Refund policy

We offer a 30-day return window from the delivery date (based on the carrier’s scan). All returns require prior authorization (an RMA). Do not send items back without an approved RMA — unauthorized returns will be refused.

How to start a return

  1. Email support@shopixpets.com within 30 days of delivery. Include your order number, the item(s) you wish to return, and clear photos (unopened/unused and the shipping label on the box).
  2. If your request is approved, we’ll issue an RMA number and provide the return hub address and packing instructions. You must ship the parcel within 7 days of RMA approval and share the tracking number.

Who pays return shipping

For change-of-mind, wrong size/model ordered, or any non-defect reason, the customer is responsible for return shipping costs. Please use a trackable, insured service; we’re not responsible for returns lost or damaged in transit.

Restocking fee

All eligible returns for refund are subject to a 15% restocking fee (applied to the merchandise price; original shipping charges are non-refundable). Additional deductions may apply for missing parts, damaged packaging, or cleaning if the item arrives with fur/odors/stains.

Eligibility

  • Items must be unused, unwashed, hair-free, and in the original retail packaging with all accessories, manuals, tags, and protective films.
  • Return must include the RMA number on the outside of the box and inside the package.
  • We may decline returns that arrive late (shipped after the 7-day RMA window), used, damaged, or incomplete.

Non-returnable items

  • Final-sale/clearance items and gift cards.
  • Opened or used hygiene-related pet items (e.g., beds/pads/covers that show signs of use, fur, odors, stains), unless defective.
  • Any item marked “non-returnable” at checkout.

Damaged, defective, or wrong item

Please inspect your order on delivery. If it’s defective, damaged, or incorrect, contact us within 7 days with photos/video of the issue and the shipping label. Once verified, we will offer a free replacement or a refund. For verified defects or mis-shipments, we cover the return/replacement shipping and no restocking fee is charged.

Exchanges

For the fastest turnaround, return the item per the process above and place a new order for the desired item once your return is accepted.

Refunds

After your return is delivered to our fulfillment partner, please allow 3–7 business days for inspection. If approved, we’ll issue a refund to your original payment method minus the applicable 15% restocking fee and any non-refundable outbound shipping charges. Your bank/card issuer may take additional time to post the credit. If it’s been more than 15 business days since approval and you haven’t seen the refund, contact us at support@shopixpets.com.

Refused/undeliverable packages

If a package is refused, unclaimed, or undeliverable due to an incorrect address, we can reship (additional postage applies) or refund the product price minus outbound shipping and the 15% restocking fee once the parcel returns to us.

Where to send returns

Returns are processed through our logistics partner. The return address is provided only with an approved RMA. Parcels sent to any other address or without an RMA may be lost and will not be accepted or refunded.

EU/UK statutory rights

If we ship to your EU/UK address, your statutory rights (including any applicable cooling-off period) apply in addition to this policy. Items must still be returned unused, in original packaging, with proof of purchase.

Questions? We’re here to help: support@shopixpets.com.