Refund policy

At PetXWay, we want you and your pet to be happy with your purchase. If you experience any issues with your order, please review our policy below.

Return & Refund Eligibility

We accept returns and refunds only under the following conditions. Please inspect your order upon reception and contact us immediately if an issue is present, so that we can evaluate the issue and make it right.

  • Defective or Damaged Products – If you receive an item that is defective or damaged.
  • Incorrect Item Received – If we sent you the wrong product.

We do not accept returns or refunds for:

  • Change of mind or buyer’s remorse.
  • Items that have been used, altered, or are not in their original condition and packaging.

14-Day Return Policy

You have 14 days from the date you receive your item to request a return.

To be eligible for a return, the item must be:

  • In its original condition, unworn or unused, with tags and in its original packaging.
  • Accompanied by a receipt or proof of purchase.

How to Request a Return

  1. Contact us at info@petxway.com with your order number and a clear photo or video of the issue.
  2. If your return is accepted, we’ll provide you with a return shipping label and instructions.
  3. Items sent back without prior approval will not be accepted.

For any return questions, feel free to email us at info@petxway.com.

Refunds

  • Once we receive and inspect your return, we will notify you about the refund approval.
  • If approved, the refund will be processed to your original payment method within 7 business days. Please note that it can take additional time for your bank or credit card company to post the refund.
  • If more than 15 business days have passed since your return was approved and you haven’t received your refund, please contact us at info@petxway.com.

Exchanges

We do not offer direct exchanges. The fastest way to get a replacement is to follow the return process for a full refund and place a new order for the correct item. Please note that this process is only available for items that are incorrect, damaged, or defective, and we do not accommodate exchanges for reasons such as change of mind.

We appreciate your trust in PetXWay and are always here to help!