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          Return & Refund Policy

          At Endearpaw, we want you to be satisfied with your purchase. If you are not completely happy with your order, please review our Return and Refund Policy below.

          1. Return Eligibility

          You must submit your return or refund request within 14 days of receiving your order. Requests submitted after this period may not be accepted.

          To qualify for a return, items must generally be unused, in their original condition, and returned with their original packaging, tags, and accessories where applicable. We reserve the right to decline returns that do not meet these conditions, subject to applicable law.

          For hygiene and safety reasons, certain pet products may not be eligible for return once opened or used, unless the item is defective, damaged, incorrect, or otherwise eligible for return under applicable law.

          2. How to Request a Return

          Before returning any item, please contact our customer service team through the contact information provided on our website.

          Please include the following information in your request:

          • Your order number

          • The item you wish to return

          • The reason for the return

          • Photos of the item, if it is damaged, defective, or incorrect

          Please wait for our return instructions before shipping any item back. Returns sent without prior authorization may not be accepted.

          3. Return Shipping Address

          Approved returns should be sent to the following address in China. Please contact our customer service team and obtain return instructions before shipping your item.

          Return Address:
          Room 405, Building 16, Jinshanyuan Phase I, Qinchuan Subdistrict, Changshu City, Jiangsu Province, China

          Phone Number: +86 15162581774

          Please include your order number with your returned item so that we can identify and process it correctly.

          Customers are responsible for ensuring that returned items are properly packaged and shipped to the designated address. Please retain your return tracking number and shipping receipt until your return has been processed.

          4. Return Shipping Costs

          Customers are generally responsible for return shipping costs. Endearpaw does not normally cover the cost of shipping items back to our return address in China.

          Please consider the shipping costs and delivery time before sending a return. We recommend using a trackable shipping service, as we cannot guarantee that we will receive an item returned without tracking information.

          If an item arrives damaged, defective, or incorrect, please contact our customer service team with your order details and supporting photos. We will review the situation and determine an appropriate resolution in accordance with applicable law.

          Original shipping fees, if any, are generally non-refundable unless otherwise required by applicable law or agreed upon by our customer service team.

          5. Refunds

          Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

          Approved refunds will generally be issued to the original payment method. Processing times may vary depending on your payment provider or financial institution.

          If your refund is approved, please allow additional time for the funds to appear in your account. Endearpaw is not responsible for delays caused by banks, card issuers, or payment service providers.

          If a return does not meet the applicable eligibility requirements, we may decline the refund, subject to applicable law.

          6. Damaged, Defective, or Incorrect Items

          If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible after delivery.

          Please provide your order number, a description of the issue, and clear photographs of the item and its packaging where appropriate.

          Depending on the circumstances, we may offer a replacement, refund, or another appropriate solution in accordance with applicable law. Please do not return the item until you have received instructions from our customer service team.

          7. Non-Returnable Items

          Certain items may not be eligible for return, including:

          • Products that have been used or damaged through improper use

          • Pet products that cannot be resold for hygiene or safety reasons after being opened or used

          • Items missing essential components, accessories, or original packaging where these are required for a valid return

          Exceptions may apply to defective, damaged, or incorrect items and where required by applicable law.

          8. Exchanges

          If you need a different item, please contact our customer service team to discuss the available options.

          Exchanges are subject to product availability and may require you to return the original item first. Customers are generally responsible for return shipping costs unless otherwise required by applicable law or agreed upon by our customer service team.

          9. Order Cancellations

          If you wish to cancel an order, please contact us as soon as possible. We cannot guarantee cancellation once an order has been processed or shipped.

          Orders that have already shipped may need to follow the return procedure described in this policy. Any refund for a canceled order will be processed in accordance with the applicable circumstances and legal requirements.

          Email: contact@endearpaw.com

          Company: STARVEE (HONG KONG) COMMERCE LIMITED

          Monday – Friday
          9:00 AM – 6:00 PM (EST)