Returns & exchanges

Our policy

You have 30 days from delivery to return any item. To be accepted, it must be unused, in its original packaging, with tags and protective wrapping intact. We inspect every return on arrival.

How to start a return

Email eastgatecommercehk@gmail.com with your order number and the items you'd like to return. We'll reply within one working day with a return reference and arrange a pickup from your address, no need to find a drop-off point.

• Email us your order number and reason for return.
• We schedule a courier pickup at a time that suits you.
• Repack the item in its original packaging before pickup.
• We inspect and process within two working days of arrival.

Refunds

Once your return passes inspection, we refund to your original payment method within 7–10 working days. The exact timing depends on your bank or wallet provider. We'll email you the moment the refund is issued.

Exchanges

Want a different size or colour? Tell us in your return email and we'll send the replacement as soon as we receive the original. If the new item costs more, we'll send a payment link for the difference; if it costs less, we refund the balance.

Hygiene exclusions

For hygiene reasons, some items can't be returned once used: pet bowls, water fountains, beds and bedding that have been used or washed. If a hygiene item arrives faulty or damaged, contact us straight away and we'll make it right.

Common questions