Return & Refund Policy
Last Updated: October 23, 2026
Business Information & Contact Details
Brand Name: NAVELQIRO®
Website: https://navelqiro.com
Legal Business Name: Taiyuan Kuajing Shichen Trading Co., Ltd.
Responsible Person: Luo Zhaopan
Business Address: Room 1502, 15th Floor, Unit 1, Building 90, No. 32 Xigong West Street, Wanbailin Subdistrict, Wanbailin District, Taiyuan, Shanxi Province, China
Customer Service Email: service@navelqiro.com
Telephone: +86 13654956733
Customer Service Hours: Monday–Friday, 9:00 AM–6:00 PM PDT
NAVELQIRO® is an online pet lifestyle store operated by Taiyuan Kuajing Shichen Trading Co., Ltd.
We are committed to providing a clear and fair return and refund process for our customers. This policy explains return eligibility, return shipping costs, damaged or incorrect items, refund processing, and how to request assistance.
1. 180-Day Return Policy
NAVELQIRO® offers a 180-day return window, starting from the date your order is delivered.
You may request a return within 180 calendar days after receiving your order, provided that the item meets the eligibility requirements described in this policy.
This return policy applies to eligible pet lifestyle products purchased directly from navelqiro.com, including pet beds, pet sofas, feeding accessories, pet toys, cat scratchers, and cat furniture.
Return requests must be submitted within the 180-day period. Requests made after this period may not qualify for a standard return, without affecting any applicable statutory rights.
2. Free Return Shipping
NAVELQIRO® covers the return shipping costs for all eligible returns requested within 180 days of delivery.
This includes eligible returns for non-defective items, such as a change of mind, as well as eligible returns involving damaged, defective, or incorrect products.
Customers will not be charged return shipping fees for approved, eligible returns.
After your return request is approved, our customer service team will provide the appropriate return instructions and arrange the applicable return shipping method or shipping label.
Please do not send items back without first contacting our customer service team.
The original outbound shipping charge, where applicable, is separate from the return shipping cost. Any refund of the original outbound shipping charge will be handled in accordance with applicable law and the circumstances of the return.
3. Eligibility for Non-Defective Returns
For returns involving a change of mind, personal preference, or other reasons unrelated to a product defect, the following conditions apply:
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The return must be requested within 180 days of delivery.
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The item must be unused and in its original condition.
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The product must be clean, undamaged, and free from pet hair, stains, odors, or visible signs of use.
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All original accessories, components, and included items must be returned.
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The original packaging should be included whenever available to help protect the item during return shipping.
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A valid order number or other proof of purchase must be provided.
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Return authorization must be obtained from NAVELQIRO® before the item is shipped back.
For pet beds, pet furniture, feeding products, toys, and scratching accessories, customers should carefully check the product before allowing their pets to use it if they may wish to return it for a non-defect-related reason.
Items that do not meet these conditions may be ineligible for a standard change-of-mind return.
These conditions do not restrict any rights or remedies available to customers for defective, damaged, incorrectly supplied, or otherwise nonconforming goods under applicable law.
4. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us at service@navelqiro.com.
To help us review the issue, please provide:
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Your order number.
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A description of the problem.
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Clear photographs of the affected product.
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Photographs of the packaging, where relevant.
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Details of missing components or incorrect items, if applicable.
For example, relevant issues may include a damaged pet bed, broken feeding bowl, defective toy, missing cat furniture components, or an incorrectly supplied product.
Our team will review the information and provide appropriate assistance.
Depending on the circumstances and applicable consumer protection laws, an appropriate resolution may include a replacement, a refund, or another available remedy.
For approved returns involving damaged, defective, or incorrectly supplied goods, NAVELQIRO® will cover the return shipping costs.
Customers are not required to satisfy the unused-condition requirements applicable to change-of-mind returns when those requirements would be inconsistent with their rights concerning defective or nonconforming goods.
5. How to Request a Return
To initiate a return, please follow these steps.
Step 1 — Contact Customer Service
Email service@navelqiro.com within 180 days after delivery.
Include your order number, the item you wish to return, and the reason for your request.
Step 2 — Return Review
Our customer service team will review your request and may request additional information or photographs when necessary.
Step 3 — Receive Return Authorization
If your return is approved, we will provide the appropriate return shipping address and instructions for sending the product back.
For eligible returns, NAVELQIRO® will cover the return shipping costs.
Step 4 — Return the Product
Pack the item securely and follow the instructions supplied by our customer service team.
Please include all applicable components and accessories.
Step 5 — Inspection and Refund
Once the returned item has been received, we will review its condition and determine the applicable refund in accordance with this policy and applicable law.
If approved, your refund will be processed as described below.
6. Return Address
Customers must contact NAVELQIRO® before sending any items back.
To obtain return authorization and the correct return shipping address, email:
The appropriate return address will be provided after your request has been reviewed.
The return destination may differ from our registered business address in China.
Our registered business address is not automatically a return shipping destination.
Please do not ship items to the registered business address or any other address unless our customer service team has specifically instructed you to do so.
Following the authorized return instructions helps us identify your returned items and process your request correctly.
7. Refund Method and Processing Time
Once a returned item is received, inspected, and approved for a refund, NAVELQIRO® will process the refund within 5–10 business days.
Refunds will be issued to the original payment method used at checkout.
Please note:
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Refund processing begins after the applicable return has been received, inspected, and approved.
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The time required for the refunded amount to appear in your account may vary depending on your bank, card issuer, or payment provider.
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NAVELQIRO® does not control additional processing time imposed by financial institutions.
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If your refund has not appeared after the processing period, please contact your payment provider and our customer service team for assistance.
Where applicable law requires a different refund procedure or timeframe, those requirements will take precedence.
8. Items That May Not Qualify for Standard Returns
The following items may not qualify for a standard non-defective return:
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Items returned outside the 180-day return window.
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Items that have been used or show evidence of pet use.
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Items with pet hair, stains, persistent odors, or visible wear.
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Items damaged by improper handling, misuse, or unauthorized modification after delivery.
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Items with missing components or accessories that were originally included.
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Personalized or custom-made products, if specifically identified as non-returnable before purchase and where such restrictions are permitted by law.
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Items sent back without following the authorized return procedure, where doing so prevents proper identification or processing of the return.
For pet furniture or products requiring assembly, the eligibility of a non-defective return depends on the item's condition and whether it satisfies the requirements in Section 3.
These exclusions apply to standard non-defective returns and do not override statutory rights relating to defective, damaged, misdescribed, or incorrectly supplied products.
9. Exchanges
If you would like to exchange an eligible product, please contact service@navelqiro.com before returning the original item.
Our customer service team will review your request and advise whether an exchange or another suitable resolution is available.
Exchange availability depends on the specific product and available inventory.
Where an exchange is not available, an eligible item may be returned under this policy, and the customer may place a new order if desired.
10. Order Cancellations
If you wish to cancel an order, please contact service@navelqiro.com as soon as possible.
We will review the order's fulfillment status and advise whether cancellation is still possible.
If an order has already been shipped or cannot be canceled before dispatch, the customer may request an eligible return after delivery under this policy.
Any applicable refund for a successfully canceled order will be issued to the original payment method.
11. Original Shipping Charges
Shipping charges paid for the original delivery, if any, are separate from the free return shipping benefit.
NAVELQIRO® covers return shipping costs for eligible returns within the 180-day return window.
The refundability of an original outbound shipping fee depends on the reason for the return and any applicable legal requirements.
Where a product is defective, incorrectly supplied, or otherwise gives rise to a statutory right to reimbursement of delivery costs, NAVELQIRO® will comply with those requirements.
12. Refund Assistance
If you have questions about a return, an approved refund, a damaged item, or an incorrectly supplied product, please contact us at service@navelqiro.com.
Include your order number and a brief description of the issue so our customer service team can assist you.
NAVELQIRO® is committed to handling eligible returns and refunds fairly and in accordance with this policy and applicable consumer protection laws.
13. Consumer Rights
Nothing in this Return & Refund Policy is intended to exclude, restrict, or limit any mandatory consumer rights or remedies available under applicable law.
Where mandatory legal requirements provide greater protection than the terms of this policy, those legal requirements will prevail