been made. Please note that any orders that have already been packed or shipped will not be able to be modified or canceled.
To check the status of your order, please contact our customer service at service@hpetsr .com.