PETLUX CUSTOMER POLICY

Return & Refund Policy

Last updated: August 14, 2026

1. No change-of-mind returns

Petlux does not accept no-reason or change-of-mind returns. Please review product details, measurements, compatibility and care information before ordering.

2. Quality-related requests

If an item has a quality problem, contact Petlux within 20 calendar days after the carrier marks the order delivered. Please provide reasonable photos or video and a description of the issue. A complete unboxing video is not required as the only form of evidence.

After Petlux reviews and approves the request, the resolution will be one of the following:

The final eligibility decision and resolution are approved by Petlux. Partial refunds are not offered.

3. Return shipping for approved quality issues

When an approved quality issue is resolved through a return and refund, the buyer is responsible for 30% of the return shipping cost and Petlux is responsible for 70%. The original outbound shipping charge is not refundable. The return destination and payment arrangement will be provided when the case is approved.

4. Products priced below $10

A low-priced product means an item whose original, pre-discount selling price is strictly below $10 USD. After a quality issue is confirmed, Petlux may send a replacement without requiring the item to be returned. Partial refunds are still not offered.

5. Damaged, lost or misdelivered packages

Contact us promptly with the tracking details and reasonable supporting evidence. Petlux will review the carrier information and normally prioritize a replacement when appropriate.

6. How to contact us

Email 1521501581@qq.com or use the on-site chat. Do not post order numbers, addresses, phone numbers or other private information in public comments.