Returns & Refunds

1. Our Commitment

At Elixpaw, we want you and your pet to love every purchase. If you are not completely satisfied, we’re here to help with a simple and transparent return process.

2. Return Eligibility

We accept returns within 30 days of receiving your order.

To be eligible for a return:

• Items must be unused, unwashed, and in their original condition
• Items should be returned in their original packaging where possible
• Proof of purchase (order number or receipt) is required

Some products, such as perishable or hygiene-sensitive items, cannot be returned unless they arrive defective or damaged.

3. EU Customer Rights

For customers within the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without providing any reason.

Our 30-day return policy exceeds the EU’s 14-day withdrawal right, so EU customers are covered by our standard return policy.

4. Non-Returnable Items

The following items are not eligible for return unless defective or incorrect:

• Opened or used pet food, treats, supplements, or medication
• Items showing excessive wear beyond normal inspection

Certain items may also be non-returnable if applicable, including:

• Personalized or custom-made products (e.g., engraved items)
• Final sale or clearance items
• Gift cards

5. How to Start a Return

To initiate a return:

1. Contact us at [email protected] with your order number and reason for return
2. We will review your request and provide return instructions. Approved returns will be shipped to our warehouse in China. The exact return address will be provided upon approval.
3. Once approved, you may send the item back using a trackable shipping method

We will guide you through the return process step by step.

6. Refunds

Once we receive and inspect your returned item, we will notify you of the approval status.

• Approved refunds will be issued to your original payment method within 7–10 business days
• Shipping costs are non-refundable unless the return is due to our error
• Items not in original condition may be eligible for a partial refund

If you haven’t received your refund within 10 business days after approval, please contact your payment provider or our support team.

7. Exchanges

If you receive a defective, damaged, or incorrect item, we will gladly replace it or issue a full refund.

Please contact us within 7 days of delivery and include photos of the issue. In such cases, we will cover the return shipping cost.

8. Return Shipping

• For non-defective returns (e.g., change of mind), return shipping costs are the responsibility of the customer
• For damaged, defective, or incorrect items, we will cover return shipping

We recommend using a trackable shipping service, as we cannot guarantee receipt of untracked returns.

9. International Returns

If you are returning an item from outside your country, please follow the return instructions provided after approval.

To avoid additional customs fees, please mark the package as “Returned Goods” on the customs declaration form.

Any import duties or taxes related to return shipments are the responsibility of the customer.

10. Contact Us

If you have any questions about returns or refunds, please contact us:

Elixpaw
Email: [email protected]