Return Policy

Last Updated: October 16, 2026

Thank you for shopping at Petlunao!

At Petlunao, operated by Guangzhou Yuyu Trading Firm (Sole Proprietorship), customer satisfaction is important to us. We strive to provide quality products and a positive shopping experience.

If you are not completely satisfied with your purchase, please review our Return Policy below for information about returns, refunds, and exchanges.

1. Return Eligibility

We accept eligible return requests within 30 days of receiving your order.

To qualify for a change-of-mind return, the following conditions generally apply:

  • The product must be unused, unworn, and in its original condition.
  • The product must include its original packaging, tags, and accessories, where applicable.
  • A valid order number or proof of purchase must be provided.
  • The return request must be submitted within 30 days after delivery.

These conditions do not limit mandatory consumer rights relating to defective, damaged, or incorrectly described products.

2. How to Request a Return

To initiate a return, please contact our customer support team at:

Email: luoshengxion@petlunao.com

Please include the following information:

  • Your full name
  • Your order number
  • The product you wish to return
  • The reason for your return
  • Relevant photographs if the item is damaged, defective, or incorrect

Our customer support team will review your request and provide the appropriate return instructions and return address.

Please contact us before sending any products back to ensure your return is processed correctly.

3. Return Shipping Costs

For returns due to a change of mind, incorrect size selection, or personal preference, customers are generally responsible for return shipping costs.

If you receive a defective, damaged, or incorrect product, we will cover reasonable return shipping costs or provide another appropriate remedy in accordance with applicable law.

Original shipping charges are generally non-refundable for change-of-mind returns unless applicable law requires otherwise.

We recommend using a trackable shipping service and retaining your shipping receipt.

4. Damaged, Defective, or Incorrect Products

Please inspect your order upon delivery.

If your product arrives damaged, defective, or different from what you ordered, please contact us as soon as possible.

To help us review the issue, please provide:

  • Your order number
  • A description of the problem
  • Clear photographs of the product, where possible
  • Photographs of the packaging, if relevant

After reviewing your request, we will work with you to determine an appropriate solution, which may include:

  • A replacement product
  • A refund
  • Another appropriate remedy

Any remedy will be provided in accordance with applicable consumer protection laws.

5. Non-Returnable Items

Certain items may not be eligible for change-of-mind returns, including:

  • Customized or personalized products
  • Gift cards
  • Products damaged through customer misuse or improper handling
  • Products missing essential original components
  • Products that cannot be returned for hygiene or safety reasons, where legally permitted

These exclusions do not affect statutory rights for defective, damaged, or incorrectly described products.

6. Return Inspection and Refunds

Once we receive your returned product, we will inspect it to confirm whether it meets the applicable return conditions.

We will notify you by email regarding the status of your refund request.

If your refund is approved, it will be issued to your original payment method unless otherwise agreed or required by law.

After a refund has been processed, it may take approximately 5–10 business days to appear in your account, depending on your bank or payment provider.

Any mandatory refund deadlines under applicable law will take precedence over these estimated processing times.

7. Exchanges

If you would like to exchange a product for a different size, color, or style, please contact our customer support team.

Exchanges are subject to product availability and applicable return conditions.

If the requested replacement is unavailable, we may offer an eligible return and refund so that you can place a new order.

8. Order Cancellations

If you wish to cancel or modify an order, please contact us as soon as possible.

We will make reasonable efforts to accommodate cancellation requests before shipment.

Once an order has been dispatched, cancellation or modification may no longer be possible, except where applicable law provides otherwise.

Eligible products may still be returned after delivery in accordance with this Return Policy.

9. Return Address

Please contact our customer service team before returning any products.

The appropriate return address and shipping instructions will be provided after your request has been reviewed.

Please do not send returned items directly to our business address unless instructed by our customer support team.

10. Lost or Damaged Return Packages

For returns arranged by customers, we recommend using a trackable shipping service.

Please retain your shipping receipt and tracking number until the return process is complete.

If your return package is lost or damaged during transit, please notify our customer service team and contact the relevant shipping carrier.

Responsibility for return shipments will be determined according to the circumstances and applicable consumer protection laws.

11. Consumer Rights

Nothing in this Return Policy excludes, restricts, or limits any mandatory consumer rights or remedies available under applicable law.

Customers in certain countries or regions may have additional legal rights regarding returns, refunds, cancellations, and defective products.

Where applicable law provides greater protection than this policy, those legal requirements will prevail.

12. Contact Us

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

Store Name: Petlunao
Company Name: Guangzhou Yuyu Trading Firm (Sole Proprietorship)
Email: luoshengxion@petlunao.com
Phone: +86 176 2651 3785
Business Address: Room J201, 2nd Floor, Building 1, No. 118 Yongan Avenue, Huangpu District, Guangzhou, Guangdong Province, China

Thank you for choosing Petlunao. We appreciate your trust and look forward to providing you with a positive shopping experience.