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Free Shipping for purchases over HKD $300

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Return Policy

Return and Exchange Methods

1. Product Appreciation Period

You have a 7-day product appreciation period starting from the day the product arrives (including holidays). This policy applies to most items, except:

  • Perishable food items with a short shelf life
  • Customized products
  • Current newspapers, periodicals, or magazines
  • Unopened audio-visual products or computer software
  • Game point cards
  • Opened personal hygiene products
If you wish to return a product, please contact our customer service within 7 days of receiving the item. Provide the following information:

  • Name
  • Order number
  • Contact number
  • Name of the product being returned
  • Reason for return and accompanying photos

Our customer service team will assist you with returns and exchanges.

Customer Service Email: cs@astermonpets.com

2. Return Instructions

Condition for Returns: Returned items must be unopened, unused, and undamaged by human factors. The 7-day appreciation period is intended for you to assess if the product meets your needs, not for trial use. Please retain all original packaging (including the outer box), as returns without the complete packaging will not be accepted.

Returns Cannot Be Accepted Under the Following Conditions:

  • The appreciation period exceeds 7 days.
  • The product has been opened, used, or damaged due to human factors (e.g., stains, malfunctions, wear, scratches).
  • The packaging is damaged or incomplete, or if the invoice and accessories are missing.
  • Malicious or bulk returns.

3. Return Process

  1. Contact customer service.
  2. Provide your order number, product name, reason for return, and photos.
  3. Confirm that the return is approved.
  4. Prepare the complete product and invoice.
  5. Provide your contact information and address for collection.
  6. Our logistics partner will arrange for the return.

4. Refund Instructions

  • Credit Card Payments: Upon confirming a successful return, the funds will be refunded directly to the original credit card account.
  • Cash on Delivery: After confirming a successful return, the refund will be transferred to the bank account you provide.

5. Exchange Instructions

Exchanged products must be unopened, unused, and undamaged by human factors. Please retain all original packaging (including the outer box), as exchanges will not be accepted without complete packaging.

6. Exchange Process

Once you and our store mutually agree to an exchange, please return the original order and place a new order. The company will only charge you for the difference or issue a refund if applicable. If there is no difference, no separate processing is required.