Refund policy

Return & Refund Policy

Thank you for shopping at Petlux. We are committed to providing you with quality pet products and a satisfying shopping experience. Please read the following return and refund policy carefully.

1. 15-Day No-Questions-Asked Returns

This policy applies to standard-priced products only. Promotional (free) products and customized products are governed by Sections 3 and 4 respectively. Within 15 days of receiving your order, non-customized items are eligible for a no-questions-asked return and full refund. The following conditions must be met:

  • Item is unused and in its original condition
  • Original packaging is intact, with all accessories and documentation included
  • Valid proof of purchase is provided

Refunds will be processed within 5–7 business days after we receive and inspect the returned item, and will be issued to your original payment method. Return shipping costs are the responsibility of the buyer.

2. 30-Day Quality Issue Returns

Within 30 days of receiving your order, if the item has a quality defect (including but not limited to: damaged product, functional failure, or significant discrepancy from the product description), you may apply for a return and refund. To process a quality issue return, please provide:

  • Clear photos or video showing the issue
  • A written description of the problem

Once the quality issue is confirmed by our team, we will offer one of the following resolutions:

  • Replacement: We will arrange a reshipment of the item via economy courier at no additional cost to you; or
  • Return & Refund: If you prefer a return and refund, return shipping costs will be shared equally between the buyer and Petlux (each party covers 50% of the return shipping fee). Refunds will be issued within 5–7 business days after the returned item is received and inspected.

The preferred resolution will be mutually agreed upon between the buyer and Petlux.

3. Promotional Products Policy

All promotional products (i.e., products listed at $0.00 / free, where only shipping is charged) are not eligible for unconditional returns or refunds. These items are final sale. Returns will only be accepted in the case of a verified product defect or damage upon arrival, subject to Section 2 above.

4. Customized Products Policy

The following customized items are not eligible for return or refund unless a quality defect is confirmed:

  • Custom Pet Nameplate
  • Custom Pet Image Pillow
  • Any other personalized items confirmed by the buyer at the time of order

Once production of a customized item has begun, returns and refunds will not be accepted in the absence of a verified quality issue. Please review all customization details carefully before placing your order.

5. Non-Eligible Returns

The following situations are not covered by our return and refund policy:

  • Return requests submitted after the applicable time limits
  • Damage caused by misuse or improper handling
  • Used items with no quality defects
  • Promotional (free) products without a verified quality defect
  • Customized products without a verified quality defect

6. How to Request a Return or Refund

Please contact us through the following channels to initiate a return:

  • Email: 1521501581@qq.com

We will respond to your request within 1–2 business days.