Refund policy
Refund & Return Policy (退款與退換貨政策)
[English Version]
Our Commitment to Clinical Purity and Efficacy At Fuzzywuzzycare Global, we deal with life-saving, clinical-grade cellular nutrition. Our Omni-Kiss™ formulas contain highly bioactive, easily oxidizable ingredients such as Albion™ Chelated Minerals, active CoQ10 (Ubiquinol), and Methylcobalamin. To strictly guarantee the absolute purity, efficacy, and medical safety of every product shipped to our fragile end-stage renal patients, we enforce a highly stringent return and cancellation policy.
Cancellation Policy for Made-to-Order Bioactive Nutritional Powders Our Omni-Kiss™ K-Support Formula and other clinical-grade bioactive nutritional powders are specially hand-crafted on a per-pack, made-to-order basis. These powders contain ingredients that are highly sensitive to oxidation and moisture — exposure to air or humidity can quickly compromise their potency and cellular-level efficacy. That is why we specially use double-sealed packaging (inner vacuum seal + outer moisture-proof barrier) for every pack and immediately initiate production upon order confirmation (typically within 1-4 hours) to deliver the product in the fastest and highest-quality condition possible.
- Within 48 hours of order confirmation (calculated from the time the order confirmation email is sent): You may request cancellation for a full refund (no fees deducted).
- After 48 hours: The order has entered the production process. Due to the bioactive materials already being used, double packaging completed, and resources dedicated to each individual pack, no cancellations or refunds will be accepted.
This policy ensures every pet receives the freshest, most effective product while upholding the highest standards of safety and clinical efficacy. Cancellation requests must be submitted in writing via email (fuzzywuzzycare@gmail.com) or WhatsApp (+852 6695 6238) with your order number. Full refunds (if eligible) will be processed within 5-10 business days to your original payment method. Original shipping fees are non-refundable for international orders.
By completing your purchase, you acknowledge and agree to this policy. We strongly recommend considering your pet’s needs carefully before ordering and consulting your veterinarian.
1. Opened Products: Strictly No Returns or Refunds Due to the highly bioactive nature of our nutritional powders, once the seal is broken or the bag is opened, the product is immediately considered compromised and is strictly non-refundable and non-returnable. We do not resell opened products under any circumstances, as exposing the formulation to uncontrolled environmental humidity or oxygen degrades the cellular fuel designed to rescue failing kidneys.
2. Unopened and Sealed Products (14-Day Policy) If you have ordered the wrong item or changed your mind after the 48-hour cancellation window, we accept returns of strictly unopened, factory-sealed products within 14 days of the delivery date.
- The product must be in its original, undamaged packaging.
- Customers are responsible for the return shipping costs to our designated fulfillment center.
- Upon receiving and inspecting the returned item to verify its sealed integrity, we will issue a refund to your original payment method (minus the original shipping fees).
3. Damaged or Incorrect Items on Arrival If your package arrives damaged, unsealed, or contains the wrong item due to our error, please contact our clinical support team at fuzzywuzzycare@gmail.com within 48 hours of delivery. Please include clear photos of the damaged item and the shipping box. We will arrange a free replacement immediately.
Additional Terms This policy applies specifically to our clinical-grade bioactive nutritional powders (Omni-Kiss™ series). Other products follow their respective policies. Fuzzywuzzycare Global reserves the right of final interpretation and may update this policy at any time; the latest version will be posted on our website. In cases of company error or force majeure events, we will handle on a case-by-case basis with goodwill.
