Return & Exchange Policy

Effective Date: December 25, 2025

Expiration Date: December 25, 2026

1. Return & Exchange Conditions

Customers are advised to check the condition of products upon delivery and may request a return or exchange immediately under the following circumstances:

  • The delivered product does not match the type or model specified in the order or on the website at the time of ordering.

  • The quantity or set of items is incomplete as per the order.

  • The product shows signs of external damage such as torn packaging, peeling, breakage, etc.

Customers must provide relevant documentation or evidence to verify the issue in order to complete the return or exchange process.

2. Timeframe for Notification and Product Return

  • Notification period: Within 48 hours of receiving the product, in cases of missing accessories, gifts, or product damage (e.g. breakage).

  • Return shipment period: Within 14 days of receiving the product.

  • Return location: Customers may bring the product directly to our office/store or send it via post.

3. Shipping Fee Policy

  • For cases where the product is incorrect or incomplete as per the order, Pro-Pet VN will cover all shipping costs.

  • In cases of damage during transportation (e.g., broken or torn packaging), Pro-Pet VN will work with the delivery partner to resolve the issue.

If you have any feedback or complaints regarding product quality or delivery services, please contact our Customer Support Hotline:

📞 0123.456.789