Return & Refund Policy

1. Return Request Period

Request a return within 30 calendar days after delivery by emailing service@narqeli.com with your order number, product name, and reason. After we approve the request and send the complete return address and recipient details, send the return within 14 calendar days. That 14-day period starts only when the complete instructions have been sent.

Calendar days include weekends and holidays. The 30-day request window runs from delivery; the separate 14-day mailing window runs from the complete approval instructions, not from the first inquiry. Clearance items use the same rules; a clearance label does not remove remedies for a product problem.

2. Preference-Return Eligibility

These preference conditions do not restrict a claim about damage, defects, incorrect goods, missing parts, or a material difference from the description.

• Unused goods are eligible for a preference return when complete and clean.
• Opening packaging solely to inspect an item does not disqualify it.
• Assembly solely to inspect an item is accepted if there is no damage or pet use, all components are included, and the item is safely packed.
• Goods actually used by a pet or in the home are not eligible for a preference return. Stains, hair, odors, scratching, chewing, alterations, or other clear use marks do not meet the preference-return condition.
• Missing original packaging does not automatically disqualify a return. Use suitable protective replacement packaging.
• For missing components, we first establish whether they were absent from the original order or later lost. Original fulfillment shortages are our responsibility.
• There are no additional excluded product categories; the store does not offer customized, preorder, or made-to-order goods.

For animal-contact brushes, gloves, paw cleaners, rinsing accessories, and waste tools, inspection means checking the item, fit information, and supplied parts without bathing, grooming, paw cleaning, or waste handling. Actual animal, liquid-preparation, or waste use is outside the unused preference-return condition. This does not exclude remedies for an original defect or misdescription discovered during normal use.

Include supplied hoses, connectors, lids, inserts, heads, cables, and other components where applicable. Do not send animal waste, cleaning liquid, unrelated personal items, or an unsafe electrical component without instructions. If contamination or damage affects safe handling, tell support first so we can provide suitable instructions or another appropriate resolution.

3. How to Request a Return

Email service@narqeli.com with your order number, product name, and reason. For a product issue, include clear relevant photos where possible; do not send unrelated personal or payment information. We complete an initial review of after-sales requests within 1–3 warehouse business days and explain approval, the proposed solution, or the additional information needed.

Do not mail an item before receiving instructions. Keep a copy of the approval, complete return details, carrier receipt, and tracking until the case closes. The contact process does not limit a right that mandatory law allows you to exercise in another way.

4. U.S. Return Destination

All authorized returns are sent to a return destination in the United States. Customer support provides the complete U.S. recipient name, street address, city, state, ZIP code, telephone details where needed, and instructions together with the approval. The Chicago dispatch warehouse is not automatically the return destination. Do not send returns to the registered company address in China or to an address taken from a parcel label.

You are not required to ship an authorized return to China. The 14-calendar-day mailing deadline starts when we send the complete U.S. return information. If the instructions are incomplete, contact us; an incomplete address does not start that deadline.

5. Preference-Return Shipping and Charges

You pay return shipping for a preference-based return and choose a carrier providing tracking. We do not sell or provide a paid preference-return label. The original US$5.99 outbound shipping fee is not refunded on either full or partial preference returns. Approved preference refunds include the eligible product amount and corresponding refundable tax, subject to applicable law.

We charge no restocking fee, inspection fee, or other fixed return deduction. There is no automatic rejection solely because the original packaging is missing. If a returned item does not meet the condition described in your request, we explain the findings and proposed outcome rather than applying an undisclosed standard charge.

6. Damaged, Defective, Incorrect, or Misdescribed Goods

For damaged, defective, incorrect, incomplete, or materially misdescribed goods, we cover necessary replacement, exchange, and return shipping costs. We provide an appropriate free replacement or refund rather than requiring acceptance of a coupon or store credit. If return is required, we arrange prepaid return shipping or pickup; customers are not required to buy a return label for these issues.

Customer support decides whether a return is necessary for the particular issue. If required, we arrange a prepaid return or pickup. Keep affected components where safe and practical while we review the report; do not retain or use an unsafe item.

For a full refund caused by a product or fulfillment issue, we return the product amount, original order shipping charge, and corresponding tax. For a partial issue, we refund the affected product amount and corresponding tax. If the issue makes the whole order unusable, the full-order refund rules apply. We do not force acceptance of store credit or a coupon.

7. Missing Parts and Exchanges

If an order is missing components, we supply the missing parts free of charge. If we cannot complete the item or it cannot be used normally, we offer replacement or refund. If you want to exchange an otherwise correct item for a different size, color, or product, contact us first; the preference-return rules apply to the original item, and any new purchase is processed through the normal checkout. You do not need to make a new paid purchase to obtain a remedy for our product or fulfillment error.

8. Inspection and Refund Timing

We inspect an authorized returned item and email the result within 3 warehouse business days after receipt. Once a refund is approved, we initiate it to the original payment method within 1 warehouse business day. Bank or payment-provider posting time is additional and depends on that provider; initiating a refund does not mean the credit has already posted.

Refunds requiring no return are initiated within 1 warehouse business day after approval. Refunds use the original payment method. If that route fails, we work with the payment provider; we do not unilaterally convert the refund to shopping credit. Contact us with the order number if the provider’s usual posting period has elapsed without the credit appearing.

For the deadlines in this policy, warehouse business days mean Monday through Friday excluding U.S. federal holidays. Customer service remains available daily on the separately stated service schedule.

9. Lost Parcels and Non-Delivery

If delivery exceeds the estimated window, contact us with the order and tracking numbers. Within 1 warehouse business day after your report, we open a carrier inquiry; we provide the first investigation update within 3 warehouse business days and email further updates every 3 warehouse business days until resolution. If loss or non-delivery is confirmed, you may choose a free replacement or refund. If the parcel is still undelivered 10 warehouse business days after the last day of its estimated delivery window and there is no valid proof of delivery, you may choose replacement or refund without waiting indefinitely for the investigation.

We investigate reports that tracking says “Delivered” but the parcel was not received. We check the delivery address, delivery photos, signature information where available, and carrier records. A “Delivered” scan alone does not automatically defeat a claim. Confirmed misdelivery is resolved with your choice of free replacement or refund.

If you choose a full refund for confirmed loss or qualifying non-delivery of the entire order, we refund product charges, the original shipping charge, and corresponding tax. A partial missing-item refund covers the affected item and corresponding tax; a whole order made unusable is handled as a full-order issue.

10. Incorrect Address, Personal Refusal, or Failure to Collect

If a parcel is returned because of an incorrect address supplied by the customer, a personal-choice refusal, or failure to collect it, we can arrange a refund or reshipment after the goods return. Reshipment costs US$5.99. For a refund, the original US$5.99 outbound shipping charge is not refunded; we deduct only an actual carrier return charge that was disclosed to you in advance and can be supported by evidence. There is no penalty fee. If the problem resulted from our address-entry error, wrong goods, or damaged goods, we bear the related costs instead.

11. Cancellation and Order Changes

You may request cancellation before carrier pickup, including when warehouse preparation has begun. We immediately seek to stop an order that has been prepared but not handed over, and confirm the outcome after checking with the warehouse. If handoff is successfully stopped, we refund the product amount, shipping charge, and related taxes in full with no cancellation fee. Once the carrier has collected the parcel, direct cancellation is unavailable; we can review interception or the return process. An interception is not guaranteed.

A successfully cancelled order is refunded in full with no cancellation fee; the refund is initiated within 1 warehouse business day after cancellation is confirmed. “Already being prepared” alone is not a reason to reject a request; we check whether carrier handoff can still be stopped.

Address changes may be requested before pickup. Color, specification, and quantity changes can be made before warehouse release. Any increase requires your consent and formal order payment; any reduction returns to the original payment method. After pickup, carrier interception or address changes are not guaranteed. We prioritize requests during service hours and reply within 24 hours.

12. Contact and Mandatory Rights

Email service@narqeli.com or call +86 162 5738 9041. Customer support hours: 08:00–22:00 every day, China Standard Time (UTC+8), including weekends and holidays.

Nothing in these policies excludes or limits any mandatory consumer right, warranty, or remedy that applies to your purchase. Where applicable law requires a different outcome, charge, or deadline, that requirement takes precedence.