Refund and Returns Policy

1. Overview

At ATIDOHA.COM (“we,” “our,” or “us”), we are committed to providing high-quality pet products and reliable sourcing services for our B2B clients. This Refund and Returns Policy outlines the terms and conditions under which we accept returns, process refunds, or arrange replacements for products purchased through our platform.

This policy applies exclusively to business customers (wholesale buyers, distributors, and retailers) purchasing products for commercial purposes. It does not affect your statutory rights as a consumer where applicable.

2. Eligibility for Returns

We accept returns under the following conditions:

  • Defective or damaged products: Items that are faulty or damaged upon arrival (must be reported within 7 days of receipt).
  • Incorrect items: Products that do not match your order (wrong size, type, or quantity).
  • Quality issues: Products that fail to meet agreed specifications or samples (subject to verification).

Returns will not be accepted for:

  • Products that have been used, altered, or installed.
  • Items damaged due to improper handling or storage after delivery.
  • Products returned without prior authorization.
  • Perishable goods (e.g., pet food with short shelf life) unless defective.
  • Custom-made or personalized products (unless faulty).
  • Live animals (if applicable) due to health and safety regulations.

3. Timeframe for Returns

  • Notification period: You must notify us of any issues within 7 days of receiving the shipment. For hidden defects, notification must be made within 14 days of discovery.
  • Return shipping: Returned items must be shipped back to us within 14 days after we issue a Return Merchandise Authorization (RMA).

4. Return Process

To initiate a return, please follow these steps:

  1. Contact us: Email returns@atidoha.com with your order number, a description of the issue, and clear photos/videos showing the defect or damage.
  2. Receive RMA: Our customer service team will review your request and, if approved, provide you with a Return Merchandise Authorization (RMA) number and return shipping instructions.
  3. Pack and ship: Securely pack the items in their original packaging, include the RMA number on the outside of the package, and ship to the address provided.
  4. Inspection: Upon receipt, we will inspect the returned items within 5 business days and notify you of the outcome.

5. Refunds and Replacements

  • Refunds: If a refund is approved, we will process it to your original payment method (e.g., credit card, bank transfer) within 7 business days. Please note that payment processing times may vary depending on your financial institution.
  • Replacements: For defective or incorrect items, we offer replacements at no additional cost, subject to stock availability. If replacement is not possible, a full refund will be issued.
  • Partial refunds: In some cases, we may offer a partial refund for items that are not seriously damaged but have minor cosmetic issues, provided you agree to keep them.

6. Return Shipping Costs

  • If the return is due to our error (wrong item, defective product): We will cover the return shipping costs and arrange for a replacement or refund.
  • If the return is for other reasons (e.g., buyer ordered wrong item, no longer needed): The buyer is responsible for all return shipping costs. Original shipping charges are non-refundable.

For international returns, please clearly mark the package as “Returned Goods” to avoid customs duties. We are not responsible for any customs fees or import taxes incurred on returned shipments.

7. Damaged or Lost Shipments

  • Visible damage: If the package appears damaged upon delivery, please refuse the shipment or note the damage on the delivery receipt before signing. Contact us immediately with photos.
  • Concealed damage: If damage is discovered after opening the package, notify us within 48 hours of delivery with photographic evidence.
  • Lost shipments: If your order does not arrive within the estimated delivery time, please contact us so we can investigate with the carrier. Claims for lost shipments must be filed within 30 days of the expected delivery date.

8. Cancellation Policy

  1. Before shipment: You may cancel your order free of charge at any time before the items are shipped. Please email us immediately at orders@atidoha.com.
  2. After shipment: Once an order has been shipped, it cannot be canceled. You may return the items in accordance with this policy.

9. Exceptions

  • Bulk/wholesale orders: For large-volume orders, special return arrangements may be negotiated at the time of purchase. Please refer to your sales agreement or contract.
  • Seasonal or clearance items: These are sold “as is” and are not eligible for return unless defective.
  • Custom products: Returns are not accepted for custom-manufactured items (e.g., private label packaging) unless they deviate from the approved specifications.

10. How to Contact Us

If you have any questions about this policy or need assistance with a return, please contact our customer service team:

ATIDOHA.COM
Email: zt.jerry@hotmail.com
Phone: +86 18824603108
Business hours: Monday–Friday, 9:00 AM – 6:00 PM [Beijing Time]

We value your business and will do our best to resolve any issues promptly and fairly.

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