Refund policy

Effective date: September 29, 2026

Roam & Wag is operated by Pangu Online Limited ("we", "us", or "our"). This policy covers purchases from https://kewypx-cx.myshopify.com/. Contact our customer care team at info@panguonline.net or through https://kewypx-cx.myshopify.com/pages/contact.

1. Your rights come first

This policy includes our voluntary return offer and the process for resolving order problems. It does not exclude or shorten any non-waivable rights concerning defective, unsafe, misdescribed, undelivered or otherwise non-conforming goods. A product being on sale, opened, tried or used does not by itself remove those rights. We remain your point of contact even when a supplier or delivery partner fulfills your order.

2. Change-of-mind returns

You may request a return within 30 calendar days after you receive the item. For a change-of-mind return, the item must be unused, unwashed, unaltered, clean, free from pet hair and odors, and complete with its original packaging, tags and included parts. You may inspect the item as reasonably necessary to check its size and appearance without putting it into use. Please provide your order number or other reasonable proof of purchase.

These voluntary returns include ordering the wrong size or color when the item supplied matches the description and your order. They do not include products damaged through misuse, ordinary wear, or chewing after delivery, except where a product defect or an express product promise gives you a right to a remedy.

Change-of-mind returns are sent to our designated CJdropshipping warehouse in mainland China. We do not offer a US return address. You pay the international return postage for a change-of-mind return, which may be substantial and may exceed the value of a low-priced item. Contact us before sending anything: we will arrange return authorization and provide the exact warehouse address and any return reference for your order. Do not send a parcel to a CJ address found online or to the sender address on the original package. We do not charge a restocking fee or deduct the original free standard shipping cost. Necessary return postage for our error or a covered defect is handled separately under section 4.

3. How to request and send a return

Email us with your order number, the affected item and the reason for return. We aim to reply within two business days. Please obtain our return instructions before shipping, so the parcel reaches the appropriate destination. Do not use the sender address printed on the original parcel or send goods directly to a supplier unless we instruct you to do so.

For a voluntary return, send the item within 14 calendar days after we provide the instructions, or by any later date agreed with us. Delays in our response will not reduce your return period. Pack the item securely, retain proof of posting and use a trackable service where reasonably available. If a parcel goes missing, contact us so we can review the posting and delivery evidence. Failure to obtain a return reference does not remove a legal right to a remedy.

4. Damaged, defective, incorrect or incomplete items

Please contact us promptly after discovering a problem, ideally within 30 calendar days of delivery, to help preserve shipping and supplier evidence. This is a request for prompt reporting, not a deadline that overrides a longer legal warranty or claim period.

Include a description and, where reasonably available, clear photos of the item, shipping label and relevant packaging. We may request a short video if needed to understand a fault. We do not require an unboxing video as a condition of every claim and will consider reasonable alternative evidence. Do not continue using an unsafe item or recreate a dangerous fault for a photograph or video.

For a confirmed problem for which we are responsible, we will provide the remedy required by applicable law, which may include a replacement, refund or other appropriate resolution. A partial refund, store credit or replacement instead of a legally required refund will be offered only with your agreement. If return of the item is necessary, we will provide a prepaid standard return label or an agreed reasonable prepaid return arrangement. You will not bear necessary return postage for our error or a covered defect. We may resolve a claim without requiring a return where appropriate.

Damage limited to disposable outer shipping packaging does not normally justify a refund if the item itself is intact and as described. This does not apply when packaging is part of the purchased product or the damage affects safety, contents or product value as advertised.

5. Missing parcels and shipping delays

Contact us if a parcel has not arrived by the latest stated delivery estimate, has stopped progressing, or is marked delivered but cannot be located. We will review tracking, the delivery address and available carrier evidence. You may be asked to check with household members, building staff or the carrier, where reasonable. A delivered scan alone does not automatically resolve a disputed delivery claim, and a police report or an official stamped postal certificate is not an automatic prerequisite to every claim.

If goods are confirmed lost or were not delivered as agreed, we will provide the refund, replacement or other remedy required by law. An unresolved supplier claim will not postpone a refund that is already due to you. Your cancellation rights for unshipped, delayed orders are explained in our Shipping Policy.

6. Cancellations and changes

Contact us as soon as possible to request a change or cancellation. We can normally cancel a routine order before warehouse processing begins. Once processing or shipment has begun, an ordinary change-of-mind cancellation may no longer be possible; the return process may apply instead. We will confirm what we can do. This operational limit does not restrict your legal right to cancel a delayed or otherwise non-compliant order.

7. Refund amounts, method and timing

An approved full-item refund includes the amount actually paid for that item and the applicable tax. Discounts are allocated as they were applied to the purchase. For partial bundle returns, we will explain the refund calculation before you send anything back. Original standard shipping is free, so there is no original shipping charge to refund or deduct.

We will inspect a voluntary return promptly and aim to give a decision within five business days after receipt. We will explain any refusal by reference to this policy and the evidence. Approved refunds are issued to the original payment method within seven business days of approval, or sooner if required by law. Refunds legally required for cancellation of an unshipped order will be issued within the applicable statutory deadline, including seven working days where the FTC merchandise rule applies to the payment method used. A bank's posting time is separate from our obligation to issue the refund.

We will not require you to accept store credit in place of a refund you are entitled to receive. If the original payment method cannot receive a refund, we will work with you and the payment provider on an appropriate alternative. We do not impose a processing penalty for a valid refund request.

8. Exchanges, concerns and payment disputes

For a different size or color, request a return first; a separate purchase may be the quickest exchange route, subject to availability. Do not order a replacement at your expense if we are responsible for supplying a remedy without first contacting us.

We encourage you to contact us so we can resolve concerns. Nothing in this policy requires you to withdraw a payment dispute, surrender a cardholder right, keep a complaint confidential or remove an honest review to receive a remedy. Any refunds already issued will be taken into account to prevent duplicate reimbursement for the same amount.