Eligibility for a standard return

For a change-of-mind return, a product should generally be unused and in substantially the same condition in which it arrived. Please retain its original packaging and any included accessories, instructions, or components. Proof of purchase is required.

How to request a return

Email service@bqjkaa.com with your order number, the item involved, and the reason for your request. Please wait for return authorization and shipping instructions before sending anything back.

Return destination

Our support team will provide the authorized return address for your specific order. The company contact address below is not automatically the return destination. Parcels sent without authorization or to an incorrect location may not be accepted.

Return shipping costs

For a change-of-mind return, the customer is generally responsible for return shipping unless applicable law requires otherwise. Original shipping charges are normally non-refundable unless the return results from our error.

Damaged, defective, or incorrect items

If your item arrives damaged, is materially defective, or differs from the product ordered, contact us promptly with your order number and clear photographs. Once the issue is confirmed, we will provide an appropriate remedy, such as a replacement, refund, or merchant-funded return solution. You will not be asked to pay return shipping for a confirmed error attributable to us.

Pet product considerations

For hygiene and safety reasons, an opened or used pet consumable or hygiene product may be ineligible for a change-of-mind return where this restriction was clearly stated on its product page and is permitted by applicable law. This does not limit rights relating to damaged, defective, or incorrect products.

Exchanges

Contact us before requesting an exchange. Depending on availability, we may arrange an exchange or ask you to return an eligible item and place a new order.

Refunds

After we receive and inspect an authorized return, we will notify you of the outcome. Approved refunds are issued to the original payment method, normally within 5–10 business days. Your bank or payment provider may need additional time to display the credit.

Order cancellations

Contact us as soon as possible if you need to cancel an order. An order that has not entered fulfillment may be eligible for cancellation. Once shipped, it is handled under this Return & Refund Policy.