Refund policy

Your complete satisfaction is our top priority! If you are not 100% satisfied with your purchase for any reason, we will gladly accept returns of packages within 7 days of the sale date and issue a refund.

All we ask is that the product is not used or expired, is in the same condition you received it, and is in the original box and/or packaging.

Refund Fees & Methods:

• Processing Fee: For refunds or cancellations requested due to customer error, change of mind, or incorrect information provided (e.g., incorrect prescription details), a 5% refund processing fee will be deducted from the total amount to cover non-refundable administrative and transaction costs.

• Store Credit & Promotions: For orders fully or partially paid via discount codes, partner offers, reward points, or store credit, refunds will be issued in the form of store credit (Paw Points), which can be used for future purchases at petproject.hk.

Return Shipping Arrangement

If you received a wrong or defective item from us, first of all, we really apologize, secondly, we'll cover the return shipping costs and send you the correct item asap. Don't forget, you only have 7 days to get in touch with us about your problem.

If you would like to return the product/s for any other reason, we are happy to take the product back while delivering your next purchase.

If you require us to pick up the products, we would ask you to bear the return shipping charges.

All return credits and refunds are processed as soon as possible upon receipt of the products back in our warehouse.