Return Policy
At sagvghy, we want customers to feel confident when shopping for their pets. If something is not right with your order, this Return Policy explains how cancellations, returns, damaged items, exchanges, and refunds are handled.
This policy applies to eligible purchases made through sagvghy.com.
1. Order Cancellations
If you would like to cancel an order, please contact us as soon as possible at:
Cancellation may be possible if the order has not yet entered fulfillment or been shipped.
Once an order has been processed for shipment or dispatched, we may no longer be able to cancel it. In that case, you may request a return after receiving the order if the product meets the conditions described in this policy.
If an eligible order is successfully cancelled after payment has already been collected, the applicable amount will be refunded to the original payment method.
2. Return Period
You may request a return within 14 days after receiving your order.
Return requests submitted after the 14-day period may not be accepted unless required by applicable law or the product qualifies under another applicable consumer protection right.
The return period begins on the date the product is recorded as delivered.
3. Return Eligibility
To qualify for a standard return, the product should generally:
- Be unused
- Be in its original condition
- Include the original packaging
- Include accessories, parts, manuals, or other components originally supplied
- Show no signs of misuse, damage, excessive wear, or unauthorized modification
- Be accompanied by proof of purchase or valid order information
Products returned in a condition that prevents them from being reasonably resold may not qualify for a full refund.
4. How to Request a Return
Do not send a product back before contacting our customer service team.
To begin a return request, email:
Please include:
- Your order number
- The email address used for your order
- The product you wish to return
- The reason for the return
- Photos where relevant
Our customer service team will review the request and provide the appropriate return instructions.
5. Return Address
The return destination may depend on the product, order, and fulfillment location.
For this reason, the registered business address of Sanhe Ruyi Technology Co., Ltd. should not automatically be used as a return address.
Please contact us first and wait for the confirmed return instructions.
Products sent to an unauthorized address may experience delays or may not be properly identified as part of your return request.
6. Damaged Products
If your product arrives damaged, please contact us as soon as reasonably possible.
To help us review the issue, please provide:
- Your order number
- Clear photographs of the damaged product
- Photographs of the packaging
- A short explanation of the damage
Please keep the product and packaging until our customer service team has completed its review.
Depending on the circumstances, we may provide an appropriate solution such as replacement, refund, or return instructions.
7. Defective Products
If a product appears to have a manufacturing defect or does not function as reasonably expected based on its description, contact us at:
Please describe the problem clearly and provide photographs or video where useful.
Our team may request additional information to determine the nature of the issue.
If the defect is confirmed, we will provide an appropriate resolution in accordance with this policy and applicable law.
8. Incorrect Items
If you receive a product that is different from the item shown in your order confirmation, please contact us promptly.
Please provide:
- Order number
- Photo of the product received
- Photo of the packaging or shipping label where relevant
Once the issue is verified, we will provide instructions for resolving the matter.
9. Missing Items
If your order appears to be missing an item, first check whether your order was shipped in more than one package.
Some orders may be fulfilled separately.
If all shipments have been delivered and an item is still missing, contact:
Please include your order number and details of the missing product.
10. Products That May Not Qualify for Return
Certain products may not be eligible for return where permitted by applicable law, including:
- Products that have been used extensively
- Products damaged after delivery through misuse
- Products returned without required components
- Products altered or modified by the customer
- Products that cannot be returned for hygiene or safety reasons once opened, where applicable
- Items clearly marked as final sale or non-returnable before purchase
This section does not limit rights that cannot legally be excluded.
11. Pet Hygiene Considerations
Because some pet products may come into direct contact with animals, food, water, fur, or bodily materials, hygiene considerations may affect return eligibility.
Where a product has been used in a way that creates a hygiene or sanitation concern, we may be unable to accept it as a standard preference-based return.
This does not affect claims relating to products that arrived damaged, defective, or incorrect.
12. Return Shipping Costs
For returns based on customer preference, incorrect size selection, or change of mind, the customer may be responsible for return shipping costs.
If the return results from a confirmed error on our part, such as:
- Incorrect product
- Confirmed product defect
- Product damaged before or during delivery
we will review the appropriate return-shipping arrangement as part of the resolution.
Please do not purchase return shipping until you have received instructions from our customer support team.
13. Exchanges
If you would like a different product, size, or variation, please contact us.
Availability of exchanges depends on current inventory and the condition of the original product.
In some cases, the simplest process may be to return the eligible product and place a new order.
Our customer service team will advise you of the available options.
14. Return Inspection
After an authorized return is received, we may inspect the product to confirm that it meets the applicable return requirements.
The inspection may consider:
- Product condition
- Packaging condition
- Included accessories
- Signs of use
- Whether the returned product matches the original order
After inspection, we will notify you regarding the status of your refund.
15. Refunds
If your return is approved, the refund will generally be issued to the original payment method used for the purchase.
The amount refunded will depend on the reason for the return and any applicable charges permitted under this policy and applicable law.
Once we issue the refund, your bank, card issuer, or payment provider may require additional time to process the transaction.
16. Original Shipping Charges
Original shipping charges may not be refundable for preference-based returns unless otherwise stated or required by applicable law.
If the return results from a confirmed fulfillment error, damaged product, or defective product, the treatment of applicable shipping charges may differ.
17. Partial Refunds
In certain circumstances, a partial refund may be considered where permitted by law, including when:
- A product is returned with missing components
- A returned product shows unnecessary use or damage
- Original packaging is materially damaged
- The returned condition differs substantially from the condition in which the product was delivered
Any adjustment will be based on the specific condition of the returned item.
18. Late or Missing Refunds
If you have received confirmation that your refund was issued but do not see it in your account:
- Check your payment account again.
- Contact your bank or card issuer.
- Ask your payment provider whether the refund is still processing.
Financial institutions may require several business days to post a refund.
If the refund still cannot be located after checking with your payment provider, contact:
19. Refused or Undeliverable Packages
If a package is refused, unclaimed, or returned because of an incorrect or incomplete address provided by the customer, additional handling or reshipping costs may apply where permitted by law.
If a package is returned to the sender, contact our customer service team so we can review the available options.
Specific delivery matters are addressed in our Shipping Policy.
20. Unauthorized Returns
Products returned without prior authorization may not be immediately identifiable or eligible for processing.
For the fastest handling of your request, always contact us before sending a product back.
21. Consumer Rights
Nothing in this Return Policy is intended to limit or exclude rights that consumers may have under applicable law.
If mandatory consumer protection rules provide you with additional return, refund, replacement, or warranty rights, those rights will continue to apply.
22. Changes to This Policy
We may update this Return Policy from time to time to reflect changes in our business practices, fulfillment procedures, or legal requirements.
The most current version will be published on:
sagvghy.com
Our Business Information
Store Brand: SAGVGHY
Operating Entity: Sanhe Ruyi Technology Co., Ltd.
Registered Address: No. 18, Tiankuo Residential Complex, Sanhe City, Langfang City, Hebei Province, China
Customer Service Email: service@sagvghy.com
Customer Service Phone: 0755-25623170
Phone Support Hours: 9:00 AMβ6:00 PM PDT