Return & Refund Policy

Thank you for shopping at Petexo. We want you and your pet to love your purchase. Because we utilize a Global Partner Fulfillment model to ship items directly from international manufacturing hubs to your doorstep, our return process is structured to keep our supply lines efficient and our prices low.
Please read our policy carefully before initiating a return or refund request.
1. 5-Day Return & Claim Window
  • Timeframe: You have 5 calendar days from the date your package is marked as "delivered" by the courier to request a return or report an issue.
  • Eligibility: To be eligible for a return, your item must be unused, unwashed, in the original packaging, and in the same condition that you received it. Pet hygiene and wearable items (like collars or coats) must be completely free of pet hair or odor.
2. Damaged, Defective, or Incorrect Items
If your item arrives damaged, broken, or if you received the wrong product entirely, we will fix it right away at no extra cost to you.
  • How to report: Do not send the item back immediately. Contact our support desk within the 5-day window.
  • Required Proof: You must provide clear photographic or video evidence showing the defect, damage, or the incorrect item received, along with a picture of the shipping label on the outer packaging.
  • Resolution: Once approved, we will issue a replacement or a full refund to your original payment method.
3. Change of Mind Returns
If you change your mind, ordered the wrong size, or simply no longer want the product:
  • Return Shipping Costs: You, the buyer, are responsible for paying all return shipping, logistics, and handling fees to return the item to our designated partner warehouse facility. These shipping costs are non-refundable.
  • Trackable Shipping: We strongly recommend using a trackable shipping service. We cannot guarantee that we will receive your returned item, and we are not responsible for packages lost by your local courier during return transit.
4. Non-Returnable & Non-Refundable Items
For safety, health, and logistical reasons, the following items cannot be returned or refunded:
  • Perishable goods (such as pet food, treats, or supplements).
  • Custom-made or personalized pet items (e.g., engraved ID tags).
  • Items purchased on clearance, during flash sales, or marked as "Final Sale."
  • Products damaged due to normal wear-and-tear or pet misuse (e.g., chewed toys or scratched beds).
5. Refused Packages & Incorrect Addresses
  • Address Errors: Please double-check your shipping address at checkout. Petexo is not responsible for orders that are undeliverable due to a typo or incorrect address provided by the customer.
  • Refused Deliveries: If you refuse delivery of a package upon arrival or if a package is returned to the sender because it was not picked up from the local courier post, it does not qualify for a refund.
6. The Refund Process
  • Inspection: Once your return package is delivered to our partner warehouse, it will be inspected by the facility team.
  • Approval: We will notify you via email whether your return has been approved or rejected based on its condition.
  • Processing: If approved, your refund will be processed immediately. Depending on your financial institution or local banking system, the credit may take 5 to 10 business days to appear on your bank statement.
How to Start a Return
To begin a return request, please email our support team. Please include your Order Number and the reason for your return. Our team will review your request and provide you with the correct warehouse return address.