Return and exchange policy
Return instructions
If after purchasing, you find that the product itself has factory defects, missing parts, or the wrong product model, please follow the steps below to return or exchange the product within "14 days" after receiving the product:
Do not try the product, keep the complete packaging of the product (including instructions)
Take pictures of missing and damaged parts
Please call 0800-000560 or E-mail (cs@lovepetfamily.com) to contact customer service and provide the following information:
After the photo is verified, we will take corresponding responsibilities and reissue or replace the product. We will deal with you as soon as possible within working days after receiving the letter.
The following situations cannot be used as a reason for product quality or defect returns. If you mind, please place an order carefully:
Due to the photo exposure and shooting angle, as well as the color displayed by almost every computer monitor, the product is subject to the actual product
Due to the softness and hardness of the material and the measuring method and tools used by each person, it is normal to have an error of about one to two centimeters
*Precautions for return and exchange*
Since this product is a contact product, in order to avoid contact with infectious diseases, the company is responsible for taking back the product and inspecting it. After confirmation, it will contact the customer and inform the delivery date. If the product is found to have been used, the packaging is damaged If it is incomplete, the company will have the right to refuse to return the product. Please carefully pay attention to the size of the applicable product before purchasing, so as to avoid the trouble and trouble of returning or exchanging the product in the future.
Need help?
Product and order issues
Product issues
Our store provides an appreciation period service that is superior to online shopping on the market. It introduces a "14-day appreciation period" and an unconditional return reason for "change of mind". The exclusive service of extending the appreciation period also reduces your time pressure.
The "14-day appreciation period" is 14 days starting from the day after you receive the product. After receiving the goods, please be sure to confirm whether the goods are correct during the appreciation period. If you have any questions, please notify customer service as soon as possible to apply for a return or refund, so as to avoid exceeding the 14-day appreciation period (and exceeding the 7-day appreciation period of the Consumer Protection Law) and affecting your rights. .
⚠️ The appreciation period refers to the hesitation period rather than the trial period. The product must be in a complete and restoreable state before it can be returned or refunded.
⚠️ Return shipping costs are borne by the merchant.
Within one year from the date of purchase (except for products that are not covered by warranty as indicated on the product page), you can enjoy after-sales service under the warranty for the main structure of the product. Consumable parts such as tires/seat fabrics and other software are not covered by the warranty.
If the following conditions occur during the warranty period, the company may choose whether to provide warranty services and charge maintenance fees/material parts fees/freight charges:
Those who do not use the product correctly according to the instructions or disassemble or modify the product by themselves.
Damage caused by scratches and bites from pets, defecation or external force,
Failure caused by overuse of consumable parts.
If the main structure of the product (such as the frame/car closing switch/cart handle) fails due to external force or improper human operation, material fees and freight will be charged.
There are currently no physical stores for sale. Stores that are already planning to collaborate on sales in the future will issue a notice to let everyone know if they are confirmed to start sales.
Currently, online ordering is the best price. In the future, if physical exhibitions are sold, the discounted price will be adjusted to the original price. Online ordering can enjoy "free home delivery" and "14-day unconditional appreciation period". Most products also offer " "Original one-year warranty". If there are any problems with the goods received, we will provide comprehensive after-sales service, so please order with peace of mind.
order problem
After logging in to your member account, you can check the order status and log in
If the order does not display the logistics tracking number, it means that the product is being prepared and waiting for delivery. Please wait patiently. You will be notified by email when delivery is completed.
Please use the "Message" window in the lower right corner to contact customer service, or join the LINE customer account @lpfclub and notify customer service. We will manually set the cancellation for you within 2 working days and apply for a refund simultaneously.
If you apply to cancel your order, customer service will also apply for a refund for you simultaneously.
． Credit card refund: It takes about 14-21 working days depending on each bank. If you apply for a refund after the consumer's credit card billing date has passed, the refund amount may be postponed to the next credit card bill.
． Bank remittance: including over-the-counter/physical ATM/online ATM, the remittance refund process will be completed directly by our company's finance department on the 10th/20th/30th of each month. No further notice will be given when the refund is completed.
Example: Apply for order cancellation on 2/14, and the remittance is expected to be completed on 2/20. (Bank transfers are credited to the account on the same day, and Chunghwa Post occasionally credit the account the next day.)