At Toutou Village, customer satisfaction is our top priority. However, due to the nature of the products and services we offer, our return and exchange policies are defined as follows:
1. Products
Returns or exchanges are only possible in cases of confirmed defects or damage, as verified by us or the manufacturer.
Each case is reviewed according to the manufacturer’s warranty and return policy.
Refunds are generally not provided except under special circumstances.
2. Live Animals
Live animals are non-returnable under any circumstances.
Only in cases of serious illness or death within 24 hours of purchase, and with a valid receipt, may an exchange for a similar animal be considered.
Final decisions are made after review by the store and, if needed, with veterinary consultation.
3. Grooming Services
Completed grooming services are non-refundable.
Any dissatisfaction or visible issues must be reported immediately at the time of pet pickup.
In such cases, we will do our best to address and resolve the issue on the spot at no additional cost.
After the pet leaves the pickup location (store or customer’s doorstep), we are not responsible for any issues that may occur en route or afterward.
If a pet exhibits dangerous behavior, excessive stress, or poses a safety concern for staff or itself, we reserve the right to stop the service at any stage.
In such cases, a full grooming fee or a special handling fee may apply (e.g., for aggressive or unsafe pets).
For full details on service terms and responsibilities, please refer to our Terms and Conditions page: