Returns & Refunds
Last updated: April 2026
1. General Rule
Because Pet Attix is a marketplace for new and pre-loved goods sold by independent users, returns are not automatically available for every order. Returns and refunds depend on the reason for the request, the Buyer Protection Policy, the listing details, applicable law, and Pet Attix's platform processes.
2. Eligible Return Scenarios
A buyer may be asked to return an item where the order is materially not as described, the wrong item was sent, an item arrives materially damaged, or another qualifying buyer protection issue exists. Pet Attix may require return before refund where doing so is reasonable and lawful. Return instructions, shipping labels, deadlines, and tracking requirements may be issued by Pet Attix or its support team.
3. Non-Returnable Scenarios
Returns are generally not available for change of mind, preference changes, fit dissatisfaction where sizing was accurately disclosed, minor disclosed defects, or circumstances caused by the buyer after delivery. Hygiene, safety, and consumable-related restrictions may also limit whether an item can or should be returned, especially if the item has been opened, used further, or contaminated after receipt.
4. Refund Timing and Method
If a refund is approved, Pet Attix may issue it to the original payment method, to platform balance, or by another lawful method communicated in the app. Refund timing may vary depending on payment provider processing times, return confirmation, fraud review, banking delays, and local legal requirements. The original Buyer Protection Fee remains non-refundable except where required by law or where Pet Attix decides otherwise.
5. Return Condition Requirements
Where a return is required, the buyer must send back the same item in substantially the condition in which it was received, subject to any inspection reasonably necessary to confirm the issue. Buyers must not substitute a different item, remove included parts, damage the item further, or discard packaging before instructed where packaging is relevant evidence. Pet Attix may deny or adjust a refund where returned goods do not match what was sent.