Refund Policy

Return & Refund Policy

General Policy

Due to the nature of our products, which often include consumables, health items, and accessories that come into direct contact with pets, we generally do not accept returns or offer refunds for custom items. If you choose the wrong size for your own reasons and want to exchange it, please contact our customer service email at service@aiitle.com

When Returns & Refunds Are Accepted

We will accept return requests and issue refunds or replacements under the following specific circumstances:

Damaged or Defective Items: If you receive an item that is physically damaged, defective, or not functioning as described upon arrival.

Shipping Issues: If your order is lost in transit by the carrier or if you never received your package (as confirmed by tracking information).

Incorrect Item Shipped: If we accidentally shipped the wrong item compared to what you ordered.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Please reach out to our customer service team at service@aiitle.com with the following information:

Your Order Number

The product name and the issue you are experiencing.

Photographic or video evidence clearly showing the damage, defect, or incorrect item.

Our team will review your request and provide further instructions. Returns will not be processed without prior authorization.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. For all returns, please pay the shipment fee. 

To start a return, you can contact us at service@aiitle.com. When we pass the review, we will send a confirmation letter of return to your email. Then you have three days to send out the products to be returned. Items sent back to us without first requesting a return will not be accepted. Also, we cannot accept returns on sale items or gift cards.
You can always contact us for any return question at service@aiitle.com.

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.

Non-Returnable Items

For health and safety reasons, we cannot accept returns or issue refunds for the following under any circumstances:

Used or washed bedding, apparel, harnesses, or collars.

Opened hygiene or grooming products.

Chewed toys or damaged items due to pet use.

 

Can I cancel or edit my order?

Since all orders will be processed immediately, please beware that you have up to 12 hours to edit your order after order confirmation. We cannot cancel or edit your order after this 12 hours window. Please contact our Customer Service team immediately at service@aiitle.com should you have any urgent requests.

Damaged or Incorrect Order

At AIITLE, we always try our best to ensure product quality and order accuracy. If you receive a damaged, faulty or incorrect product, don't worry! Simply take a photo and send it to us at  service@aiitle.com and we will quickly process the refund to your original account. However, if the product has no quality problems, the customer should pay for the return of postage, and the company only undertakes the return of products. Unfortunately, we cannot accept exchanges or refunds for products that fail to meet your expectations if they're not defective. 

Order Not Received

Your order will come with a tracking number. Our after sales team will keep monitoring the shipping status and notify you if the delivery is taking longer than usual. If you still haven't received your product after 6 weeks of ordering and the shipment status shows that your order has not yet arrived in the country of destination, we will send you a replacement order for free. 

 Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.