PETLUX CUSTOMER POLICY

Return & Refund Policy

Last updated: September 10, 2026

1. No refund without a return

Petlux does not offer refund-only resolutions for products. Except for an eligible order canceled before shipment, every approved product refund requires the original item to be returned to the address provided by Petlux and inspected. A replacement or remake is not a refund.

2. Standard returns

Standard, non-custom products may be returned within 30 calendar days after the carrier marks the order delivered. To qualify, the item must be unused, unwashed, unaltered and returned with its original packaging and included accessories, when supplied.

The customer must provide proof of purchase, current and authentic photos showing the item and its condition, and an accurate explanation of the return reason. Petlux staff will review the request before authorizing a return.

For a standard change-of-mind return, the customer is responsible for purchasing tracked return shipping. The original outbound shipping charge is not refundable.

3. Quality-related requests

If an item has a quality problem, contact Petlux within 20 calendar days after delivery. The request must include current and authentic photos of the received item and an accurate description of the problem. Video may be provided as additional evidence, but it does not replace the required photos.

After Petlux staff reviews and approves the request, the resolution will be one of the following:

For an approved quality-related return and refund, the customer is responsible for 30% of the return shipping cost and Petlux is responsible for 70%. The original outbound shipping charge is not refundable. Partial refunds are not offered.

4. Wrong or damaged items

If Petlux sends the wrong item or an item arrives damaged, contact us within 20 calendar days after delivery. Provide current and authentic photos of the item, its packaging and the shipping label, together with an accurate description of the problem.

After approval, the customer may choose a free replacement or a full refund. Petlux will cover the reasonable return shipping cost and, for a replacement, the replacement shipping cost. A refund is issued only after the original item is returned and inspected. For an approved full refund under this section, the original standard outbound shipping charge is also refunded.

5. Low-priced and promotional items

A low-priced item means a product whose original, pre-discount selling price is strictly below $10 USD. Promotional items include products sold under an expressly stated promotional, complimentary or pay-shipping-only offer.

After Petlux approves the request, these items may be returned for a refund or replaced. For a refund, the original item must be returned and inspected. The customer is responsible for all applicable return shipping costs. If the customer chooses a replacement, the customer is responsible for the replacement shipping cost. These shipping rules apply to low-priced and promotional items even when the request concerns a quality issue, damage or a wrong item, except where applicable law does not allow that allocation.

The 30-day standard return deadline applies to eligible change-of-mind requests. The 20-day deadline applies to quality, damage or wrong-item requests.

6. Custom and personalized products

A custom or personalized order may be canceled only before production begins. Once production has started, it cannot be canceled, returned or refunded because of a change of mind.

If a custom item has a quality problem, contact Petlux within 20 calendar days after delivery with current and authentic photos and an accurate description of the problem. After staff review, Petlux may approve either a remake or a return and refund. The customer is responsible for the applicable return shipping cost for a refund and the outbound shipping cost for a remake. A refund requires the original custom item to be returned and inspected.

7. Order cancellations

A standard order may be canceled before it is shipped. A custom or personalized order may be canceled only before production begins. Once an order has shipped, it must follow the applicable return rules above. An approved cancellation of an unshipped order is refunded to the original payment method and is not treated as a refund-only product resolution because no product has been shipped.

8. Request review and return authorization

Contact Petlux before sending any item back. Include the order number, current and authentic photos of the actual item, and a complete and accurate description of the reason for the request. Petlux staff will compare the evidence with the order, product information and, when relevant, carrier records.

If the request qualifies, Petlux will provide the approved resolution, return destination and shipping instructions. Items sent without authorization may not be accepted.

9. Refund timing

This policy does not provide refund-only product resolutions. After an authorized returned item is received and inspected, Petlux will initiate an approved refund to the original payment method within 5 business days. PayPal or the customer's financial institution may require additional processing time before the funds appear.

10. Lost or misdelivered packages

Contact Petlux with the order and tracking details. After the carrier information is reviewed and the loss or misdelivery is confirmed, Petlux may send a replacement. Because no item can be returned in these cases, this policy does not offer a refund-only resolution.

11. How to contact us

Email 1521501581@qq.com or use the on-site chat. Do not post order numbers, addresses, phone numbers or other private information in public comments.

Nothing in this policy limits consumer rights that cannot legally be excluded.