Effective Date: April 17, 2026

This Shipping / Refund Policy applies to purchases made from FILPET through our website and related services operated by FILPET GLOBAL LIMITED ("FILPET", "we", "us", or "our").

By placing an order with FILPET, you agree to this Policy together with our Terms of Service and Privacy Policy.

1. Order Processing

We aim to process orders within a reasonable time after payment is successfully completed.

Processing times may vary depending on:

• product type

• whether the item is in stock, made to order, preorder, or part of a subscription

• order volume

• warehouse and fulfillment capacity

• customs or export requirements

• public holidays or force majeure events

Estimated processing or shipping times shown on the website are for reference only unless we expressly state otherwise. Under Hong Kong consumer guidance, refund and return arrangements should be made clear and reasonable, especially where returns are warranted by the seller’s terms.

2. Shipping Regions

At this time, FILPET is available for shipping within the United States only.

We are building local warehouse and fulfillment capabilities to support future expansion. Additional countries and regions will be opened gradually over time.

3. Shipping Charges, Duties, and Taxes

Shipping fees, import duties, taxes, customs charges, and related fees may or may not be included at checkout, depending on the destination and the shipping method offered.

Unless expressly stated otherwise at checkout:

• shipping fees are charged separately where applicable

• import duties, taxes, customs clearance fees, and local handling charges are the customer’s responsibility

• delivery carriers or local authorities may require additional payment before delivery

4. Delivery Estimates

Delivery dates are estimates only and are not guaranteed unless expressly stated by FILPET in writing.

Delays may occur due to carrier disruptions, customs inspections, severe weather, address verification issues, regional restrictions, peak season congestion, or other events outside our reasonable control.

FILPET is not responsible for shipping delays caused by third-party carriers or customs authorities, but we will make reasonable efforts to assist where appropriate.

5. Shipping Address and Customer Responsibility

You are responsible for providing a complete and accurate shipping address and contact information at checkout.

If an order is delayed, returned, lost, or misdelivered because of:

• an incorrect or incomplete address

• an incorrect phone number or email

• failure to receive or sign for the parcel where required

• refusal to cooperate with customs clearance or local delivery requirements

then FILPET may be unable to offer a full refund.

If a returned parcel can be resent, you may be required to pay the additional shipping and handling cost.

6. Risk of Loss and Delivery Completion

An order will generally be considered delivered when it is marked as delivered by the relevant carrier to the shipping address provided at checkout, unless local law requires otherwise.

Under Hong Kong’s Sale of Goods Ordinance, sale-of-goods contracts are recognized in law and certain implied terms may apply depending on the circumstances.

For disputes involving marked-as-delivered parcels, FILPET may require reasonable evidence and may ask you to first check with household members, building staff, neighbors, or the local carrier.

7. Damaged, Defective, Incorrect, or Missing Items

If you receive an item that is damaged, defective, incorrect, or missing, please contact us at support@filpet.co within 7 days after delivery.

Please include:

• your order number

• a description of the issue

• clear photos or videos of the product, packaging, and shipping label where applicable

If FILPET determines that the issue is valid, we may, at our discretion and subject to applicable law:

• replace the item

• resend the item

• provide store credit

• issue a full or partial refund

Nothing in this Policy is intended to exclude rights that cannot lawfully be excluded. Hong Kong law limits the extent to which sellers can exclude liability for certain breaches or implied terms.

8. Change-of-Mind Returns

Unless otherwise stated on the product page, checkout page, or a campaign-specific page, FILPET does not generally accept returns or refunds for change-of-mind reasons, including where:

• you no longer want the item

• you ordered the wrong item

• your pup’s preference changed

• you changed your mind after purchase

• you forgot to apply a discount code

• you found a lower price elsewhere

Hong Kong consumer guidance notes that once a transaction has been completed, a trader is generally not obliged to refund a difference simply because the consumer later finds a lower price elsewhere, unless the trader has promised to do so.

However, FILPET may choose to review individual requests in good faith on a case-by-case basis.

9. Non-Returnable Items

Unless required by applicable law or expressly approved by FILPET, the following items are generally non-returnable and non-refundable once sold or shipped:

• opened or used pet care products

• hygiene-sensitive products

• personalized or customized items

• limited preorder items

• digital products or digital entitlements

• credits, reward balances, or promotional entitlements

• gift cards, if any

• items marked as final sale

10. Preorders

From time to time, FILPET may offer preorder items.

By placing a preorder, you acknowledge that:

• the product may not be ready for immediate shipment

• the displayed timeline may be an estimate only

• product details, packaging, included items, or shipping windows may change within a reasonable range before fulfillment

If FILPET materially cannot fulfill a preorder, we may cancel the preorder and issue an appropriate refund for the unfulfilled item.

11. Subscription Orders and Recurring Boxes

If FILPET offers subscriptions or recurring boxes, billing dates, renewal timing, shipment windows, box contents, unlock conditions, credits-related rules, and cancellation deadlines may be described on the relevant checkout page, subscription page, FAQ, or product page.

Unless otherwise stated:

• subscription charges are billed according to the plan selected at checkout

• cancellation will apply prospectively and will not automatically refund charges already processed

• orders already processed, packed, or shipped may not be cancellable

• box contents, bonus items, and configurations may vary over time

If you wish to cancel a future renewal, please follow the instructions in your account or contact support@filpet.co before the applicable billing cut-off.

12. Refused, Unclaimed, or Undeliverable Parcels

If a parcel is refused, unclaimed, abandoned, or returned to sender because of customer-related reasons, including failure to pay import charges or failure to cooperate with delivery, FILPET may deduct from any refund:

• original shipping costs

• return shipping costs

• customs charges

• handling or restocking costs where reasonable

In some cases, no refund may be available if the parcel is destroyed, abandoned, or not successfully returned to us.

13. How Refunds Are Issued

If a refund is approved, FILPET will generally issue the refund to the original payment method unless otherwise required by law or otherwise agreed.

Refund timing may vary depending on:

• the payment provider

• bank or card issuer processing times

• platform processing times

• whether the refund is full or partial

• whether the return item has been received and inspected

Original shipping fees are generally non-refundable unless:

• the product was defective

• the wrong item was sent

• the order could not be fulfilled by FILPET

• applicable law requires otherwise

14. Chargebacks and Payment Disputes

If you believe a charge was made in error, please contact us first at support@filpet.co so we can try to resolve the issue.

If a chargeback or payment dispute is initiated, FILPET reserves the right to provide relevant order, tracking, usage, and communications records to the payment processor or dispute platform as permitted by law.

Where a refund has already been issued, or where the dispute is found to be abusive or fraudulent, FILPET may suspend related accounts or future ordering privileges.

15. Promotions, Gifts, and Bundles

If an order included:

• promotional discounts

• free gifts

• bundle pricing

• introductory offers

• subscription incentives

then any refund may be adjusted to reflect the actual retained value of the items kept, the loss of bundle eligibility, or the value of any promotional benefit already used, to the extent permitted by law.

16. Safety, Product Use, and Care Expectations

FILPET products are intended to be used in accordance with the instructions, cautions, and intended use stated on the product packaging or website.

We are not responsible for issues arising from misuse, improper storage, unauthorized modification, or use inconsistent with product instructions.

Nothing in this Policy excludes liability that cannot lawfully be excluded, including obligations that may apply under Hong Kong consumer goods safety and consumer protection laws.

17. Policy Updates

We may update this Shipping / Refund Policy from time to time by posting the revised version on our website.

The version in effect at the time of your purchase will generally apply to that purchase unless applicable law requires otherwise.

18. Contact Us

If you have any shipping, return, replacement, or refund questions, please contact:

FILPET GLOBAL LIMITED
Email: support@filpet.co