Return and refund policy

At Cool Pet Grid, your satisfaction — and your pet’s comfort — are our top priorities.
If something isn’t quite right with your order, we’re here to help.

1. Return Eligibility & Timeframe

We offer a 30-day return policy, which means you have 30 days from the date you receive your item to request a return.

To be eligible for a return:

  • The item must be unused, unworn, and in the same condition as received
  • All original tags and packaging must be included
  • Proof of purchase (order confirmation or receipt) is required

2. How to Start a Return

To initiate a return, please contact us at:
support@coolpetgrid.com

If your return request is approved:

  • We will provide a return shipping label
  • You will receive detailed instructions on how and where to send your package

Important:
Items sent back without prior authorization will not be accepted.

3. Damages, Defects & Incorrect Items

Please inspect your order immediately upon arrival.

If your item is:

  • Defective
  • Damaged
  • Incorrect

Contact us right away at support@coolpetgrid.com, and we’ll evaluate the issue and make it right as quickly as possible.

4. Exceptions / Non-Returnable Items

The following items are non-returnable:

  • Perishable goods (including pet food, treats, or supplements)
  • Custom or personalized products
  • Personal care or hygiene items
  • Hazardous materials, flammable liquids, or gases
  • Original shipping fees paid at checkout

We also do not accept returns for:

  • Sale or clearance items
  • Gift cards

If you’re unsure whether your item qualifies, please contact us before submitting a return request.

5. Exchanges

We do not offer direct exchanges.

The fastest way to receive a new item is to:

  1. Return the original item (once approved)
  2. Place a new order separately

This ensures quicker processing and delivery.

6. European Union – 14-Day Cooling-Off Period

If your order is shipped to a country within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without providing justification. 

Returned items must:

  • Be unused and in original condition
  • Include original packaging and tags
  • Be accompanied by proof of purchase

7. Refunds

Once we receive and inspect your return:

  • We will notify you of the approval or rejection
  • Approved refunds will be issued to your original payment method within 10 business days

Please note:

  • Banks and credit card providers may require additional time to process and post the refund
  • If 15 business days have passed since approval and you have not received your refund, please contact us at support@coolpetgrid.com

8. Refused Shipments & Dispute Resolution

If you wish to cancel an order or request a refund, please contact us at support@coolpetgrid.com immediately.

Please do not initiate a chargeback with your bank, as this can significantly delay the refund process.
We are committed to resolving legitimate issues directly, fairly, and efficiently.

9. Late or Missing Refunds

If you haven’t received your refund yet:

  1. Check your bank account again
  2. Contact your credit card company — posting times may vary
  3. Contact your bank, as processing delays can occur

If you’ve completed all steps and still haven’t received your refund, please contact us at support@coolpetgrid.com.

10. Return Address

A return shipping label provided by us is required before sending any items.

Return Address:

Hong Kong Chengtong International Trading Co., Limited
Room 706
Haokeng Commercial Centre
2-16 Fa Yuen Street , Mong Kok
Hong Kong