We accept return requests within 30 days of delivery.

To be eligible for a return, the item must be in the same condition that you received it—unused, unwashed, free from pet hair, stains, odors, or other signs of use—with any tags and its original packaging. You will also need your receipt or proof of purchase.

To start a return, contact us at support@hgkoo.store within 30 days of delivery. Please include your order number, the email used at checkout, the reason for the return, and clear photos or video when the item is damaged, defective, or incorrect.

If your return is accepted, we will provide instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted. Please do not send returns to our supplier.

Return shipping
For damaged, defective, or incorrect items, HGKOO will cover the approved return or replacement cost. For change-of-mind returns or an incorrect selection made by the customer, the customer is responsible for return shipping. Shipping charges, if any, are non-refundable unless required by law.

Damages and issues
Please inspect your order when it arrives and contact us as soon as possible if it is defective, damaged, or incorrect so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
For hygiene reasons, pet products that have been used, washed, soiled, or contaminated with pet hair or odors cannot be returned unless they are defective. Custom or personalized products, perishable goods, hazardous materials, gift cards, and items clearly marked as final sale are also non-returnable, except where applicable law provides otherwise. Contact us if you have questions about a specific item.

Exchanges
The fastest way to receive a different item is to return the item you have and, once the return is accepted, place a separate order.

European Union and other statutory rights
Customers in the European Union and other jurisdictions retain all mandatory cancellation, return, and consumer-guarantee rights provided by applicable law. This 30-day policy does not limit those statutory rights.

Refunds
We will notify you after we receive and inspect your return. If approved, the refund will be issued to your original payment method within 10 business days. Your bank or card provider may require additional time to post the refund. If more than 15 business days have passed since we approved your return, contact support@hgkoo.store.

You can contact us with any return question at support@hgkoo.store.