Product Quality Assurance

We take immense pride in the quality of our pet supplies and maintain strict quality control measures throughout the production and distribution process. If you encounter any issues after receiving your item, please don’t hesitate to email our customer service team at [email protected]. We’re here to ensure your complete satisfaction with every purchase.

Return Policy

Return Period

You have the right to return or exchange items within 30 days from the date of receipt. This gives you ample time to assess the suitability of the pet supplies for your furry friend.

Return Shipping Arrangements

  • You can contact the local post office to arrange for a collection or drop off the package at your nearest post office.
  • We will determine whether to reimburse the return shipping freight based on the reason for the return:
    • If the return is due to our responsibility (e.g., incorrect or damaged items), we will cover the return shipping cost.
    • If the return is caused by consumer-related factors, such as change of mind, incorrect size selection, etc., the consumer is responsible for the shipping fee. The specific amount will depend on the express company you choose.

Common Return Reasons

  • The product does not meet your expectations.
  • The size is too small or too large for your pet.
  • The color is different from what you anticipated.
  • You’ve had a change of mind or no longer need the product.
  • You ordered the wrong item or quantity.
  • You did not read the product description thoroughly before purchasing.

Handling Incorrect or Damaged Items

If you receive incorrect or damaged items, please take clear photos of the problem and contact our customer service team as soon as possible. We will evaluate the situation and either re-ship the correct items or provide a refund compensation accordingly.

Return Address

Before sending back the products, it is essential to contact our customer service team first to obtain the correct return address. Sending returns to the wrong address may delay the processing of your return.

Return Requirements

  1. For Non-Quality Issues: If the items have no quality problems, aekmg expects customers to return them unused, undamaged, with the original tags and packaging material intact. This ensures that the items can be resold in good condition.
  2. Pre-Approval: Before shipping the items back, customers must obtain approval from the aekmg customer service team. This helps us streamline the return process and provide you with the necessary guidance.
  3. Quality Issues or Incorrect Delivery: In cases where there are quality issues or the wrong product has been delivered, customers should take photos clearly showing the problem and contact customer service to get the return address.

Eligible Circumstances for Return or Refund

  • Items are not in their original condition, damaged, or missing parts due to our error.
  • Items received are different from the product description.
  • Items are returned to the sender without being delivered.
  • Items are not delivered within the agreed-upon time frame.

Return Process

To ensure a smooth and efficient return process, please follow these steps carefully:

  1. Contact Customer Service: If you wish to return an item, please reach out to our customer service team and provide the following information:
    • Order number
    • SKU number or product name
    • Reason for return
  2. Response Time: Our customer service team will respond to your return request within 24 hours on business days.
  3. Return Shipping: Return the items to the address provided by our customer service team. Additionally, send us return proof in the form of the tracking number and a valid return receipt. This helps us track the return and process it promptly.
  4. Refund or Exchange: Once we have received the returned item(s), we will email you to confirm receipt and arrange for a refund or exchange as per your request immediately.

Important Notice

  • Return Address: Please do not send your return to the sender’s address on your package. This is not the designated return address and may cause delays in processing your return. Only send returns to the address provided by our customer service team.
  • Non-aekmg Items: Ensure that you do not accidentally include non-aekmg items in your return package. We will not be responsible for returning those items to you.
  • Lost or Stolen Packages: We are not liable for any return packages that may become lost or stolen during transit. To protect yourself, please keep a record of your return tracking number when shipping back your returns.

Refund Policy

Full Refund Scenarios

  • Any misprinted, damaged, or defective items caused by our production or transportation errors are covered at our expense, and you will receive a full refund. We will also reimburse the return shipping cost in such cases.
  • Your order will be fully refunded if it is cancelled within 24 hours of purchase.
  • Your order will be fully refunded if it is cancelled before shipping.
  • If parcels are lost in transit, we will issue a full refund to cover your loss.

Order Cancellation and Address Issues

  • We will NOT accept order cancellation requests if the orders have already been shipped.
  • If you provide an address that the courier is unable to recognize, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address (if applicable).
  • If you provide an incorrect address when placing an order and do not contact us to change it, you will be responsible for all associated losses.

Denial of Refund

Items returned with obvious signs of use, such as makeup stains, animal hair, dander, deodorant, perfume, or similar product marks, may be subject to refund denial.

Refund Processing Time

Please note that the processing of refunds can take up to 7 business days to reflect in your account. This is due to varying processing times between different payment providers.

Return Label Acquisition

For Defective Products

  • This applies when the product is incorrect or damaged by the carrier, which is our responsibility.
  • Customers are required to download and print the return label.

For Customer Remorse

  • This occurs when the customer purchased the wrong product, it doesn’t fit, or they no longer want the item, which is the customer’s responsibility.
  • Customers are responsible for obtaining and handling the return label themselves.

Contact Us

If you have any queries or need further assistance regarding our return and refund policy, please don’t hesitate to get in touch with us:

  • Address: 807A, 8/F, TWO HARBOURFRONT 22 TAK FUNG ST HUNG HOM HONG KONG
  • Telephone: +852 89481385
  • Email: [email protected]
  • Working Hours: Monday – Friday, 08:00 – 17:00 (UTC+8)

On business days, we aim to respond to your inquiries within 24 hours, ensuring that you receive the support you need for a hassle-free return and refund experience.