Refund policy

Refund policy
All returns must take place within 30 days of purchase.
Items must be unopened, unused, have all the original packaging, and be in good resalable condition.
For health reasons we cannot accept any returns or exchanges of food, treats, supplements, dog houses, cat climbers, beds, carriers, crates or kennels.
Shipping and handling charges are non-refundable.
Return shipping cost is at customer's expense and is non-refundable.
PP Lab is not responsible for any lost package.
PP Lab reserves the right to make final decisions.
Should there be any dispute, the company’s decision shall be final.
Final Sale items may not be returned.
PP Lab monitors account activity and reserves the right to refuse transactions, assess fees, and/or close accounts based on order or returns behaviour.

You can always contact us for any return question at cs@pplab.com.hk .

Damages and issues 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items 
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). 
We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges 
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. 
Please remember it can take some time for your bank or credit card company to process and post the refund too.