Refund Policy

We hope you and your pet are completely satisfied with the pet supplies you purchased from Clarelms, but you still have the right to a full refund in accordance with the law.

To protect the legal rights of Clarelms and all its customers, we have established the following refund policy for pet supplies including Pet Beds, Pet Mats, Dog Leashes, Pet Toys, and Pet Sofa Mats. Please read it carefully.

Return Period

You may apply for a return of pet supplies (including Pet Beds, Pet Mats, Dog Leashes, Pet Toys, and Pet Sofa Mats) within 30 days of receiving them.

Return Requirements

The pet supplies are undamaged, show no signs of use (e.g., no pet scratches, stains, hair residue, etc.), and meet the standards for resale.

Customers must provide clear and valid proof of purchase (e.g., order confirmation email or order number).

Goods must be returned in their original condition as received.

Return Shipping Costs

For returns or exchanges due to Clarelms's fault (such as sending the wrong product model, manufacturing defects in pet supplies—such as a broken pet bed, a malfunctioning leash clip, etc.), Clarems will cover the return shipping costs, and the customer will not be held responsible.

For returns/exchanges due to personal reasons (including but not limited to changing one's mind, choosing the wrong size/style/color of pet supplies, dissatisfaction with the appearance of the product, etc.), the customer will bear the return shipping costs.

Non-Returnable Items

Items showing signs of use (such as pet stains).

Items damaged (e.g., damage not caused by Clarelms).

Items beyond the 30-day return period.

Customized pet supplies (such as custom-sized pet beds, pet mats/sofa cushions with custom designs, etc.).

Special Note: Customized pet supplies returned due to personal reasons (such as incorrect size estimation, dislike of the design, etc.) are non-refundable. Customized items with manufacturing defects (such as damaged fabric, printing errors, etc.) rendering them unusable are eligible for return and refund, with Clarelms covering the shipping costs.

Return Process

Please send an email to our customer service team at service@clarelms.com to request a return. The email should include your order number, reason for return, and contact information.

Our customer service team will review your return request within 1-2 business days and provide you with feedback via email or phone.

If your return request is approved, we will provide you with a return address and detailed return instructions. Please pack the item carefully (we recommend using the original packaging to avoid damage during transport due to squeezing or collision) and return the item according to the return instructions.

Refund Processing Time

After receiving and confirming your return, we will process your refund within three business days. We will send you a refund confirmation email upon completion.

Refund Methods

Refunds approved by Clarelms will be returned solely to the original payment account used at checkout. Changing the refund account is not supported. Refund arrival time depends on your bank card processing speed, typically 3-7 business days, subject to actual arrival.

Exchanges

We do not currently offer direct exchanges. If you need to exchange pet supplies (e.g., changing pet bed size, pet mat color, etc.), please contact our customer service team to initiate a return process. Once the return is approved and the refund is completed, you can reorder the desired item on the platform.

Order Cancellation

If your order has not yet entered the processing stage (e.g., not yet prepared for shipment) within 24 hours of successful payment, you can apply for order cancellation.

Please send an email directly to service@clarelms.com to request order cancellation, indicating the order number and "Order Cancellation" in the email. Customer service will process your request promptly.

If the order has already been prepared for shipment or shipped, it cannot be cancelled. You can apply for a return after receiving the goods according to the refund policy above.

If you have any further questions regarding returns, refunds, or exchanges, please contact our customer service team at service@clarelms.com.