Refund & Returns Policy
At Petvex, we want you and your pets to be completely satisfied with every purchase. If you are not fully happy with your order, we provide clear and simple options for returns, exchanges, and refunds.
1. Returns Eligibility
You may request a return or refund if:
- The product is damaged, defective, or arrived incorrectly.
- The product is unused, in its original packaging, and in the same condition as when it was received.
Note: For hygiene and safety reasons, certain products (like pet grooming items or apparel) may not be eligible if they have been opened or used.
2. Return Request Timeframe
- All return requests must be submitted within 14 days of receiving your order.
- To initiate a return, contact us at info@petvex.shop with your order number and reason for return.
3. Refund Process
- Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
- Approved refunds will be processed to the original payment method within 5-7 business days.
- Shipping fees are non-refundable, except in cases where the item was received damaged or incorrect.
4. Exchanges
- If you want to exchange a product for a different size, color, or item, please contact us at info@petvex.shop.
- Exchanges are subject to availability of the replacement product.
5. Shipping Returns
- Customers are responsible for the return shipping costs unless the product was defective or incorrectly sent.
- We recommend using a trackable shipping method to ensure the item reaches us safely.
Return Address: 1326 E 48th St #1, Brooklyn, NY 11234, United States
6. Damaged or Defective Items
If your product arrives damaged or defective, please contact us within 48 hours of delivery with a photo of the item. We will replace the product or issue a full refund, including shipping costs.
7. Contact Us
If you have any questions about refunds, returns, or exchanges, our team is ready to help:
Phone: +1 (646) 493-0444
Email: info@petvex.shop