Refund policy

Plenty of pet shops in Hong Kong will not take supplements back. We do.

Unopened products with the seal intact can be returned for a full refund within 14 days of delivery. You may not have heard of us before - and if we are asking you to pay HK$274 before you have tried anything, we want you to feel confident about your purchase.

Opened products cannot be returned; this is a hygiene matter. The return conditions are set out below.

Returns we accept

  • Unopened - within 14 days of delivery, if the product has not been opened, the seal is intact and the outer box is undamaged, it can be returned for a refund.
    Returned items must reach us within 14 days of delivery, so please tell us as early as you can once you decide to return.
  • Wrong item sent - if what you received is not the item you ordered, we cover the shipping both ways, and you choose between an exchange and a full refund.
  • Damaged in transit - email us photos of the outer carton and the product within 48 hours of delivery, and we cover it in full.
  • Adverse reaction after your pet eats it - stop feeding it immediately and contact us with a note from your vet; we handle these case by case.

Returns we cannot accept

  • Opened - supplements with a broken seal or an opened jar cannot be returned, for hygiene reasons, unless there is a problem with the product itself.
  • “Close to expiry” as a reason - the batch expiry date of every product is listed on its product page, and placing an order means you have seen the expiry date of that batch.
  • Your pet will not eat it - flavour preference varies from dog to dog and we cannot predict it. We suggest starting with a smaller size or a single flavour.
  • More than 14 days have passed, or an order number cannot be provided.

How to return

  1. Email support@nanapaws.com.hk with your order number, the product UPC barcode (printed on the jar and on the product page) and the reason for the return.
  2. We reply within 1-2 working days and send you the return instructions once confirmed.
  3. Once the return reaches us and the condition of the product is confirmed, the refund is issued to the original payment method.

Refund timing: we process the refund within 3 working days of confirming it; when the refund appears in your account depends on your card issuer, normally 7-14 working days.

Return shipping: where the fault is ours (wrong item, damage, a quality problem) we cover it; where the customer has changed their mind (an unopened return) the customer covers it.

If anything is unclear, please contact us before sending anything back - most situations are sorted out with a quick message.