Return & Refund Policy

Refund & Return Policy

Scope.：This policy applies only to orders purchased directly from deroopypet.com.

1) Return Time

You must submit your return request within 30 days of the delivery date.

2) Return Eligibility (Defective Items Only)

We accept returns only for products with verified manufacturing defects. Returns for personal reasons (e.g., change of mind, dislike, wrong purchase) or for human-caused damage (including misuse, improper installation, drops, liquid ingress, or unauthorized firmware/hardware modifications) are not accepted.

To be eligible:

This defective product must be returned in its original packaging with all accessories, manuals, and inserts.

The product must remain in its original condition—no damage caused by misuse, drops, liquid ingress, improper installation, or unauthorized firmware/hardware modifications.

Please email us at support@deroopypet.com with the reason for your return. Returns must be accompanied by photos or videos demonstrating the quality of the product and stating the reason for the return.Only after our authorization (RMA) is issued may you send the product back; do not return any product without prior authorization.

Return shipping costs are borne by the customer. Use a trackable, insured service. Risk of loss/damage during return transit remains with the customer.

3) Inspection & Refunds

We will inspect the returned item upon receipt. This review typically takes 1–3 business days to confirm the return reason, and the final outcome will be determined and confirmed through our communication with you.

Refunds are issued only after we confirm the item meets the eligibility requirements above.

Once approved, refunds are processed to the original payment method within 5–7 business days (posting time depends on your bank/issuer).

4) Non-Quality Issues

Returns for non-quality reasons are not accepted.Please understand!

5) Items Damaged on Arrival / Wrong Item / In-Transit Damage

If your order arrives damaged, incorrect, or shows shipping damage, you must contact us within 7 working days of delivery with your order number and clear photos/videos (product, outer carton, and shipping label).

After verification, we will arrange an appropriate resolution (e.g., replacement or reshipment). Refunds are not offered for transit damage.

6) Exchanges

If, after testing, we confirm a quality defect, an exchange can be arranged.

For exchanges, round-trip shipping costs are borne by the customer. A replacement is sent after we receive and verify the returned product.

7) How to Start a Return (RMA)

Email support@deroopypet.com within 30 days and include:

Order number and purchase date

Description of the defect and troubleshooting steps tried

Photos/videos of the issue and of the packaging/label

Your contact details and return address

We will reply with your RMA and the correct return address.