Shipping & Returns Policy
Shipping & Returns Policy
At Consupere, we are committed to getting your order to you safely, quickly, and at a fair price. Please read our shipping and returns policy carefully so you know exactly what to expect.
🙩 Shipping Policy
Processing Time
All orders are processed within 1–3 business days after payment is confirmed. Orders placed on weekends or public holidays will be processed on the next business day. You will receive a shipping confirmation email with a tracking number once your order has been dispatched.
Shipping Destinations & Estimated Delivery Times
| Region | Estimated Delivery | Shipping Fee |
|---|---|---|
| Hong Kong & Macau | 2–4 business days | Free on orders over HKD 300 |
| Mainland China | 4–7 business days | Calculated at checkout |
| Asia Pacific | 7–12 business days | Calculated at checkout |
| Rest of World | 12–20 business days | Calculated at checkout |
Important Notes on Shipping
- Delivery times are estimates and may be affected by customs clearance, public holidays, or carrier delays beyond our control.
- International orders may be subject to import duties and taxes, which are the responsibility of the recipient.
- We are not responsible for delays caused by incorrect shipping addresses. Please double-check your address before placing your order.
- Once an order has been dispatched, we are unable to change the delivery address.
Order Tracking
You will receive a tracking number by email once your order ships. You can track your parcel directly on the carrier's website. If you have not received your tracking information within 5 business days of placing your order, please contact us at support@consupere.com.
🔄 Returns & Refunds Policy
Our 30-Day Return Guarantee
We want you and your pet to be completely happy with every purchase. If for any reason you are not satisfied, you may return eligible items within 30 days of the delivery date for a full refund or exchange.
Eligibility for Returns
To qualify for a return, items must meet the following conditions:
- ✅ Returned within 30 days of delivery
- ✅ Unused, unwashed, and in original condition
- ✅ In original packaging with all tags attached
- ✅ Accompanied by proof of purchase (order number or receipt)
Non-Returnable Items
The following items cannot be returned for hygiene and safety reasons, unless they arrive damaged or defective:
- ❌ Opened food or treat products
- ❌ Used grooming or hygiene products
- ❌ Personalised or custom-made items
- ❌ Items marked as final sale
How to Initiate a Return
- Email us at support@consupere.com with your order number and reason for return.
- Our team will respond within 1–2 business days with return instructions.
- Pack the item securely and ship it to the address provided.
- Once we receive and inspect the item, your refund will be processed within 5–7 business days.
Damaged or Defective Items
If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with photos of the issue. We will arrange a replacement or full refund at no additional cost to you.
Return Shipping Costs
- If the return is due to our error (wrong item, defective product), we will cover the return shipping cost.
- If the return is due to a change of mind or incorrect size selection, the customer is responsible for return shipping fees.
Refund Processing
Approved refunds will be credited to your original payment method within 5–7 business days after we receive the returned item. Please note that your bank or payment provider may take additional time to process the refund.
💬 Need Help?
If you have any questions about your order, shipping, or a return, our team is here to help.
- 📧 Email: support@consupere.com
- 🕑 Hours: Monday – Friday, 9:00 AM – 6:00 PM (HKT)
Last updated: April 2026