At Bugsy’s Hong Kong, we want to ensure your experience with us is smooth and enjoyable. That’s why our returns policy is straightforward. If something doesn’t go as planned, our dedicated customer service team is here to set things right.

Please note: To process returns or refunds, you must first contact a Bugsy representative by emailing to bugsys@bugsys.com.hk. We will provide you with a return number and address. Without these, we cannot process your return or refund.

• You can return items within 28 days of purchase if they are unopened and in their original condition, including packaging. Such returns are eligible for exchange or credit.
• Refunds are available for opened items that are faulty, not fit for purpose, or not as described on our website. Items returned after 28 days may not qualify for a refund or may incur a restocking fee.
• With exception of the above, we cannot refund or exchange opened food, treats, or edible items due to strict health policies. Please choose carefully and double-check your order before finalising it.
• Customers are responsible for return shipping costs unless the error is ours. Return shipping may be more expensive than the original shipping cost.
• If you have a fussy pet, try to get a sample from our booth at shows and events, or from our retailer shops.

If you receive a damaged shipment or product, please email photos of the damaged item to bugsys@bugsys.com.hk along with your invoice number and name. We will work with you to resolve the issue promptly.

For further information, please check out our Terms and Conditions and Privacy Policy