Order Cancellation

You may request to cancel your order before the product is shipped or produced, and a full refund will be issued upon cancellation. Orders cannot be cancelled once the product has been dispatched.

We accept product returns. Customers have the right to apply for a return within 14 days after the product is delivered.
To be eligible for a return, your item must meet the following requirements:
The item must be unused and kept in the same condition as when you received it.
The item must be in its original packaging.
A receipt or proof of purchase is required to complete the return process.
Please contact our customer service to confirm the correct return address before sending the package, ensuring that the parcel is delivered to the right place.

Custom-made or personalized items are not eligible for the 14-day return and refund service.
If the return is initiated due to the customer’s personal reasons, the customer shall bear the corresponding shipping fee. The specific amount shall be subject to the charging standard of the courier company you choose.
If the received goods are damaged or incorrect due to our reasons, the customer is not required to bear the shipping fee for this return.
No restocking fee will be charged to customers for product returns.

Once your returned item is received and inspected, we will send you an email confirming the receipt, along with a notification on the approval or rejection of your refund application. If your refund is approved, the refund will be processed and automatically credited back to your credit card or original payment method within a certain number of business days.

If you have not received your refund for a long time, please follow these steps to check:
Double-check your bank account transaction details.
Contact your credit card issuer, as it may take some time for the refund to be officially posted.
Contact your bank, since refunds usually require a certain processing period.
If you have completed all the above steps and still have not received your refund, please contact us via email at powkiepetkitchen@gmail.com.

The return address can be obtained by contacting our customer service via email at powkiepetkitchen@gmail.com.

If any item is missing from your delivered package, please contact us within 48 hours after signing for the package. Please take clear photos of all the received items and the original packaging, indicate your name and order number, and send the information to us via the above email address. We are committed to resolving such issues as promptly as possible.