Returns

14 Days Returns

We believe in what we sell, so we always stand behind our products. Because we have searched high and low to find the best quality products at the best available prices, we are very excited to be given the opportunity to share our finds with you. If you encounter any issues with your products, such as receiving wrong or defective items, please don't hesitate to contact our Customer Experience Team at +852 96966200 via WhatsApp.

Returns Policy

  1. All returns/exchanges must be initiated within 14 days of purchase, including return transit time to our Ap Lei Chau flagship store.

  2. Please provide your invoice number, product name/barcode, and reasons for return/exchange.

  3. Returned/exchanged products must be unused, unopened, in good & resalable condition and in their original packaging.Shipping and handling charges are non-refundable.

  4. For health reasons, we cannot accept returns/exchanges of frozen foods, kibbles, supplements, and treats.

  5. Opened or partially used pet food/treat products, bags, crates, and beds are not eligible for return due to health and safety regulations.

  6. Clearance/on-sale items are non-returnable and non-exchangeable.

  7. Return shipping costs are at the customer's expense and non-refundable.

  8. Shipping and handling charges are non-refundable.

  9. Whiskers N Paws reserves the right to make final decisions.

  10. In case of a dispute, the company's decision shall be final.

  11. Whiskers N Paws monitors account activity and reserves the right to refuse transactions, assess fees, and/or close accounts based on order or return behavior.

To expedite the process, please send pictures/photos of the issue prior to contacting us. Reach out to us via WhatsApp (+852 96966200), and we'll guide you through the process.

Return Mailing Address

Whiskers N Paws
10/F, Horizon Plaza, 2 Lee Wing Street, Ap Lei Chau, Hong Kong

Return to Store in Person

Ap Lei Chau Flagship Store
10/F, Horizon Plaza, 2 Lee Wing Street, Ap Lei Chau, Hong Kong
10am - 6pm (weekdays) / 10am - 7pm (weekends and publish holidays)

The LOHAS Store
Shop 358, The LOHAS, Tseung Kwan O, N.T., Hong Kong
10am - 8:30pm (Daily)

Refunds & Processing Time

If your package arrives at Whiskers N Paws within the 14-day timeline specified above, your refund will be processed within 7 business days. You will be notified via email when this transaction has taken place. NOTE: Your bank may need extra time to process a refund after receiving the information from Whiskers N Paws.