Refund policy

Refund & Sample Policy (Wholesale / B2B)

Jerome Pets sells wholesale to businesses only; most orders are produced or consolidated to the buyer’s specifications, so standard retail return rules do not apply.

1. Samples before bulk

We strongly recommend samples before any bulk order. Sample fees are charged per item and are usually refunded against the first bulk order when the single-style bulk quantity reaches the agreed threshold. Sample shipping is paid by the buyer (or quoted DDP on request).

2. Quality control

Buyers may inspect the factory in China. Before shipment we share photos, QC reports and, for load-bearing hardware, load-test / salt-spray reports. Goods are approved for dispatch only after these checks.

3. Damaged or incorrect goods

If goods arrive damaged, defective or do not match the approved specification, notify us within 7 days of delivery with photos and the packing list / order number. Confirmed issues are resolved by replacement, credit or refund on a case-by-case basis.

4. Custom (OEM/ODM) orders

Custom-made goods produced to an approved sample or artwork cannot be cancelled or returned once production begins. Tooling/mold fees are non-refundable but secure your exclusive tooling.

5. Order changes & cancellation

Changes after deposit are accepted only if production has not started; costs already incurred are deducted from any refund.

Questions: email licunrui82@gmail.com or WhatsApp +1 415 230 9772 (Jerome Li).