Returns & Exchanges Policy

Returns & Exchanges

At Iouyue, we prioritize your satisfaction and strive to provide a seamless shopping experience for you and your furry companions. If you're not completely satisfied with your purchase, we offer a straightforward returns and exchanges process to ensure your peace of mind.

1. 90-Day Hassle-Free Returns

We proudly stand behind the quality of our products and offer a generous 90-day return policy. This allows you to thoroughly evaluate your purchase and ensures ample time for any necessary returns or exchanges.

2. Applicable Scenarios for Returns & Refunds

  • Damaged or Defective Items: If you receive a damaged or defective item, or if the product does not meet your expectations in terms of quality, we will gladly accept returns or exchanges.

  • Incorrect Product Shipment: If you receive the wrong product due to an error on our part, we will arrange for a replacement or offer a full refund.

  • Change of Mind: If you decide that the item is not suitable for your needs, you may return it for a refund or exchange, subject to our conditions outlined below.

3. Steps for Customers:

  • Contact Customer Service: Reach out to our customer service team at luck@shoops.store to initiate a return or exchange request. Please provide your order details and specify the reason for return or exchange.

  • Await Authorization: Our team will guide you through the process and provide instructions for returning the item. Please wait for authorization before shipping the product back to us. We may also request additional information or photos to assist with your request.

  • Return Packaging: Ensure that the item is unused, in its original condition, and securely packaged in its original packaging. Include proof of purchase with your return shipment.

  • Return Shipping: If a return shipping label is provided, affix it to the package and drop it off at your nearest shipping location. If you're responsible for return shipping costs, we recommend using a trackable shipping method for added security.

4. Fee Policy:

  • No Handling Fees: We do not charge any handling fees for returns or exchanges.

  • Shipping Costs: If the return or exchange is due to reasons such as damaged or defective items, incorrect product shipment, or quality issues, we will cover the return shipping costs. However, if the return is due to customer preference (e.g., wrong size, color, or change of mind), the customer is responsible for return shipping costs. We recommend carefully reviewing product details and specifications before making a purchase to minimize the need for returns.

5. Return Address Confirmation:

Before returning the item, please contact our customer service team to confirm the return address. This ensures that your return is processed efficiently.

6. Processing Timeline:

Upon receiving the returned product, we will inspect it within 1 to 3 business days. Depending on your preference, we will either ship the replacement item or initiate a refund to the payment account used for the purchase.

Contact Us

If you have any questions or concerns regarding our returns and exchanges policy, or if you need assistance with a return or exchange, please don't hesitate to contact our customer service team at luck@shoops.store. We're here to assist you every step of the way and ensure your experience with Iouyue is nothing short of exceptional.

Company Name: SHARLOMAY LTD

Address: Agion Theodoron 6 Agios Athanasios, 4102, Limassol, Cyprus (non-return and exchange address)

Hong Kong office: HONG KONG HUANZHENG CO., LIMITED

Hong Kong office address: Room B, 5th Floor, Gallo Commercial Building, 114-118 Lockhart Road, Wan Chai, Hong Kong (non-return and exchange address)

Thank you for choosing Iouyue for your pet travel needs. We appreciate your trust and look forward to serving you again in the future. If you have any further questions or concerns, please don't hesitate to reach out to us. We're here to assist you every step of the way.