Refund policy

Last updated: August 5, 2026

This Return and Refund Policy applies to purchases made through the SafiPet online store at https://safipet.com/. SafiPet is operated by FurEver Limited.

30-DAY RETURN WINDOW

We offer a 30-day return window. You have 30 calendar days from the date you receive your item to request a return.

To be eligible for a return, the item must be:

  • In the same condition in which it was received;

  • Unused and unworn;

  • Complete with its original tags, accessories and packaging; and

  • Accompanied by a receipt, order confirmation or other proof of purchase.

Items that do not meet these requirements may not be accepted for return.

HOW TO REQUEST A RETURN

To request a return, contact us at service@safipet.com and provide:

  • Your full name;

  • Your order number;

  • The item you want to return;

  • The reason for the return; and

  • Photographs or video if the item is damaged, defective or incorrect.

After reviewing your request, we will notify you whether the return has been approved. If approved, we will provide the applicable return address, return instructions and, where available, a return shipping label.

Returns sent without prior approval will not be accepted.

Please do not send returns to our registered business address unless we specifically instruct you to do so. The correct return location may vary depending on the product and fulfilment location.

RETURN SHIPPING COSTS

Returns for non-quality reasons

If you return an item because you changed your mind, selected the wrong product or size, ordered by mistake, or for another reason unrelated to a product defect or our error, you are responsible for the return shipping cost.

If we provide a prepaid return shipping label for a non-quality return, the cost of that label may be deducted from your refund. We will tell you the amount before you agree to use the label.

Returns for quality issues or our error

If the item is defective, damaged on arrival, materially different from its description, or if we sent you the wrong item, we will cover the reasonable return shipping cost or provide a prepaid return shipping label.

We will not charge a restocking fee for approved returns.

ORIGINAL SHIPPING CHARGES

Original shipping charges are generally non-refundable when an order is returned for a non-quality reason.

If the return results from a defective or damaged product, an incorrect item, or another error on our part, we will also refund the applicable original standard shipping charge.

Any expedited shipping upgrade selected by the customer may be non-refundable unless required by applicable law.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please inspect your order as soon as reasonably possible after delivery.

If an item arrives damaged or defective, or if you receive an incorrect item, contact us promptly at service@safipet.com. Include your order number and clear photographs or video showing the item, packaging and shipping label where relevant.

We will review the information and provide an appropriate resolution, which may include a replacement, refund or other remedy depending on the circumstances and applicable law.

NON-RETURNABLE ITEMS

The following items cannot be returned unless they are defective, damaged, incorrect, or applicable law requires otherwise:

  • Custom-made or personalized products;

  • Gift cards;

  • Products clearly marked “Final Sale” before purchase;

  • Used, worn, washed, altered or damaged items when the condition is not caused by a product defect or our error;

  • Items returned without their original components, tags or packaging where this prevents resale; and

  • Items returned more than 30 days after delivery without prior written approval.

If you are unsure whether an item is eligible for return, contact us before sending it.

EXCHANGES

We do not currently process direct exchanges.

If you want a different item, color or size, request a return for the original item. After the return is approved, you may place a new order for the preferred item.

A replacement provided for a damaged, defective or incorrect item is not treated as a standard exchange.

REFUNDS

After we receive and inspect your return, we will notify you whether the refund has been approved.

If approved, the refund will be issued to your original payment method within 10 business days after approval. Any disclosed return shipping deduction applicable to a non-quality return will be subtracted from the refund.

The time required for the refund to appear in your account depends on your bank, card issuer or payment provider and is outside our control.

If more than 15 business days have passed since we confirmed that your refund was approved, contact us at service@safipet.com.

Refunds will not be issued to a different payment method except where required by the original payment provider or applicable law.

ORDER CANCELLATIONS AND CHANGES

If you need to cancel or change an order, contact us as soon as possible at service@safipet.com.

We cannot guarantee that an order can be changed or cancelled after it has been submitted for processing or shipment. If the order has already shipped, you may request a return after receiving it, subject to this policy.

LOST OR UNDELIVERED ORDERS

If tracking shows that an order has not been delivered within the estimated delivery period, contact us at service@safipet.com so that we can investigate with the carrier.

If tracking shows the package as delivered but you cannot locate it, please first check the delivery location, household members, neighbors and the carrier. We will assist with a carrier investigation where appropriate.

This section does not limit any rights you may have under applicable law.

CONSUMER RIGHTS

This policy does not exclude, restrict or replace any mandatory consumer rights or remedies that apply in your country or region.

Where applicable consumer law provides rights that are more favorable than this policy, those legal rights will apply.

CONTACT INFORMATION

If you have questions about a return, refund or order, contact us:

Legal business name: FurEver Limited
Trade name: SafiPet
Website: https://safipet.com/
Email: service@safipet.com
Phone: +1 (701) 660-5566

Registered business address:
PORTION 1 OF UNIT NO.721A, 7/F, STAR HOUSE, NO.3 SALISBURY ROAD, TSIM SHA TSUI, KOWLOON, HONG KONG

Important: This registered business address is not automatically the return address. Always obtain return authorization and the correct return instructions before sending an item.