Return Policy

Implementation Date: September 2026

At Coerneuineo, we are committed to providing thoughtfully selected pet products through our dedicated collections, including Rest Comfort, Play Together, and Daily Essentials. If you experience any concerns regarding your order or delivery, please contact our customer support team at support@coerneuineo.com as soon as possible. To help us review your request efficiently, please include your Order ID and the email address used during checkout.

1. Final Sale Policy & Customer Preference Changes
All purchases completed through our online store are considered final transactions. Coerneuineo does not accept refund or exchange requests caused by personal preference changes, incorrect selection, different expectations, or requests for alternative colors, sizes, styles, or products.

Exceptions may apply only when products arrive damaged during transportation, contain confirmed manufacturing issues, or are incorrectly shipped compared with the original order details.

2. Damaged, Defective, or Incorrect Items
Although each order is carefully reviewed before shipment, unexpected issues may occur during transportation. If your package arrives damaged, defective, incomplete, or contains incorrect products, please inspect the order upon delivery and submit a claim within 7 calendar days after the carrier confirms delivery.

To request assistance, please send an email to support@coerneuineo.com including the following information:

• Your Order ID and the email address used when placing the order.
• A detailed description explaining the issue, including any damage, defects, missing components, or incorrect items received.
• Clear photos or short videos showing the condition of the product and supporting your claim.

Each request will be carefully reviewed by our customer support and quality evaluation teams. If the claim is approved, Coerneuineo will provide an appropriate solution based on the situation, which may include a replacement item, partial compensation, or a full refund where applicable.

3. Refund Processing Period
If a refund is approved as the final resolution, the payment will be returned to the original payment method used during checkout. Refund processing generally requires 7 to 12 business days. The actual time required for funds to appear in your account depends on the processing speed of your bank, payment provider, or card issuer.

4. Replacement Conditions
Coerneuineo does not provide replacements for personal preference changes, including different sizes, colors, designs, or product selections. Replacement products are only provided when the original item is confirmed to be damaged, defective, incorrectly shipped, or approved through our official review process.

5. Unauthorized Returns
Customers must not send products back to our company address, fulfillment locations, or processing facilities without receiving prior written approval and return instructions from our customer support team.

Any unauthorized returns may not be accepted or processed due to the lack of official authorization and tracking information. Coerneuineo is not responsible for packages returned without approval and cannot guarantee refunds, replacements, or credits for items sent without confirmed return instructions.

6. Customer Support & Claim Assistance
For questions regarding this policy or to submit a valid order-related request, please contact our customer service team using the information below. Providing your Order ID and checkout email address will help us review your case more quickly and provide appropriate assistance.

Brand Identity: Coerneuineo
Corporate Entity: Superline Group (Hongkong) Co., Limited
Client Support Email: support@coerneuineo.com
Client Service Hotline: +1 (775) 254-9532
Registered Address: Room 413, 4/F, Lucky Centre, 165-171 Wan Chai Road, Wan Chai, Hong Kong