Refund & Returns Policy

At Petvex, we are committed to providing a positive shopping experience for every customer. If you are not completely satisfied with your purchase, we offer a clear and transparent return and refund process.

1. 14-Day Return Policy

You may request a return within 14 days of receiving your order.

To qualify for a return, the item should:

  • Be returned in its original condition whenever reasonably possible.
  • Include all original accessories, manuals, and packaging (if available).
  • Be accompanied by your order number or proof of purchase.

To start a return, simply email us at info@petvex.shop.

2. Product Inspection & Eligibility

Customers are welcome to inspect and reasonably test products after delivery to confirm they are as described and functioning properly.

A product may not be eligible for return if it has been:

  • Intentionally damaged or misused after delivery.
  • Used beyond what is reasonably necessary to inspect or test the product.
  • Returned in a condition that makes it unsuitable for resale for reasons unrelated to a manufacturing defect.

For hygiene reasons, certain pet grooming items and pet apparel may not be eligible for return if they have been extensively used or soiled, unless they are defective, damaged upon arrival, or were shipped incorrectly.

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery at info@petvex.shop.

Please include:

  • Your order number
  • A brief description of the issue
  • Clear photos showing the problem

After reviewing your request, we will provide an appropriate solution, which may include:

  • A replacement item
  • An exchange
  • A full refund

If the issue is due to our error or a defective product, Petvex will also cover any applicable return shipping costs.

4. Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If your refund is approved, it will be processed to your original payment method within 5–7 business days. Depending on your payment provider, it may take additional time for the funds to appear in your account.

5. Exchanges

If you wish to exchange an item for another size, color, or available product, please contact us.

Exchanges are subject to product availability.

6. Return Shipping

  • If the return is due to a damaged, defective, or incorrectly shipped item, Petvex will provide appropriate return instructions and cover the return shipping cost where applicable.
  • For returns requested for personal preference (such as ordering the wrong size or changing your mind), customers are responsible for return shipping costs.

7. Order Cancellations

Orders may be canceled before they are processed or shipped.

If an order has already been shipped, it will be handled under this Return & Refund Policy.

8. Non-Returnable Items

The following items generally cannot be returned unless they are defective, damaged upon arrival, or incorrect:

  • Products intentionally damaged after delivery
  • Items with missing parts not caused by shipping
  • Products returned in an unsanitary condition unrelated to a product defect

Nothing in this policy limits your right to receive a replacement or refund for products that arrive defective, damaged, or not as described.

9. Contact Us

If you have any questions about returns, refunds, or exchanges, please contact us:

  • Email: info@petvex.shop
  • Phone: +1 (646) 980-5451
  • Address: 26 Mowbray Ave, Bay Shore, New York 11706, United States