RETURN POLICY
1. Order Cancellation
We accept order cancellations under the following conditions:
Unpaid Orders
If your order has not been paid for, you may cancel it directly or contact us for assistance.
Paid Orders
Paid orders can be cancelled within 48 hours after placing the order for a full refund. Once an order has been processed, packed, or shipped, it can no longer be cancelled.
To cancel a paid order, please contact us as soon as possible at:
Email: service@tafficear.com
2. Return & Exchange Policy
We offer a 30-day return and exchange policy from the date you receive your pet carrier backpack.
Return Eligibility
To qualify for a return:
• The pet backpack must be unused and in original condition
• It must be returned in its original packaging
• The return request must be submitted within 30 days of delivery
• Proof of purchase is required
• All included accessories, inner cushion, straps, tags, and parts must be returned together
• Items returned without prior approval will not be accepted
Returns or exchanges may not be accepted if the pet backpack has been used, damaged, stained, washed, altered, or returned with missing parts.
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3. How to Request a Return or Exchange
Please email service@tafficear.com with the following information:
- Order number
- Item(s) to be returned or exchanged
- Product name or style, such as pet carrier backpack
- Reason for return or exchange
- Clear photos or videos if the item is damaged, defective, or incorrect
Once your request is reviewed and approved, we will provide the return address and return instructions.
Please send the item within 7 days after approval and share the tracking number with us after shipment.
4. Return Shipping Costs
Customer Responsibility
If the return is due to personal reasons, such as change of mind, wrong color or style selection, wrong size choice, or no longer needing the item, the customer is responsible for the return shipping cost.
Estimated return shipping cost may vary depending on package size, destination, and carrier.
Merchant Responsibility
If the pet carrier backpack arrives defective, damaged, or incorrect, we will cover the reasonable return shipping cost and provide a replacement, exchange, or full refund after review.
To help us process the issue quickly, please contact us within 7 days of receiving the item and provide clear photos or videos of the problem.
5. Refund Process
Once we receive and inspect the returned pet backpack:
• Refunds will be issued to the original payment method within 5 business days
• A confirmation email will be sent after the refund has been processed
• Actual arrival time may vary depending on your bank or payment provider
Refund Deductions
Partial refunds may apply if:
• The pet backpack is returned damaged due to misuse
• The item is returned used, stained, washed, or altered
• Original packaging, product tags, inner cushion, straps, or accessories are missing
• The returned item is not in a condition suitable for inspection or resale
6. Refund Delays or Missing Refunds
If you have not received your refund:
- Check your original payment account again
- Contact your bank or card provider, as processing times may vary
- If the issue is still unresolved, please email us at: service@tafficear.com
Please include your order number and return tracking information so we can assist you more quickly.
7. Contact Us
For all return, refund, or order inquiries about your pet carrier backpack:
📞 Phone: 852 2366 5088
📧 Email: service@tafficear.com
📍 Return Address: Shop 115, The Mills, 45 Pak Tin Par St, Tsuen Wan, Hong Kong