Refund policy

Refund and Returns Policy

Please read this policy carefully to ensure you are fully informed about your rights. We want you to feel confident and secure!

Before sending any product back for a return or exchange, we strongly recommend that you first contact our Customer Support Team via email at support@arkonpet.com for proper guidance on how to proceed.

Return Address: To initiate a physical return, you should mail your product to our international return facility at: Chen Jinlong (Company Mail), 4th Floor, Guangfuling Smart Science and Technology Innovation Park, Xinbao 3rd Street, Dalang Town, Dongguan City, Guangdong Province, China.

Returns Policy

Right to Cancel (Withdrawal): If you purchased a product through Arkon Pet, received it in perfect condition, and yet you are not happy with your purchase, you may request the cancellation of the purchase through our Customer Support Team via email: support@arkonpet.com.

However, please be aware of the rules below.

Deadline for cancellation: In accordance with the Consumer Contracts Regulations 2013, customers who make purchases online have a "cooling-off" period of 14 (fourteen) business days after receiving the product to register their withdrawal from the purchase.

Attention: The right of withdrawal is a reflection period. It aims to protect the consumer from aggressive commercial practices and from being unaware of the product purchased. However, this reflection period should not be confused with the possibility of "testing" or "using" the product extensively.

The desire to cancel must be immediately communicated to us, following these rules:

  • The merchandise must be returned via post, with shipping costs paid by the customer, to our international return facility: Chen Jinlong (Company Mail), 4th Floor, Guangfuling Smart Science and Technology Innovation Park, Xinbao 3rd Street, Dalang Town, Dongguan City, Guangdong Province, China.

  • The product must be returned in its original packaging, accompanied by all manuals and accessories.

  • The product must be returned accompanied by its proof of purchase (Order ID/Receipt).

  • The product must NOT show ANY signs of use, wear, or damage.

WARNING: Products returned outside of the specifications above will not be accepted and may be returned to the sender.

Refund of Values:

  • Credit/Debit Card: The refund may take up to 2 billing cycles to appear on your statement, depending on your card issuer.

ATTENTION: The refund is processed only after the receipt and inspection of the product(s) at our Distribution Centre. (The product must not show any signs of use).

NOTE: Any intention to cancel must be communicated to our Customer Support Team before sending the product(s) back. You must include a note with your Order ID inside the return package. Otherwise, the return may not be accepted.

Exchange Policy

Regarding Clothing and Footwear: We provide detailed measurements in centimetres for our products to prevent errors in size selection. According to standard retail practices and consumer regulations, while you have the right to return an item within 14 days, we do not offer direct "exchanges" for size issues due to stock logistics.

If you ordered the wrong size, the correct procedure is to return the item for a refund (under the Right to Cancel policy above) and place a new order for the correct size.

Defective Products

Product with Manufacturing Fault: Products sold by Arkon Pet are covered by a warranty against natural manufacturing defects.

How to request an evaluation of alleged manufacturing faults:

Returning the Merchandise:

  • The merchandise must be sent via post to our international return facility: Chen Jinlong (Company Mail), 4th Floor, Guangfuling Smart Science and Technology Innovation Park, Xinbao 3rd Street, Dalang Town, Dongguan City, Guangdong Province, China.

  • Return the product in the original packaging.

  • The customer must mandatorily forward the Proof of Purchase together with the product.

  • The customer must send a brief written description of the alleged defect referring to the complaint, clarifying how the product was used, frequency of use, etc.

ATTENTION: Products sent outside the specifications above will not be accepted for defect analysis and will be automatically returned to the sender.

Defect Analysis: The evaluation of defects will be carried out by our suppliers/specialists, from whom we will receive the final report of the exchange request. Average completion time: 15 business days after receiving the product.

Favourable Report for Exchange:

  • The customer will receive a replacement for the same product at the original address, without additional costs.

  • In the absence of the same model in stock, the customer will be communicated with and may choose another model for exchange among the options existing on the site, respecting the credit limit value.

  • If there is a price difference between the chosen product and the claimed product, payment of the difference must be arranged.

Unfavourable Report for Exchange: The product will be returned to the customer with the rejection letter/report, without the right to substitution. Reasons for rejection include:

  • Absence of defect (damage pointed out by the customer not found).

  • Evidence of inappropriate use of the product.

  • Evidence of accidental damage.

  • Natural wear and tear due to use.

  • Inadequate washing or maintenance of the product.

Automatic Cancellation by Arkon Pet

Automatic Purchase Cancellation: The cancellation of the order and release of the products acquired by the initiative of Arkon Pet will occur automatically in the following situations:

  • Impossibility of executing the debit corresponding to the purchase on the credit card.

  • Inconsistency of data filled in the order.

  • Absence of stock.

Restitution of values by initiative of Arkon Pet will occur in the following situations:

  • Impossibility of delivery: In view of the non-existence of the delivery address as indicated by the buyer, or its inaccessibility. In the impossibility of delivery for this reason, the product will return to our Distribution Centre, generating a refund by Arkon Pet of the values corresponding to the prices of the products (excluding freight costs).

  • Lack of stock: If the merchandise acquired by the buyer on the site is unavailable due to sales occurrences, there will be a refund of the values paid to the buyer through the same payment method used in the purchase. In these situations, the buyer will be communicated with.