Refund and Returns Policy

At Cuxipet, your satisfaction and your pet’s happiness are our top priorities. We strive to ensure every order meets the highest standards of quality and reliability. However, if something doesn’t go as expected, we’re here to help. Please read this Refund and Returns Policy carefully to understand your rights and our process for handling refunds, exchanges, and returns.

1. Eligibility for Returns

We accept returns for most unused and undamaged items within 30 days of delivery. To qualify for a return, your item must meet the following conditions:

• The item is in its original packaging and in resellable condition.
• All original tags, accessories, or manuals are included.
• No signs of wear, washing, or alteration are present.

Items that fail to meet these conditions may not be eligible for a refund or exchange.

2. Non-Returnable Items

For hygiene and safety reasons, certain items cannot be returned unless defective or damaged upon arrival. These include (but are not limited to):

• Pet grooming tools that have been used
• Personalized or custom-made products
• Opened pet treats, food, or supplements
• Gift cards or promotional items

If you have questions about a specific product’s eligibility, please contact our customer support before initiating a return.

3. Damaged or Defective Products

We carefully inspect every order before shipping. However, in the rare event you receive a damaged, defective, or incorrect item, please notify us within 7 days of delivery. Send clear photos of the damaged product and its packaging to [email protected]. Our team will review your claim and offer one of the following solutions:

• A full replacement of the same product (if available)
• A refund to your original payment method
• A store credit for future purchases

4. Return Process

To start a return, please contact us by email with your order number and reason for return. Once approved, you’ll receive detailed instructions and a return address. Please do not send products back without authorization, as this may cause delays in processing.

Customers are responsible for return shipping costs unless the return is due to our error (such as receiving a wrong or defective item). For safety, we recommend using a trackable shipping service when sending items back to us.

5. Refunds

Once your return is received and inspected, we’ll send you an email to confirm receipt and notify you of the refund approval or rejection. Approved refunds will be issued within 5–10 business days to the original payment method. Please note that your bank or payment provider may take additional time to post the refund to your account.

If you have not received your refund after 15 business days, please first check with your bank or card company. If the issue persists, contact us at [email protected] and we’ll be happy to assist.

6. Exchanges

We currently offer exchanges for defective or incorrect items only. If you would like a different color, size, or style, we recommend returning your original item for a refund and placing a new order. This ensures you receive your replacement as quickly as possible.

7. Late or Missing Refunds

If you haven’t received your refund after the standard processing period, please follow these steps:

• Check your bank account or PayPal balance again.
• Contact your credit card company—it may take some time before your refund is officially posted.
• Reach out to your bank, as processing times may vary.

If you’ve done all this and still haven’t received your refund, please contact us directly.

8. Order Cancellations

Orders may be cancelled within 12 hours of purchase if they have not yet been shipped. Once an order is processed or dispatched, cancellation is no longer possible. Please email our team promptly if you wish to cancel an order after placing it.

9. Return Shipping Responsibility

Customers are responsible for all return shipping costs unless the product is defective or the wrong item was sent. Original shipping fees are non-refundable. We recommend packaging your return securely to prevent damage during transit.

10. Refund Exceptions and Adjustments

In certain cases, only partial refunds may be granted. Examples include:

• Items returned beyond the 30-day window
• Items not in original condition, damaged, or missing parts for reasons not due to our error
• Sale or clearance items marked “Final Sale”

11. Contact Us

We’re always happy to help resolve any issues regarding your order. Please reach out to us for guidance before sending any product back.

By purchasing from Cuxipet, you acknowledge that you have read and understood this Refund and Returns Policy. Our goal is to ensure that both you and your pet have a positive, worry-free shopping experience every time.