Refund Policy
Refund Policy
Thank you for choosing Fido Fave! We are committed to providing high-quality pet grooming tools and excellent customer service. Your satisfaction is our priority.
30-Day Money Back Guarantee
If you are not completely satisfied with your purchase, you may request a refund within 30 days of receiving your order. Products must be unused, in original packaging, and include all accessories and documentation.
Refund Eligibility
To be eligible for a refund, the following conditions must be met:
- Products must be returned within 30 days of receipt
- Products must be in resalable condition (unused, undamaged, and in original packaging)
- All original accessories, manuals, and packaging materials must be included
- Proof of purchase (order number or receipt) is required
- Products must not show signs of use, wear, or damage
Non-Refundable Items
The following items are not eligible for refund:
- Used, damaged, or altered products
- Orders beyond the 30-day return window
- Sale, clearance, or promotional items (unless defective)
- Customized or personalized products
- Products without original packaging or missing accessories
How to Request a Refund
To initiate a return and refund, please contact our customer service team:
- Email: support@fidofave.com
Please include the following information in your request:
- Your order number
- Product name and SKU
- Reason for return
- Whether you prefer a refund or exchange
- Photos of the product (if applicable)
Our customer service team will respond within 1-2 business days with return authorization and shipping instructions.
Return Shipping
Defective Products or Shipping Errors: If you received a defective product or we made a shipping error, we will cover all return shipping costs. We will provide you with a prepaid shipping label.
Other Returns: For returns due to change of mind or other non-defect reasons, customers are responsible for return shipping fees. We recommend using a trackable shipping service to ensure your return reaches us safely.
Return Address: Our customer service team will provide the return address upon approval of your return request. Please do not send products back without prior authorization.
Refund Processing Time
Once we receive and inspect your returned item, we will process your refund according to the following timeline:
- Inspection: 2-3 business days after receiving the returned product
- Refund Processing: 5-7 business days after inspection approval
- Bank Processing: 3-10 business days for the refund to appear in your account (depending on your bank or payment provider)
Refunds will be issued to your original payment method. You will receive an email confirmation once your refund has been processed.
Exchanges
If you would like to exchange a product for a different size, color, or model, please follow these steps:
- Contact our customer service team to initiate a return
- Return the original product following our return process
- Place a new order for your desired product
This ensures you receive your new product as quickly as possible. If the new product is at a different price point, you will be charged or refunded the difference.
Damaged or Defective Products
If you receive a damaged or defective product, please contact us immediately with:
- Photos of the damaged product and packaging
- Description of the defect or damage
- Your order number
We will arrange for a replacement or full refund at no cost to you, including return shipping.
Quality Guarantee
All Fido Fave products come with a quality guarantee. If a product develops defects under normal use within the warranty period, please contact our customer service team. We will provide free repair, replacement, or refund as appropriate.
Cancellations
You may cancel your order before it ships by contacting our customer service team. Once an order has shipped, it cannot be cancelled, but you may return it following our standard refund policy.
Contact Information
If you have any questions about our refund policy or need assistance with a return, please contact us:
Fido Fave Customer Service
Email: support@fidofave.com
Address: Room 1201, Block B, Inventronics Building, No.459 Jianghong Road, Binjiang District, Hangzhou, Zhejiang, 310052, China
Our customer service hours are Monday-Friday, 9:00 AM - 6:00 PM (China Standard Time). We strive to respond to all inquiries within 24 hours.
This refund policy is effective as of March 2026 and applies to all purchases made through www.fidofave.com. We reserve the right to update this policy at any time. Any changes will be posted on this page.