🔁 Return & Exchange Policy – Hassle-Free Return Process

Effective Date: July 10, 2025
At Pro-Pet VN, customer satisfaction is our highest priority. We strive to ensure that every order you receive is exactly what you expected — in quality, quantity, and packaging. However, we recognize that in rare cases, issues may arise during order processing or shipping. This policy outlines your rights and our commitments when it comes to returns and exchanges, ensuring that your experience remains safe, fair, and stress-free.

✅ 1. Return & Exchange Conditions

We accept return or exchange requests in the following situations:

  • The product received is incorrect in terms of type, size, flavor, or specifications compared to your order on https://propetvn.com.

  • The quantity is incomplete, or a full set is missing components, accessories, or promotional gifts.

  • The product is visibly damaged upon delivery, including signs such as torn or dented packaging, broken containers, leakage, mold, or foul odor.

In these cases, you are eligible for a free return or exchange, subject to verification and approval from our Customer Support team.

Required Documentation:

To help us resolve your case promptly, please provide the following:

  • A copy of your purchase invoice, order number, or confirmation email.

  • Photos or videos showing the issue clearly (product label, packaging, visible damage, missing parts).

  • A brief explanation describing the problem for our assessment team.

⚠️ Important Note: All returned products must be:

  • In unused condition, unopened and unconsumed

  • With original packaging, including labels, barcodes, and seals intact

  • Accompanied by all included accessories or gifts

We reserve the right to refuse returns that do not meet these criteria.

⏱️ 2. Notification & Return Timeframe

To ensure a fast and fair process, customers are kindly asked to follow the timeline below:

🕒 Notification Period:

  • Notify our customer service within 48 hours from the time of delivery if you notice any error or damage.

  • Late notifications beyond this window may result in denial of the return request.

🚚 Return Window:

  • You may return or exchange the product within 14 days of receiving it.

  • Returns can be made:

    • By visiting our office directly, or

    • By sending the product to us via postal/courier services.

📍 Return Address:

Pro-Pet VN – Customer Returns
262 National Road 13, Hiep Binh Chanh Ward,
Thu Duc City, Ho Chi Minh City, Vietnam

Please ensure the return package is securely packed to prevent further damage during shipping.

🚚 3. Shipping Fee Policy

We are committed to making the return process fair and transparent.

  • If the product is incorrect, incomplete, or defective, Pro-Pet VN will cover 100% of the shipping costs for both return and redelivery.

  • For products damaged during transit, we will collaborate with our shipping partners to handle the issue and arrange free replacement or refund where appropriate.

  • In cases where the return is made due to the customer’s personal preference or decision to cancel (e.g. change of mind, ordering wrong item), return shipping costs may be the customer’s responsibility.

📝 We strongly recommend customers use a trusted delivery service with tracking when returning items.

🧑‍💼 4. Contact for Feedback & Support

Our customer service team is always ready to assist you. If you have any problems, concerns, or feedback related to your return or exchange, please don’t hesitate to contact us:

📞 Customer Support Hotline: 0911.641.948
✉️ Email: info@propetvn.com
🌐 Website: https://propetvn.com

Operating hours: Monday – Saturday, 8:00 AM to 6:00 PM

You can also reach out via our contact form on the website for assistance outside working hours. Our support team will respond as soon as possible.

🎯 Our Commitment

At Pro-Pet VN, we take pride in providing only authentic, high-quality products for your pets. We carefully inspect every item before shipping, and we are dedicated to resolving any rare errors quickly and professionally.

We understand that pets are family, and you deserve peace of mind when shopping for their needs. This is why we’ve built a clear and fair return policy to protect your interests.

Thank you for trusting us to care for your beloved pets. We look forward to serving you better every day.

Pro-Pet VN – Trusted Quality for Your Beloved Pets