Refund policy
Last updated: September 13, 2026
MyPetLook primarily serves pet brands, e-commerce sellers, retailers and other business buyers. Because our orders may include ready-stock products, custom development, OEM/ODM production, private labeling and custom packaging, return and refund terms vary depending on the type and status of the order.
Please review the following policy before placing an order. If you have questions about whether a specific order is eligible for cancellation, return, replacement or refund, please contact us before proceeding.
1. Ready-Stock Orders
Ready-stock products are supplied from available inventory and are primarily intended for B2B purchasing, trial orders and wholesale supply.
Once a ready-stock order has been processed, prepared for shipment or dispatched, we do not normally accept returns or issue refunds for reasons such as:
- Change of mind;
- No longer needing the products;
- Slow sales or changes in your sales plan;
- Ordering the wrong quantity, style, color or size;
- Personal preference after the products have been received.
If you need to change or cancel a ready-stock order before it has been processed or shipped, please contact us as soon as possible. We will review the request case by case. Cancellation or modification is not guaranteed once order preparation has started.
If ready-stock products have been customized with your logo, labels, tags, packaging or other brand-specific requirements, they will be treated as customized products and the custom-order terms below will apply.
2. Custom, OEM, ODM and Private Label Orders
Custom products are developed and produced according to customer-approved requirements. This may include product design and development, sampling, pattern development, material sourcing, size grading, logo application, labels, packaging and bulk production.
Because these products are made or prepared specifically for your project, custom, OEM, ODM and private label orders are not eligible for return or refund simply because:
- You change your mind after approval;
- Your sales plan or market demand changes;
- The products do not sell as expected;
- You later prefer a different design, material, color or specification;
- Information, measurements, artwork or specifications supplied or approved by you were incorrect.
Once materials have been arranged, branding has been prepared, or production has started, cancellation may no longer be possible. If you need to make a change, please contact us as early as possible so we can confirm whether the request can still be accommodated.
3. Sample Fees
A sample fee is required before custom sample development. Once the related bulk order is confirmed, the sample fee is refundable.
Additional development costs may apply if special materials, embroidery, printing, molds, accessories or other third-party processes are required. These costs will be discussed during the sampling process where applicable.
4. Manufacturing Defects and Order Problems
If you receive products with a suspected manufacturing issue or an order discrepancy, please contact us promptly so that we can review the situation.
Issues that may be reviewed include:
- Manufacturing or workmanship defects;
- Incorrect products or styles;
- Products that do not match the confirmed specifications;
- Incorrect logo, label or packaging application;
- Confirmed quantity shortages;
- Other material discrepancies between the confirmed order and the products received.
5. Information Required for a Claim
To help us review an issue accurately, please provide as much of the following information as possible:
- Order number or purchase reference;
- Product SKU, style number or product name;
- Affected quantity;
- A clear description of the issue;
- Clear photos and/or videos showing the issue;
- Photos of labels, packaging or shipping cartons where relevant.
Claims are reviewed against the approved sample, confirmed specifications, approved artwork, order details and available production or packing records.
6. Resolution of Verified Issues
If an issue is confirmed to have resulted from our production, preparation or order handling, we will work with you to provide an appropriate solution based on the nature and extent of the verified problem.
Depending on the circumstances, the solution may include:
- Remaking the affected products;
- Replacing the affected products;
- Providing a credit;
- Providing a full or partial refund where appropriate;
- Another mutually agreed resolution.
The appropriate solution will be determined after the issue has been reviewed. Submission of a claim does not automatically mean that a refund will be issued.
7. Customer-Provided Specifications and Approvals
Customers are responsible for reviewing and approving applicable samples, measurements, materials, colors, artwork, logos, labels, packaging and other specifications before bulk production.
If products are manufactured according to approved samples or confirmed specifications, a later change in preference will not normally be considered a manufacturing defect.
Problems caused by incorrect information, measurements, artwork or specifications supplied or approved by the customer are generally not considered factory quality issues.
8. Shipping-Related Damage or Loss
If you believe products were damaged or lost during transportation, please contact us promptly and keep the original cartons, packaging and relevant shipping evidence where possible.
Shipping-related cases will be reviewed based on the shipping arrangement, available evidence and the responsibilities of the relevant logistics provider. Where necessary, we will cooperate with you in reviewing the issue with the freight forwarder or carrier.
9. Returning Products
Please do not return products to us without prior written confirmation.
If a physical return is required after a claim has been reviewed, we will provide the appropriate return instructions. Responsibility for return shipping, replacement shipping or other logistics costs will be determined according to the cause of the issue and the agreed resolution.
10. Contact Us
If you have questions about an order, cancellation request, product issue or return eligibility, please contact us before sending any products back.
You can reach us through our Contact page.
Where applicable law provides rights that cannot legally be excluded or limited, those mandatory rights will continue to apply.