Refund policy
At TameCare, we understand that sometimes a product just isn’t the right fit for you or your furry best friend. We’re here to make the return process as smooth and transparent as possible so that you can shop with confidence and peace of mind.
Our products are custom-made, so exchanges are generally not available. Please carefully check the size chart and user guide before purchasing to select the most suitable wheelchair and related accessories for your dog.
Exchanges
We do not offer exchanges to ensure accurate sizing and fit, and recommend returning the original item and placing a new order. Our team is happy to guide you through the process if you need sizing or product advice, just send us a note here.
Returns
We offer a 30-day return policy worldwide, valid from the date you receive your order. To start a return, please visit our Returns Center and enter your Tamecare order number, which can be found in your order confirmation email.
Regarding return shipping fees: Tamecare will cover the cost if goods are damaged due to our fault or logistics issues. If you return items for personal reasons such as dissatisfaction, you will be responsible for the return shipping.
All returned items will be inspected and graded by condition. To be eligible for a refund, products must comply with the return criteria below. Restocking fees will be charged based on the condition of returned goods.
| Return Window | Condition Grade | Description | Restocking Fee |
|---|---|---|---|
| Within 30 days of delivery | Grade A | Unused or only briefly tried indoors; clean, free of fur, odors, or any signs of wear; no scratches, dents, or chips on painted or metal parts; no tool marks on adjustment screws or the frame; all original packaging, tags, manuals, and parts included | 8% of item cost |
| Within 30 days of delivery | Grade B | May show minor wear, including minimal pet hair or light surface scuffs on metal or painted areas, but no structural damage; some parts may be re-bagged, all product components must be present and in full functional condition; and packaging may be damaged or incomplete | 12% of item cost |
| Within 30 days of delivery | Grade C | Heavily soiled with strong pet odors, embedded fur, visible stains, or damage such as chewing or tears; may have chipped paint, corrosion, bent parts, missing hardware, stripped screws, or heavy tool markings; key components may be missing, the item may have been improperly disassembled, or it may present hygiene or safety concerns; all packaging fully missing | Not eligible |
If your product has been well-loved or has seen extensive use, we encourage you to donate it to your local shelter or veterinary clinic.
Refunds
Return and refund processing may take up to 15 business days after we receive and inspect your item. Refunds will be issued to the original payment method used at checkout. Any applicable restocking fees will be deducted from your refund total.
Please note that original shipping charges are non-refundable.
Questions?
Our service hours are 9:00 AM to 5:00 PM (Beijing Time), Monday to Friday.
Email: messages@walkinpets.com
WhatsApp：8615323398821