Return & Refund Policy

We want you to be satisfied with your purchase. This Return and Refund Policy applies to orders placed through howoll.com.

1. 14-Day Return Policy

You may request a return within 14 calendar days of the date your order is delivered.

Return requests submitted more than 14 calendar days after delivery may not be accepted.

Submitting a return request does not automatically guarantee approval. All returned products must meet the eligibility requirements stated below.

2. Return Eligibility

To qualify for a return, the item must:

• Be unused, unworn, unwashed, and in the same condition in which it was received.

• Be free from stains, odors, pet hair, dirt, scratches, damage, chewing marks, or signs of outdoor use.

• Include all original tags, accessories, manuals, components, and packaging.

• Be accompanied by the order number, receipt, or other valid proof of purchase.

Items that do not meet these requirements may be refused or returned to the customer without a refund.

3. How to Request a Return

To request a return, contact us within 14 calendar days of delivery at:

Email: service@howoll.com

Please include:

• Your order number.

• The name of the item you would like to return.

• The reason for the return.

• Clear photos or videos if the item is damaged, defective, incomplete, or incorrect.

If your return is approved, we will provide return instructions and the applicable return address.

Do not send products back without prior authorization. Unauthorized returns may not be accepted or refunded.

After receiving return authorization, you must ship the item within 7 calendar days. If the item is not shipped within this period, the authorization may expire and a new return request may be required.

4. Return Shipping Costs

For returns caused by a change of mind, sizing issue, incorrect customer selection, or another customer-related reason, the customer is responsible for return shipping costs.

For confirmed damaged, defective, incomplete, or incorrect items, Howoll will provide an appropriate resolution and cover reasonable return shipping costs when a physical return is required.

Original shipping charges, expedited shipping fees, customs duties, import taxes, and other delivery-related charges are non-refundable unless the return is caused by an error on our part.

We recommend using a trackable shipping service and keeping the shipping receipt until the return has been completed.

Howoll is not responsible for return packages that are lost, delayed, or damaged during return transit when the customer is responsible for arranging the return shipment.

5. Order Changes and Cancellations

Orders may be changed or canceled only before they have been processed or shipped.

To request an order change or cancellation, contact us as soon as possible at:

service@howoll.com

We cannot guarantee that a cancellation or modification request can be completed after an order has entered processing or fulfillment.

Once an order has been shipped, it cannot be canceled. After delivery, eligible products may be returned in accordance with this policy.

6. Pet Apparel Return Conditions

Pet apparel and wearable products—including jackets, vests, coats, raincoats, harnesses, life jackets, collars, and similar products—must meet all standard return eligibility requirements.

Pet apparel may be returned only when it is:

• Unwashed and unused.

• Free from pet hair, odors, dirt, stains, scratches, chewing marks, or damage.

• Free from signs of extended wear or outdoor use.

• Returned with all original tags, accessories, and packaging.

A brief indoor try-on for sizing is permitted only when the product remains clean, undamaged, and in resalable condition.

Products showing signs of washing, outdoor use, pet hair, stains, chewing, scratching, odors, alteration, or extended wear will not qualify for a refund.

Customers are responsible for reviewing the size chart and measuring their pet before placing an order. Please contact us before purchasing if you need assistance selecting a size.

7. Damaged, Defective, Incomplete, or Incorrect Items

Please inspect your order promptly after delivery.

Contact us within 14 calendar days of delivery if your order arrives:

• Damaged.

• Defective.

• Incomplete or missing an item.

• Different from the product or variation ordered.

Email service@howoll.com and include:

• Your order number.

• A clear description of the issue.

• Clear photos or videos of the product.

• Photos of the outer and inner packaging when applicable.

• Photos of the shipping label when applicable.

After reviewing the information, we may offer a replacement, refund, store credit, replacement part, or another appropriate solution.

Do not discard the product, accessories, packaging, or shipping materials until our customer service team has completed its review.

Normal wear and tear, misuse, accidental damage, damage caused by a pet, incorrect installation, improper storage, unauthorized modification, and failure to follow product instructions are not considered manufacturing defects.

8. Non-Returnable Items

The following items cannot be returned:

• Gift cards.

• Personalized or customized products.

• Products clearly marked as “Final Sale” before purchase.

• Used, washed, damaged, altered, or incomplete products.

• Products showing pet hair, stains, odors, chewing marks, scratches, dirt, or outdoor wear.

• Products returned without prior authorization.

• Products that do not meet the return eligibility requirements.

• Products returned after the applicable return period.

• Products purchased from another retailer or website.

A discounted product is not automatically considered final sale unless it was clearly marked as “Final Sale” on the product page at the time of purchase.

9. Exchanges

We do not currently offer direct exchanges.

To purchase a different size, color, variation, or product, you may request a return for the eligible original item and place a new order.

The new order is subject to current pricing, availability, shipping charges, and promotional terms.

10. Refund Process

Once the returned item has been received and inspected, we will notify you whether the refund has been approved or rejected.

If approved, the refund will be issued to the original payment method within 5–10 business days.

Your bank, credit card provider, payment processor, or other financial institution may require additional time to display the refund in your account.

Refunds are limited to the amount actually paid for the approved returned item.

Original shipping charges, expedited shipping fees, customs duties, import taxes, gift cards, promotional credits, and other non-refundable charges will not be included unless otherwise required by applicable law or the return was caused by an error on our part.

11. Partial Refunds or Rejected Returns

A return may be rejected or receive a reduced refund if the item:

• Is not returned in its original condition.

• Is missing tags, packaging, accessories, manuals, or components.

• Shows signs of use, washing, wear, damage, pet hair, stains, odors, chewing, scratching, or alteration.

• Was returned after the applicable return period.

• Was damaged because of inadequate return packaging.

• Does not match the product for which return authorization was issued.

We will contact you if a returned item does not qualify for a full refund.

12. Late or Missing Refunds

If more than 15 business days have passed since we confirmed that your refund was approved:

1. Check your bank or payment account again.

2. Contact your credit card company or payment provider.

3. Contact your bank, as processing delays may apply.

4. Email us at service@howoll.com if the refund still does not appear.

13. Return Address

Approved returns must be sent only to the return address provided by our customer service team.

The return address may vary depending on the product, order destination, inventory location, and fulfillment arrangement.

Do not return products to the address shown on the original package, our legal business address, or a fulfillment facility unless our customer service team has specifically instructed you to do so.

Products sent to an unauthorized address may be refused, lost, delayed, or ineligible for a refund.

14. Business and Contact Information

Store name: Howoll
Legal operator: HOWOLL INTERNATIONAL LTD

Business address:

Room 102, Building 1
Longquanwu Ecological Industrial Park, Miaoxi Town
Wuxing District, Huzhou, Zhejiang 313025
China

Customer service email: service@howoll.com

The business address above is not necessarily the applicable return address. Do not send returns to this address unless instructed to do so by our customer service team.

15. Contact Us

For questions about returns, refunds, cancellations, damaged products, or incorrect orders, contact:

Howoll Customer Service
Email: service@howoll.com