Petnar Living Terms of Service and Return Policy

Last Updated: January 30, 2026

Part 1: Terms & Conditions

Welcome to Petnar Living (hereinafter referred to as "the Company" or "we"). Before using this website or obtaining any services through the Company, please read the following terms carefully. By submitting an inquiry form, confirming a quotation, or reaching an agreement with a contractor recommended by us, you agree to be bound by these terms.

1. Nature of Service and Intermediary Role

• 1.1 Intermediary Platform Service: Petnar Living is an information matching platform for home services and engineering projects. We receive customer requirements and refer suitable third-party contractors, decoration masters, or related professionals (hereinafter referred to as "Contractors") to provide services.
• 1.2 Independent Contractors: All Contractors are independent entities and are not employees, agents, or partners of the Company. The relationship between the Company and the Contractors is one of business commissioning or cooperation, not employment.
• 1.3 Contractual Parties: All engineering contracts and quotations are signed directly between the customer and the Contractor. The Company is not a party to the engineering contract and bears no joint and several legal liability for its performance.

2. Engineering Quotation and Content

• 2.1 Preliminary Estimate: The preliminary prices provided by the Company or the website are for reference only. The final price is subject to the official quotation issued by the Contractor after an on-site inspection.
• 2.2 Engineering Changes: If there are any additions or reductions to the project during the construction process, the customer must negotiate directly with the Contractor. The Company bears no legal responsibility for any private verbal agreements.

3. Customer's Responsibilities and Obligations

• 3.1 Insurance Obligations:
  • Employees' Compensation Insurance: According to Hong Kong law, employees' compensation insurance must be purchased for all decoration and work-at-height projects (such as aluminum window repair). The customer is responsible for requesting the Contractor to produce valid proof of employees' compensation insurance before the project commences.
  • Third-Party Liability Insurance: The Company strongly recommends that the customer or Contractor purchase third-party liability insurance for the project to cover personal injury or property damage caused by accidents.
• 3.2 Property Permission: The customer is responsible for applying for decoration permits from the property management office, paying deposits, and ensuring that the Contractor can legally enter the property for construction.
• 3.3 Compliance Verification: Although the Company screens Contractors, the customer is responsible for verifying the status of the construction personnel as a Qualified Person (QF) or relevant licenses when specific statutory engineering works (such as the "Mandatory Window Inspection Scheme") are involved.

4. Disclaimer and Limitation of Liability

• 4.1 Engineering Quality: The Company makes no express or implied warranties regarding the Contractor's construction quality, craftsmanship, authenticity of materials, or engineering delays.
• 4.2 Compensation for Damages: The Company shall not be liable for any property damage (such as damaged pipes or scratched floors), home burglary, or personal injury resulting from accidents during the construction period. The customer should directly pursue claims against the Contractor and their insurance company.
• 4.3 Indirect Losses: The Company shall not be liable for any indirect losses resulting from engineering problems, including but not limited to the customer's hotel accommodation expenses, loss of rent, or loss of profit.

5. Special Terms for Window Inspection Services

• 5.1 Statutory Responsibility: Under the "Mandatory Window Inspection Scheme," all reports submitted to the Buildings Department are issued by the Contractor's Qualified Person. The Company only provides administrative assistance and referrals and does not participate in the professional appraisal of the report.
• 5.2 Approval Results: If the Buildings Department does not accept the relevant report or requires further repairs, the associated legal consequences and costs shall be handled by the customer and the Contractor according to the original contract and are unrelated to the Company.

6. Dispute Resolution Mechanism

• 6.1 Mediation: If a dispute arises between the customer and the Contractor, the Company may attempt to mediate administratively depending on the actual situation, but this does not imply that the Company admits any liability for compensation.
• 6.2 Final Recourse: If mediation fails, the dispute should be resolved by the customer and the Contractor in accordance with Hong Kong law through the Small Claims Tribunal, decoration arbitration, or civil litigation procedures.

7. Personal Information Collection Statement

• 7.1 Data Transfer: The customer agrees that the Company may provide their contact information and engineering requirements to relevant Contractors for the purpose of providing quotations and subsequent services.
• 7.2 Privacy Protection: The Company will protect your data in accordance with the Personal Data (Privacy) Ordinance of Hong Kong.

8. Right to Modify Terms

• 8.1 Right to Modify: Petnar Living reserves the right to modify these terms and conditions at any time. The modified version will take effect immediately without prior notice.

Part 2: Return & Exchange Policy

Thank you for purchasing Petnar Living products. We are committed to providing you with high-quality mosquito nets, cat nets, transparent window grilles, curtains, and other home protection and decorative products. To protect the rights of both parties, please carefully read the following policy terms before purchasing and applying for a return or exchange:

1. Return and Exchange Period for General Products

For non-customized (standard size) regular products, we offer a 7-day return and exchange guarantee. Customers must contact our customer service team to apply within 7 days of receiving the product (based on the logistics receipt or installation completion date). Late applications will not be accepted.

2. Conditions for Return and Exchange

General products applied for return or exchange must meet the following conditions:

• Brand New and Unused/Uninstalled: The product must be in a brand-new state and must not have any scratches, stains, processing, cutting, or marks of having been installed on walls/window frames.
• Complete Packaging and Accessories: Please retain the original factory packaging, all hardware accessories, screws, instruction manuals, and factory protective films (if the protective film has been torn off, it will be considered used and cannot be returned or exchanged).
• Return of Gifts: If the order includes a gift, the gift must be returned together with the product.

3. Customized Products (No General Returns/Exchanges)

Because our core products (including but not limited to: mosquito nets, cat nets, transparent window grilles, curtains) are mostly "customized products" tailored and cut according to the size of the customer's windows. Based on the characteristics of the products, once a customized product's dimensions have been confirmed and the order has been placed into production, except for major defects in the product itself, we do not accept applications for return, exchange, or order cancellation due to personal reasons such as "change of mind," "incorrect size measurement (applicable to orders measured by the customer themselves)," or "different from imagination."

4. Disclaimer for On-Site Environmental Changes (Important)

If the customer alters the on-site environment themselves after our staff has conducted on-site measurements (e.g., moving or adding furniture, carrying out renovation work, changing window frames, etc.), resulting in the final installation environment not matching the situation at the time of measurement, leading to the product being unable to be installed smoothly or the size being incorrect, the Company shall not be held responsible. The customer must fully bear the additional costs for modifying the product, remanufacturing, or additional installation arising from this.

5. Handling of Product Defects, Incorrect Deliveries, or Size Discrepancies

If you experience any of the following situations with the product you received, please contact us immediately within 3 days of receiving the product or after installation is complete. The Company will be responsible for following up and arranging for a free exchange or replacement parts for you:

• Severe exterior damage or deformation of the product caused during transportation.
• The style or color of the received product does not match the order.
• Missing necessary installation hardware or accessories.
• The product size deviates from the originally confirmed order size beyond the reasonable margin of error (please refer to the detailed description of each product for the reasonable margin of error).

6. Return, Exchange, and Repair Process

1. Contact Customer Service: Please contact our customer service department via WhatsApp or email.
2. Provide Information: Please provide your order number/invoice number, product name, and attach clear photos or videos of the defective details (if it involves a size issue, please attach photos of the actual measurement using a measuring tape).
3. Wait for Review: Our customer service team will reply to your application within 1-2 working days and confirm the subsequent handling plan (e.g., dispatching personnel to collect it, sending back replacement parts, or remaking it).

7. Explanation of Shipping and On-Site Handling Fees

• Product Defects / Incorrect Delivery / Incorrect Size Production (Company's Responsibility): Related costs for returning the product and resending it or dispatching personnel for on-site handling will be fully borne by Petnar Living.
• Returns and Exchanges of General Products for Personal Reasons (Customer's Responsibility): If a customer applies for a return or exchange of a non-customized product due to personal reasons, the shipping cost to return it to the warehouse must be borne by the customer. When exchanging, the shipping cost to send out the new product must also be paid by the customer.

8. Refund Details

• After the Company receives the returned product and confirms that it has been checked without errors (not installed and undamaged), we will process the refund procedure within 5-7 working days.
• The refund will be returned via the original payment method used for your purchase.
• Please note: Depending on the processing times of different banks and payment platforms, the actual time for the refund to reach your account may be delayed (usually taking about 7-14 working days). On-site measurement fees or completed installation fees (if any) are non-refundable.

9. Contact Customer Service

If you have any questions about the terms and conditions, product after-sales, or anything else, please feel free to contact us at any time:

• Email: business@petnar.com
• WhatsApp: +852 63688640
• Service Hours: Monday to Friday 10:00 - 18:00 (Excluding Public Holidays)

* Petnar Living reserves the right to modify these terms and conditions at any time. In the event of any dispute, Petnar Living reserves the right of final decision.