Politique de remboursement
Thank you for choosing Belinana! We're your trusted partner for premium pet supplies, dedicated to enhancing the lives of your furry, feathered, or scaled family members. Our QA team will check and make sure every single product is in its best condition before packaging them and send it to our customers. Our customer satisfaction is our top priority.
If you are not satisfied with your purchase, don’t worry you can apply for return and refund from us. Kindly contact our customer service team (service@belinana.com) in advance, we will assist you to process it. Thank you for choosing Belinana.
EXCHANGE POLICY
*For non-shipped orders
If your order has not been dispatched, and you want exchange for different color or size, as long as it is in stock, you can contact our customer service team to change it for you. (Only different option of the same item can be exchanged, other items cannot be exchanged)
*For shipped orders
If your order has already been dispatched, you can contact our customer service team to apply for a return after you receiving the product, and you can place a new order with us again to reduce your waiting time. This can shorten your waiting time and ensure that the products are still in stock.
RETURN POLICY
*14-Days return policy
If you are not satisfied with the product that you purchased from belinana, you can apply for return & refund within 14 days after receiving your item. Return shipping fees and custom fees are charged by customers.To be eligible for return, your item must be in the same condition as you received it, unused or undamaged, with the tags intact. The return package must be sent within 7 days of submitting the return application and the logistics tracking number must be provided to customer service. If it exceeds the deadline, your return application will be automatically cancelled.
*Specific Returns Conditions
Kindly check your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, please contact us and consult with photo, so that we can evaluate the issue and give you the best solution as soon as possible. If the return request is not due to the quality of the product, the return shipping fees and customs fees will be charged by customers.
*Note
Please note that the following are NOT considered quality issues:
- Natural material variations (e.g., grain in wood chews, texture of rubber toys, color differences in natural fibers).
- Pet’s rejection of the product (e.g., unwillingness to eat food/treats, disinterest in toys/beds, refusal to wear apparel).
- Damage from pet use or misuse (e.g., torn beds/scratch posts, chewed leashes/collars, broken toys from aggressive chewers).
- Owner dissatisfaction with fit/function (e.g., apparel/harness sizing, crate dimensions, bowl style, or compatibility with your pet).
*Important Exceptions
- Opened food/treats/medications: Cannot be returned due to safety and hygiene (unless sealed and defective).
- Used hygiene/sanitation items: Litter boxes, brushes, or grooming tools (non-returnable if opened).
- Electronics: Covered by manufacturer warranty only (e.g., automatic feeders, GPS trackers).
RETURN ADDRESS (KINDLY NOTE THAT)
Any address on the package will not be accepted as a return address, packages returned to a return address not authorized by customer service will not be returned and refunded. If you need a refund or return, kindly contact our customer service team (service@belinana.com) to obtain the correct return address before sending your return package.
RETURN PACKAGE TRACKING
After you send out your return package, do drop us an email with a photo of the parcel, and we will be in touch with you once it’s received and processed. Kindly ensure that you send us the traceable tracking number so it will reach us safely and timely.
ORDER CACELLATION
If you want to cancel the order and your order has not dispatched, you can contact our customer service team, we will respond to your needs as quickly as possible. Kindly note that we will not accept any cancellations if the order has already been dispatched. Thank you for your kind understanding.
REFUND POLICY
*For non-shipped canceled orders
For non-shipped canceled orders, the refund will be returned to your original payment account within 3-15 business days.
*For return orders
For return orders, we will apply for a refund for you as soon as possible after we receiving the return package and after checking the status of your return product’s condition. The refund will be returned to your original payment account within 3-15 business days.
CONTACT US
If you have further questions / issues, kindly contact us by email.
Email: service@belinana.com
Thank you for your patience. We hope to provide you with a pleasant shopping experience.