Returns & Refunds
Thank You for Choosing VOGESK Pet Supplies!
To ensure you enjoy a worry-free cross-border shopping experience, we have formulated detailed return and refund rules. Please read the following content carefully.
1. Return Conditions
Time Limit
You may submit a return request within 7 days of receiving the product. Requests submitted beyond this period will not be accepted. We recommend checking the pet supplies (such as size, appearance, and basic functions) promptly after receipt to confirm they meet your needs and your pet’s usage requirements.
Product Condition
Returned pet supplies must be in brand-new, unused condition—with original tags, labels, and packaging intact. There should be no stains, scratches, damage, or signs of wear caused by use (e.g., pet hair residue, bite marks on toys, or scratches on grooming tools). All accompanying accessories (such as product manuals, small parts of pet gear, or free gifts included in the order) must be returned together. Failure to provide complete items may delay or affect the progress of your return application.
Fee Information
Quality Issues: If the product has non-human-caused quality problems (e.g., loose stitching on pet beds, defective zippers on pet carriers, printing errors on pet clothing, or damage to product parts), please contact us immediately at service@vogesk.com and attach clear photos or videos of the issue (showing the defect and the order information label). After our verification, we will cover all international return shipping costs and process a full refund for you.
Non-Quality Issues: For returns requested due to personal reasons (e.g., change of mind, incorrect size selection, or the product not matching personal expectations), the buyer shall bear all international return shipping costs.
2. Return Process
Step 1: Initiate the Return Request
Within the specified return period, send an email to service@vogesk.com with the subject line formatted as: “Return Request + Your Order Number”. The email must include the following information:
Order number (required, can be found in your order confirmation email)
Your full name and contact information (consistent with the order)
Detailed reason for return (e.g., “size mismatch for pet sweater” or “change of mind”)
Description of the product’s current condition (e.g., “unopened, with original packaging”)
Our customer service team will review your request and reply within 1–2 business days.
Step 2: Obtain the Return Address
After your return request is approved, we will send you the official return address (located in the United States, consistent with our shipping origin) via email. Please note: Do not send the product to any other address without confirmation, as this may result in loss of the item or failure to process the return.
Step 3: Ship the Returned Item
Choose a reliable international logistics service provider (we recommend options with mature cross-border shipping experience to ensure the item is delivered safely).
Opt for a trackable shipping method and consider purchasing shipping insurance to reduce the risk of loss or damage during transit (especially for fragile pet supplies like ceramic food bowls or electronic pet products).
After shipping the item, reply to our return confirmation email with the following information: logistics tracking number, name of the logistics company, and estimated delivery time. This helps us track the package and process your return faster.
Step 4: Inspection and Processing
Once we receive the returned goods, our warehouse team will complete the inspection within 3–5 business days (focusing on product condition, completeness of accessories, and whether it meets return standards).
If the return meets all criteria, we will initiate the refund process promptly.
If the goods do not meet the return requirements (e.g., signs of use, missing accessories, or damage caused by improper packaging), we will explain the specific reasons via email and return the goods to you using the original shipping method. The subsequent return shipping costs will be borne by the buyer.
3. Refund Processing
Refund Method
We will process the refund using the original payment method you used for the order (e.g., credit card, PayPal, or other payment platforms). If the original payment method is unavailable (e.g., expired credit card), our customer service team will proactively contact you to negotiate an alternative and secure refund method.
Processing Time
For returns due to quality issues: After the returned goods pass inspection, we will complete the refund processing within 1–3 business days.
For returns due to non-quality issues: After we receive the return shipping fee paid by you and the returned goods pass inspection, we will process the refund within 1–3 business days.
Please note: Due to the settlement cycle of cross-border payment platforms and bank processing procedures, the actual time for the refund to arrive in your account may be slightly delayed (usually 3–7 business days, depending on your payment institution). We appreciate your patience.
4. Important Reminders
Packaging Requirements: When returning items, please use sturdy packaging materials (e.g., cartons with buffer pads) to protect the product—especially for fragile pet supplies (such as glass water dispensers) or easily deformed items (such as soft pet beds). If the product is damaged during transit due to improper packaging, it may not meet the return standards, and we reserve the right to reject the return request.
Logistics Factors: International shipping may be affected by factors such as destination country customs policies, local holidays, or transportation peak periods, which may extend the delivery time of the returned goods. We recommend arranging the return shipment as early as possible within the 7-day return window to avoid missing the processing deadline.
Consultation Channel: If you have any questions about the return and refund process, please feel free to contact us via service@vogesk.com. Our customer service team will provide you with detailed answers and assistance within working hours.
