Refund policy

Refund & Cancellation Policy – Petlux

Effective Date: [Insert Date]

At Petlux, customer satisfaction is our priority. We strive to provide high-quality pet products and a seamless shopping experience. Please read our Refund & Cancellation Policy carefully before placing an order.

Order Cancellation

You may cancel your order before it has been processed or shipped.

  • Orders can be cancelled within 12 hours of placing the order.

  • Once the order has been packed or shipped, it cannot be cancelled.

  • To request a cancellation, please contact us immediately at support@petlux.com with your Order ID.

If the cancellation is approved, your refund will be processed to the original payment method within 5–7 business days.

Return Policy

We accept returns only under the following circumstances:

  • You received a damaged product.

  • You received a defective product.

  • You received the wrong product.

  • The product is missing parts or accessories.

To be eligible for a return:

  • The request must be raised within 7 days of delivery.

  • The product must be unused, unwashed, and in its original packaging.

  • All tags, labels, manuals, and accessories must be intact.

  • Proof of purchase (Order ID or invoice) is required.

Non-Returnable Items

The following products cannot be returned:

  • Used or opened pet products.

  • Pet food, treats, or supplements once opened.

  • Grooming products that have been used.

  • Customized or personalized products.

  • Products damaged due to misuse or improper handling.

  • Clearance, sale, or promotional items (unless damaged or defective).

Damaged or Incorrect Products

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery.

Please include:

  • Your Order ID

  • Photos of the product

  • Photos of the shipping package

  • A brief description of the issue

Our team will review your request and provide a suitable resolution, such as a replacement or refund.

Refund Policy

Once the returned product is received and inspected:

  • Approved refunds will be processed within 5–7 business days.

  • Refunds will be credited to the original payment method.

  • For Cash on Delivery (COD) orders, refunds will be transferred to your bank account or UPI after verification.

Shipping charges (if any) are generally non-refundable unless the return is due to our error.

Replacement Policy

Eligible products may be replaced instead of refunded if:

  • The item arrived damaged.

  • The item is defective.

  • You received the wrong product.

Replacement orders are usually dispatched within 2–5 business days after approval.

Exchange Policy

Currently, Petlux does not offer exchanges for size, color, or change-of-mind purchases. If eligible, you may return the product according to this policy and place a new order separately.

Failed Deliveries

If an order is returned to us because:

  • The customer provided an incorrect address,

  • The customer was unavailable to receive the package, or

  • Delivery was refused,

we may deduct applicable shipping charges before processing any eligible refund.

Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account.

  2. Contact your card issuer or payment provider.

  3. Contact your bank, as processing times may vary.

If you still have not received your refund after 7 business days, please contact us.

Contact Us

For cancellation, return, refund, or replacement requests, contact:

Petlux Customer Support

Email: support@petlux.com

Website: https://www.petlux.com

Please include your Order ID in all communications for faster assistance.

Policy Updates

Petlux reserves the right to modify this Refund & Cancellation Policy at any time. Any updates will be posted on this page with the revised effective date.