Refund policy

Refund & Return Policy

At PetNexos, your satisfaction is our priority. If you're not completely satisfied with your purchase, we're here to help.

Return Eligibility

You may request a return within 30 days of receiving your order if:

The item is damaged or defective.
You received the wrong product.
The product arrives significantly different from what was described.

To be eligible for a return, the item must be unused, in its original packaging, and in the same condition in which it was received whenever possible.

Non-Returnable Items

The following items cannot be returned:

Items that have been used or damaged by the customer.
Products returned without prior authorization.
Gift cards.
Clearance or final sale items.

Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

Include:

Your order number.
A description of the issue.
Clear photos or videos showing the problem.

We will review your request and provide a replacement or refund if approved.

Refunds

Once your request has been reviewed and approved, your refund will be processed to your original payment method.

Please allow 7–15 business days for the refund to appear, depending on your bank or payment provider.

Return Shipping

If the return is due to our error (wrong item, damaged product, or defective item), PetNexos will cover the return or replacement costs where applicable.

For returns requested for reasons other than our error (such as a change of mind), the customer may be responsible for return shipping costs.