Return & Refund Policy

At HiDREAM, we care about the quality, safety, and hygiene of every product we ship. Please read our Return & Refund Policy carefully before placing your order.

1. General Return Policy

For pet hygiene and safety reasons, we do not accept returns or exchanges for non-quality issues.

Once an order has been delivered, products cannot be returned or exchanged due to reasons such as change of mind, incorrect size or color selection, pet preference, pet discomfort, personal preference, or any other non-quality-related reason.

Please make sure to review the product details, size information, color options, and shipping information carefully before placing your order.

2. Eligible Quality Issues

We may offer a refund, replacement, or other suitable solution if your item has a confirmed quality issue.

Eligible quality-related issues may include:

● The item arrives damaged

● The item is defective

● You receive the wrong item

● You receive an item with missing parts

● The product has a clear manufacturing issue

To request support for a quality issue, please contact us within 7 days of delivery.

3. Non-Returnable Situations

We do not accept returns or exchanges in the following situations:

● Change of mind after purchase

● Incorrect size, color, or model selected by the customer

● Product does not fit the pet due to incorrect measurement or pet body differences

● Pet does not like, accept, or feel comfortable with the product

● Product has been used, washed, worn, adjusted, or altered● Product has pet hair, odor, stains, scratches, bite marks, or signs of use

● Original packaging, tags, accessories, or product components are missing

● Damage caused by improper use, chewing, scratching, pulling, washing, or storage

● Items returned without prior approval from HiDREAM

4. How to Report a Quality Issue

If you believe your item has a quality issue, please contact us at support@hidreampets.com within 7 days of delivery.

Please include the following information:

● Your order number

● A clear description of the issue

● Photos or videos showing the issue

● Photos of the package, shipping label, and product condition

We may request additional information to review your case.

5. Review Process

After receiving your request and all required information, our customer support team will review your case within 48 hours.

If additional photos, videos, order details, or other information are required, the review period may begin after we receive the complete information.

If the issue is confirmed as a quality problem, we may offer one of the following solutions:

● Replacement

● Partial refund

● Full refund

● Other suitable solution based on the situation

The final solution will depend on the specific issue, product condition, and available inventory.

6. Return Shipping

For confirmed quality issues, HiDREAM will provide further instructions after reviewing your case.

Please do not return any item without contacting us first. Items returned without prior approval may not be accepted or refunded.For non-quality issues, return shipping will not be provided because non-quality returns and exchanges are not accepted.

7. Refund Processing

If a refund is approved, we will process the refund request within 48 hours and issue the refund to your original payment method.

Please allow 5–10 business days for the refund to appear on your account after it has been

processed. Actual processing time may vary depending on your bank, card issuer, or payment provider.

8. Order Cancellation

If you need to cancel an order, please contact us as soon as possible at

support@hidreampets.com.

We will do our best to help if the order has not yet entered the fulfillment process.

Once an order has been processed, shipped, or handed over to the carrier, it cannot be

cancelled.

9. Shipping Delays

If an order cannot be shipped within the estimated processing time due to inventory, logistics, or other unexpected reasons, we will contact you with an update.

Where required, you may choose to continue waiting or cancel the order for a refund before shipment.

10. Contact Us

If you have any questions about this Return & Refund Policy, please contact us:

Email: support@hidreampets.com

Please include your order number when contacting us so we can assist you more efficiently.