Refund policy
30-Day Return Policy
We have a 30-day return policy. You have 30 days after receiving your item to request a return.
Eligibility and Condition
For change-of-mind returns, items must be unused, clean, and in the same condition as received, with their original packaging, tags, and seals intact. This does not affect your rights if an item arrives damaged, defective, or incorrect.
Important Hygiene and Safety Policy
Used pet feeding or drinking products cannot be returned for a change-of-mind reason. This does not affect your rights if an item arrives defective, damaged, or incorrect.
Damaged, defective, or incorrect items
Please inspect your order when it arrives. If an item is defective, damaged, or incorrect, contact us promptly at support@oqelia.com with your order number and clear photos of the item. Do not return the item unless we instruct you to. We will review the issue and arrange an appropriate resolution under our refund policy.
Exceptions and Non-Returnable Items
The following items cannot be returned:
- Items must be unused and in their original condition and packaging to qualify for a change-of-mind return. This does not affect your rights if an item arrives damaged, defective, or incorrect.
- Gift cards
- Final sale items, where applicable
Exchanges
The fastest way to get the item you want is to return your current item. Once the return is accepted, you can place a separate order for the new item.
Change-of-mind returns
Eligible unused items may be returned within 30 days of delivery. Please contact us before sending anything back. If your return is approved, you are responsible for the return shipping cost to our designated return facility in China. International return shipping can be expensive. We will provide the return address and instructions after approving your request. Please do not send an item before receiving those instructions.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved or declined.
If approved, the refund will be issued automatically to your original payment method within 10 business days.
Your bank or credit card company may need additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved, contact us at support@oqelia.com.