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

We accept returns for both defective and non-defective products under the following two circumstances:

(a) Return policy for defective merchandise:

We only accept returns for products that have been verified to have factory defects or quality issues.

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.

The 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 modifications.

(b) We also accept returns for new, unopened/unused products in their original packaging:

Products must be in their original sealed packaging and in new condition.

Any opened or used product is not eligible for return.

In both cases, return and replacement shipping costs (round-trip) are borne by the customer.
Please use a trackable, insured service. Risk of loss/damage during return transit remains with the customer.

To start a return, please email us at support@deroopypet.com
 with your reason and include photos/videos demonstrating the condition of the product. Only after our authorization (RMA) is issued may you send the product back; do not return any product without prior authorization.

3) Inspection & Refunds

We will inspect the returned item upon receipt. This review typically takes 1–3 business days. The final outcome will be 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).
For non-defective returns (i.e., new, unopened products), a restocking fee of 10% of the item's price may be deducted from your refund.

4) Non-Quality Issues

Returns for non-quality reasons other than brand-new unopened products are not accepted.

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.

Round-trip shipping costs are borne by the customer.

A replacement will be 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 or confirmation that the product is unopened/unused

Photos/videos of the product and packaging/label

Your contact details and return address

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

Important: Please do not send your return to the sender's address on your original shipping package. Returns must be sent only to the address we provide with your RMA authorization. We are not responsible for items sent to an incorrect address.