Refund policy

PETIX – Return & Refund Policy

At PETIX, your pet’s happiness and safety are our top priorities. We want every toy to bring joy and excitement to your furry companion. If something isn’t right with your order, we’re here to help — simply, fairly, and transparently.

✅ Eligibility for a Refund

You may request a return or refund within 14 calendar days of receiving your order if:

  • You notify us within this period

  • The item is unused, unchewed, and in its original packaging

  • The item arrived damaged, defective, or incorrect

🚫 Non-Refundable Items

For hygiene and safety reasons, we cannot accept returns for:

❌ Items that have been used, chewed, washed, or damaged after delivery
❌ Pet toys showing signs of wear, bite marks, or saliva
❌ Custom or made-to-order products
❌ Final sale, clearance, or heavily discounted items
❌ Items clearly marked as non-returnable at checkout

📝 How to Request a Return

To initiate a return, please contact our support team and provide:

  • Your order number

  • A brief explanation of the issue

  • Clear photos of the item and packaging (if applicable)

Once reviewed, our team will guide you through the next steps.

🔄 Return & Refund Process

1. Review & Approval
Our team will review your request and may ask for additional details if required.

2. Return Instructions
If approved, you will receive the return address and shipping instructions.
📦 Return shipping costs are the customer’s responsibility unless the item was defective or incorrect.

3. Refund Issuance
After the returned item is received and approved, the refund will be issued to your original payment method.
⏳ Please allow 5–7 business days for the refund to appear, depending on your payment provider.

📌 Important Notes

  • All returns must be pre-approved

  • Items must be returned unused and in original packaging

  • Shipping fees are non-refundable unless the item was faulty or incorrect

  • Returns showing signs of use, chewing, or damage may be declined

  • Excessive or suspicious return activity may result in return refusal or account review

💬 Need Help?

We’re always happy to help.
Please visit our Contact Us page with any questions or concerns, and our support team will ensure your PETIX experience is smooth and worry-free — for both you and your pet 🐾