Our goal is to ensure that you are completely satisfied with your purchase. We provide options for both returns and exchanges under specific conditions, as detailed below. Please review our policy carefully to understand how you can proceed should you require a return or an exchange.

Exchange Policy

Eligibility for Exchange: We offer a one-time size exchange on products that do not meet your sizing expectations. To qualify for an exchange, the product must be in its original, unworn condition with all tags and packaging intact.

Exchange Period: Requests for size exchanges must be made within 7 days of the package delivery day.

Process for Exchange:

1.Contact Us: Please email our customer service team at official@hamsteruse.com to initiate the exchange process. Include your order number and the desired new size.
2.Return Shipping: You are responsible for the cost of shipping the product back to us . Please use a trackable shipping method to ensure the safe return of your item.
3.Inspection and Dispatch: Upon receiving the returned product, it will undergo an inspection. If it meets our conditions, we will process the exchange and ship the new size to you.

Return Policy

Eligibility for Return: Returns are accepted if the product is in its original condition, including packaging and tags.

Return Period: Returns must be initiated within 7 days from the delivery date.

Restocking Fee: There is a 25% restocking fee on the original purchase price for returned items.

Process for Returns:

Notification: Contact our customer service at official@hamsteruse.com within the 7-day period to start the return process.
Shipping Product Back: You are responsible for the return shipping costs. The item must be packed securely and sent back using a trackable shipping service.
Refund Issuance: Once we receive and inspect the returned product, we will issue a refund minus the 25% restocking fee and shipping costs. Refunds will be processed in the original form of payment.

Who pays the shipping costs in the case of a refund when the order has free shipping?

In cases with free shipping, customers are liable for the shipping fee if the product is refunded.

Non-returnable / Non-exchangeable Items

Please note that certain types of items may be exempt from being returned or exchanged due to hygiene or other specific reasons.such as Bedding, food, teething sticks, bath sand and urine litter, which cannot be returned unless they arrive damaged or are not the correct items ordered. If you receive a damaged item or the wrong product, you must notify Hamster Use within 10 days of receiving the item. Please send photos of the damaged items to official@hamsteruse.com, and we will be happy to assist you!