Política de reembolso

PetX™ Refund & Return Policy

Effective Date: [01.01.2025]

At PetX™, we are committed to providing high-quality pet products and ensuring customer satisfaction. This Refund & Return Policy outlines the terms and conditions under which returns and refunds are accepted. This policy complies with U.S. consumer protection laws and applies to all purchases made on petx.store.

1. Eligibility for Returns and Refunds

A customer may request a return or refund within 14 days of receiving their order if one or more of the following conditions are met:

• The item has a manufacturing defect or was damaged during shipping.
• The customer received an incorrect item, color, or size due to a fulfillment error.
• The item is unused, in its original packaging, and in resellable condition.

All return and refund requests must be submitted for review and approval. A refund will only be issued after inspection and verification of the returned item.

2. Non-Returnable and Non-Refundable Items

The following items are not eligible for return or refund:

• Change of Preference: Returns based on personal preference, such as "I do not like the product," "My pet does not want to use it," or "The size/color/design does not fit," are not accepted.
• Used or Opened Items: Products that have been used, washed, or show signs of wear.
• Hygiene & Personal Use Products: Pet grooming brushes, feeding accessories, pet beds, and similar items that have been opened or used.
• Incorrect Shipping Information Provided by the Customer: If an order is undeliverable due to an incorrect or incomplete shipping address provided by the customer, no refund will be issued. The customer is responsible for ensuring that shipping details are accurate.
• Lost or Stolen Packages Marked as Delivered: If the carrier tracking system shows the package as "Delivered" but the customer claims non-receipt, the customer must contact the carrier directly. PetX™ is not responsible for lost or stolen packages once they have been marked as delivered by the carrier.

3. Return and Refund Process

To request a return or refund, the customer must follow these steps:

Step 1: Contact Customer Support

The customer must send a written request to support@petx.store, including:

• Order Number
• Photographic evidence of the item (if damaged, defective, or incorrect)
• Detailed description of the issue

Step 2: Return Authorization and Instructions

If the request meets the return eligibility criteria, the customer will receive instructions on how to return the item.

• The customer is responsible for return shipping costs, unless the return is due to a damaged, defective, or incorrect item.
• Returns must be shipped within 7 business days of receiving authorization.

Step 3: Product Inspection and Refund Processing

Upon receipt of the returned item, PetX™ will conduct an inspection within 3-5 business days. If the return is approved, a refund will be issued within 10 business days to the original payment method.

If the return does not meet the eligibility criteria, the customer will be notified via email with an explanation, and the item will not be refunded.

4. Refund Processing Time

Refunds are issued to the original payment method and may take up to 10 business days after approval.

• Some banks and credit card companies may require an additional 5-10 business days for processing and posting the refund.
• If the customer has not received the refund within 15 business days of approval, they should contact support@petx.store for further assistance.

5. Exchanges

PetX™ does not offer direct exchanges. If a customer wishes to replace an item, they must return the original item following the standard return process and place a new order for the desired product.

6. Fraud Prevention and Policy Abuse

PetX™ reserves the right to refuse a return or refund if:

• The item has been used, damaged due to improper handling, or is missing essential components.
• The return request is submitted outside the 14-day return window.
• There is evidence of fraudulent activity, excessive return requests, or policy abuse.

7. Contact Information

For all return or refund inquiries, customers may contact:

Email: support@petx.store

PetX™ reserves the right to modify this Refund & Return Policy at any time without prior notice. Changes will be posted on this page and will apply to all purchases made after the policy update.