Effective Date: September 17, 2026
Introduction
CITY PET SHOP, operator of the e-commerce platform www.citypet-shop.com, is dedicated to delivering cozy, pet-safe small goods and accessories for cats and dogs that pass real pet testing before sale. This Refund and Returns Policy clearly outlines all the rules, processes, and eligibility criteria for returns and related compensation arrangements for all purchases made on our website, to protect the legitimate rights of both our customers and our business.
The most critical rule stated upfront is that we strictly do not accept refund-only requests under any circumstances. All customers who are not fully satisfied with their purchased pet products must complete the full product return process to be eligible for any corresponding compensation or processing arrangement, and we will never issue a full or partial refund for an order that the customer chooses to keep and not return the purchased items. We design this policy to ensure fair transactions for all our pet-loving customers, while also preventing unreasonable malicious claims that disrupt our normal operations. By placing an order on our website, you acknowledge that you have fully read, understood, and agreed to all terms in this policy.
1. General Return Eligibility
To qualify for our official return process, your return request must meet all the following criteria:
- You must submit your return application to our customer support team within 30 calendar days from the date you successfully receive your ordered pet products. Any request submitted after this 30-day window will not be accepted.
- The returned item must be kept in original, unused, undamaged condition, with all original tags, packaging, and attached accessories fully intact. Items that show signs of heavy use, fur stains, bite marks, modification by the customer, or obvious damage caused by human misuse are not eligible for return.
- Items that are custom-made, personalized with exclusive custom patterns or names for specific customers, or clearance sale items marked as non-returnable on the product detail page cannot be accepted for return, to protect the interests of all shoppers.
Our team will conduct a full, detailed inspection of every returned item after it arrives at our return warehouse, to confirm it fully meets our eligibility requirements. Any ineligible return will be sent back to your original delivery address at your cost, and no corresponding arrangement will be provided.
2. Strict No Refund-Only Rule Details
As clearly highlighted as our core policy, we never process any request for a refund where the customer retains full possession of the purchased product, regardless of the stated reason. There are zero exceptions to this rule, including but not limited to scenarios where a customer claims they do not need the product anymore, they have already given the product to their pet, they have partially used the product, or they claim minor dissatisfaction that does not affect normal use of the item.
If you submit a refund-only request without returning the product, our customer service team will politely but firmly inform you that this request cannot be processed under our policy, and guide you to complete the standard product return process if you are not satisfied with your purchase. Any attempt to submit repeated refund-only claims will result in your related account being marked for enhanced security review to prevent fraudulent activities that harm all our community members.
3. Standard Return Process
To complete your return smoothly, please follow the step-by-step process below:
- Contact our customer support team via our official email [email protected], or call us at +33 6 6262 7793, provide your order number, the specific product you intend to return, and the reason for the return. Our team will review your basic eligibility and send you a formal confirmed return authorization within 2 working days, along with the exact address of our designated return warehouse.
- Pack the product you intend to return securely with all original attachments, ship the package to the address we provided, and send us the tracking number of your return logistics so we can monitor the delivery status. For returns caused by our product quality defects or our shipping mistakes, we will provide you with a prepaid return label to cover the return shipping cost. For returns for personal reasons such as mismatch of preference, the customer will bear the corresponding return shipping fees.
- After we receive your returned package and finish passing our inspection to confirm the item is fully eligible, we will provide you with two optional arrangements: you can choose to exchange for another pet product of equal or higher value (paying the price difference if applicable), or get 100% of your original order amount credited as store credit that you can use for any future purchase on www.citypet-shop.com.
4. Special Circumstance Arrangements
If you receive a product that has obvious manufacturing quality defects confirmed by our inspection team, or if you receive a completely wrong item that does not match the product you ordered, we will cover all relevant logistics costs, and you can choose to exchange it for the correct fully functional product we originally promised, or get full store credit that does not have any expiration date. We will never ask you to keep the defective or wrong item and charge you any partial fee in related cases.
If you have any questions about this Returns and Refund Policy, you can reach our team at our office location 23 Rue Sedaine, 75011 Paris, France during our business hours, or contact us via email or phone at any time. Our team will respond to all your inquiries within 3 working days.