Returns, Exchanges & Refunds

HAEYLORAN wants you to shop for pet clothing with confidence. Our collection focuses on clothing for pets, including knitwear, coats, shirts, and other selected garments.

This policy sets out how we handle return requests, exchanges, refunds, order cancellations, and products that arrive damaged, defective, incorrect, or incomplete.

01. Requesting a Return

Return request window: 30 days after confirmed delivery.

You may submit an eligible return request within 30 days of the date your order is confirmed as delivered. Before sending anything back, email service@haeyloran.com.

Our support team will assess your request, check the item's eligibility, and supply the return instructions and authorized return address.

Please obtain approval before shipping a return. Items returned without authorization, or delivered to an address that our support team has not supplied, may face delays, be refused, or be impossible to process.

02. Condition Requirements for Preference Returns

The conditions below generally apply when an item is returned because of personal preference. They do not override the treatment of damaged, defective, incorrect, or incomplete products, or any additional rights provided by applicable consumer law.

An eligible preference return should meet the following requirements:

• The garment is unused or remains in like-new condition, with no visible wear.

• There is no customer-caused damage, staining, tearing, or excessive stretching.

• The item has not been altered, modified, or repaired without authorization.

• All originally supplied parts, accessories, and decorative details are included.

• Any supplied care information and product inserts accompany the return, where applicable.

• Original protective packaging is used whenever reasonably possible.

We may ask for proof of purchase, such as your order number or order confirmation.

Pet garments, knitted panels, trims, decorative attachments, and fastening details can be damaged in transit. Please pack these items with care. A returned item may need to be inspected before a refund is approved.

03. Clothing That Has Been Opened or Tried On

An item does not automatically become ineligible for return simply because its packaging has been opened.

Where the law allows, however, we may assess the condition of garments returned for preference reasons after they have been opened, handled, tried on by a pet, or used.

Items returned should not show signs of excessive wear, misuse, customer-caused tears, unsuitable washing, unauthorized repairs or alterations, missing components, improper storage, excessive stretching, or damage that occurred after delivery.

For pet clothing subject to hygiene considerations, eligibility may depend on the extent to which the garment has been worn or used. Product-specific restrictions remain subject to applicable law and the information disclosed before purchase.

If handling beyond what was reasonably necessary to inspect the product has caused a measurable loss in value, the refund may be reduced where legally permitted.

04. Items That May Not Qualify for Preference Returns

Applicable law may allow certain products to be excluded from preference-based returns. These can include:

• Personalized or custom-made garments.

• Gift cards.

• Items clearly identified as final sale.

• Hygiene-sensitive products with restrictions disclosed before purchase.

• Items damaged by misuse or improper handling.

• Products altered or repaired without authorization.

• Items missing important components as a result of customer handling.

• Products specifically identified as non-returnable before purchase.

Any item-specific exclusion will appear on the relevant product page or be communicated before return approval. Nothing in this section removes statutory consumer rights that cannot lawfully be excluded.

05. Reporting an Issue With Your Delivery

Please check your HAEYLORAN order as soon as reasonably possible after it arrives. Pay particular attention to pet knitwear, sweaters, coats, jackets, shirts, garments with decorative trims or attached ornaments, and clothing with closures or other fastening details.

Contact us promptly if your order includes a product that is torn, damaged, defective, incorrect, incomplete, missing accessories or decorative parts, or significantly different from the variation you ordered.

Information that may help us review your request

We may ask you to provide your order number, the product name, clear product photographs, images of the inner packaging and outer shipping parcel, and a photograph of the shipping label. A short video may also help where it shows the problem more clearly.

Photographs or video can be especially useful for loose stitching, open seams, detached decorative details, broken closures, missing trims, torn fabric, misshapen garments, or other construction issues.

Once we have reviewed the available information, we will explain the appropriate resolution in light of the circumstances, this policy, and applicable consumer law.

06. Simple Checks Before Arranging a Return

For certain concerns, our support team may suggest reasonable checks before organizing a return. Depending on the garment, these may involve:

• Consulting the product's care instructions.

• Confirming that detachable parts are correctly secured.

• Checking the placement of a tie, closure, or fastening.

• Reviewing the garment's fit and sizing information.

• Checking whether packaging has temporarily changed the shape of a knitted garment.

If an item appears torn, structurally damaged, defective, or unsuitable for its normal purpose, we may request photographs or further details.

You do not need to continue using a garment or have your pet keep wearing it if it appears damaged or unsuitable for normal wear.

07. Responsibility for Return Delivery Costs

For preference-based returns, the customer is generally responsible for return shipping charges where applicable law permits.

Preference reasons can include changing your mind, choosing an unsuitable size, selecting the wrong color or style, no longer wanting the garment, finding that it does not suit your preferred look, or another reason unrelated to an error by HAEYLORAN.

We will provide the appropriate return instructions if HAEYLORAN confirms that the product was damaged during delivery, defective, supplied incorrectly, incomplete, or otherwise qualifies for seller-paid return shipping under applicable law.

Please wait for our instructions before arranging a return. Do not independently send an item back or purchase unusually expensive return shipping services before speaking with our support team.

08. Treatment of Original Shipping Fees

Original shipping charges are generally not refunded for preference returns. Exceptions may apply when:

• HAEYLORAN expressly agrees to reimburse the charge.

• The return is caused by an error on our part.

• The item arrived damaged or defective.

• An incorrect product was supplied.

• Applicable law requires the original shipping charge to be refunded.

09. Receiving the Correct Return Address

The authorized return destination can vary according to the product, fulfillment location, customer destination, warehouse location, logistics arrangements, and reason for returning the item.

Do not use our registered company address for a return unless our support team specifically instructs you to do so.

After approving your return request, HAEYLORAN will give you the correct return address and the shipping instructions relevant to your order.

10. Preparing Your Parcel

Pack returned HAEYLORAN products securely to reduce the risk of damage in transit. Whenever reasonably possible, include all items supplied with your purchase:

• The main garment.

• Decorative details and detachable accessories.

• Closures and fastening components.

• Product inserts and care information.

• Protective materials and original packaging.

• Any other components originally included.

Pet knitwear, coats, shirts, decorative trims, and other garments should be protected from snagging, crushing, excessive movement, moisture, stains, stretching, loss of shape, and friction during transportation.

For preference-based returns, the customer is responsible for packing the item appropriately before dispatch.

11. Returns With Missing Components

Where permitted by law, a refund may be reduced if the returned product is missing items that were originally supplied with it.

These may include decorative trims, detachable ornaments, ties, fastening parts, included accessories, product inserts, care information, protective packaging, or other original components.

Whether a deduction applies, and its amount, will depend on the circumstances of the return and the applicable legal requirements.

12. Assessment After Your Return Arrives

When a return reaches the authorized location, we may inspect it to verify the product's identity, eligibility, overall condition, and the stated reason for return.

The assessment may also cover the presence of accessories and supplied components, together with the condition of the stitching, seams, knitted or other garment fabric, decorative details, trims, and closures.

Permission to return an item is not the same as final refund approval. The refund decision may be made once the product has been received and inspected.

13. How Approved Refunds Are Issued

Once the return has been inspected and the refund approved, payment will generally be returned through the original payment method.

After HAEYLORAN submits a refund, your bank, card issuer, payment processor, payment provider, or another financial institution may need additional time to complete it.

The time required varies by provider and is outside HAEYLORAN's direct control.

14. Circumstances That May Affect the Refund Amount

Where legally allowed, a reasonable deduction may apply if a returned product has lost value due to:

• Missing accessories or components.

• Excessive use or visible wear.

• Customer-caused tears or stains.

• Improper washing or handling.

• Repairs or alterations made without authorization.

• Damage occurring after delivery.

Any adjustment will be assessed individually, taking into account the item's condition, the circumstances of the return, and applicable law.

15. Requesting an Exchange

Exchanges depend on stock availability. HAEYLORAN pet clothing may be offered in different colors, patterns, sizes, textures, designs, styles, and other variations.

Inventory can change, so we cannot always provide the exact replacement requested.

When a direct exchange is unavailable, the practical route may be to request a return for an eligible item, complete the authorized return process, and place a new order for the preferred size, color, style, or variation.

Please speak with our support team before sending an item back for exchange.

16. Asking to Cancel an Order

Send cancellation requests to service@haeyloran.com as soon as possible after placing your order.

We will make reasonable efforts to arrange a cancellation before fulfillment begins. However, cancellation may no longer be possible once an order has entered processing, picking, packing, protective packaging, fulfillment, shipment preparation, or dispatch.

If the order has already shipped, you may need to receive the delivery first and then follow the applicable return process.

Refunds following a successful cancellation

If payment has already been processed when an order is successfully cancelled, the applicable refund will generally go back to the original payment method, or another method permitted by the relevant payment provider.

Your financial institution may require additional time before the refunded amount appears in your account.

17. Parcels That Are Refused or Left Unclaimed

Refusing delivery does not automatically entitle an order to a full refund.

If a parcel is refused, remains unclaimed, or is returned to the sender, contact HAEYLORAN so we can review the delivery status, carrier charges, condition of the returned parcel and product, return eligibility, and any other relevant circumstances.

Where the law permits, reasonable shipping or return expenses may be deducted from a preference-based refund when those costs arise from refusing or failing to accept an otherwise valid delivery.

18. Sending a Return Internationally

An international return may involve shipping charges, customs procedures, carrier requirements, required paperwork, and longer transit times.

Pet sweaters, coats, shirts, and garments with decorative details need careful packaging for international transport as well.

Please contact HAEYLORAN before arranging any international return. Unless responsibility cannot legally be excluded, HAEYLORAN is not responsible for unnecessary customs charges, extra shipping costs, or other expenses caused by returning a product without following our support team's instructions.

19. Your Statutory Consumer Rights

This policy applies alongside statutory consumer protections and does not replace them.

Depending on your country, state, province, or region, you may have additional rights concerning defective goods, product conformity, damaged goods, repairs, replacements, returns, refunds, cancellations, and withdrawal from a purchase.

No part of this policy is intended to waive, remove, or restrict rights that cannot lawfully be excluded. If mandatory consumer law gives you greater protection than this policy describes, those statutory rights continue to apply.

20. Contact Details

For assistance with returns, refunds, exchanges, cancellations, damaged or defective pet clothing, incorrect items, or incomplete orders, please contact us using the details below.

Brand: HAEYLORAN
Website: haeyloran.com
Legal Entity: Chongqing Yanteng E-Commerce Co., Ltd.
Customer Support Email: service@haeyloran.com

Registered Address:
Unit 1-183, No. 77-9 Gongnongpo, Shapingba District, Chongqing (Cluster Registration)

When contacting us about an order, include the order number and the email address used at checkout.

For problems involving pet clothing, fabric, trims, closures, stitching, or other garment details, please also include clear photographs of the product and its packaging.

For your security, never email full credit card numbers, CVV codes, banking passwords, or other sensitive account credentials.

haeyloran.com is operated by Chongqing Yanteng E-Commerce Co., Ltd.