Returns & refunds

Last updated: 1 November 2026

The 60-day guarantee

If a product does not work for your pet, tell us within 60 days of delivery and we refund the purchase price. You do not need a reason, the original packaging or an unopened box. This sits on top of your statutory rights, which are not affected.

Because we ship from China, sending a parcel back is slow and expensive for everyone. So the route depends on what you bought — see below.

Supplements and consumables: keep them, we refund

Chews, powders, oils, softgels, pastes and water additives cannot be resold once they leave our warehouse, so we never ask you to send them back. We refund the item price and you can finish the tub or dispose of it responsibly — please do not flush it down the drain.

This applies whether the tub is full, half used or empty.

Beds, bowls, leads and other gear

• Under $60: no return needed. We refund and you keep the item — postage would cost more than the product.
• $60 and over: we may ask you to send it back to our warehouse in Zhengzhou so it can be checked and resold. We will confirm before you post anything.
• If you would rather not post it: on gear of $60 or more you can choose to keep the item for a 50% refund instead of a full refund with a return.

Damaged, wrong or missing

Email us a photo within 30 days of delivery. We replace the item or refund it in full, including the shipping you paid, and you do not need to return the damaged one. If a parcel arrives short, tell us within 14 days and we will ship the missing item at our cost.

How to start a refund

1. Email hello@jiayiglobal.com with your order number and what went wrong. No reason required.
2. We reply within one business day confirming the route — refund without return, or return instructions.
3. We issue the refund. Nothing else is needed from you unless we asked for a return.

Refund timing

Step	Timing
Reply to your request	Within 1 business day
Refund issued	Within 2 business days of approval
Refund appears on your statement	3–5 business days (card), up to 10 business days (bank transfer)

Refunds always go back to the original payment method. We cannot refund to a different card, account or person. Where the return is due to a fault, damage or our error we also refund the shipping you paid; for change-of-mind refunds we refund the item price and any tax paid.

Return shipping costs

• Faulty, damaged or incorrect: we pay all return postage, and we refund or replace before the parcel reaches us.
• Change of mind on gear of $60 or more: return postage to China is paid by you, or you can take the 50% keep-it option above.
• Import duty: any duty or tax we collected is refunded with the order. For duty charged directly by your customs authority, we will send the documentation you need to reclaim it.

Exchanges

Need a different size, flavour or formula? Email us and we will hold the replacement and dispatch it as soon as your request is approved — no need to wait for a refund and re-order. The same 60-day window applies.

Faults, defects and warranty

• Faulty on arrival: send a photo and we ship a replacement immediately, or refund in full if you prefer.
• Hardware warranty: two years on buckles, D-rings, zips and fittings of our gear; replacement parts are free, including postage.
• What is not covered: normal wear and chewing damage. Email us anyway — we will usually find a paid repair option.

Items we cannot refund

• Gift cards.
• Personalised or monogrammed items, unless faulty.
• Orders placed with a stockist or third-party marketplace — please contact that seller, as we can only refund orders placed on jiayiglobal.com.

Order cancellation

Orders can be cancelled free of charge any time before dispatch — email us with your order number. Once dispatched, the process above applies. EU and UK customers also have a statutory 14-day right to cancel from the day of delivery, and a model cancellation form is available on request.

Return address

Please do not post anything back without contacting us first — unauthorised parcels cannot be matched to an order and may be refused at customs.

Contact

Questions about a refund? Email hello@jiayiglobal.com or call +86 155 1778 2238, Monday to Friday, 9:00–18:00 GMT+8. We answer every email within one business day.