Refund policy
Effective Date: January 1, 2022
Welcome to PetRelaxHub.store.
At PetRelaxHub, we believe every pet deserves comfort, and every customer deserves a worry-free shopping experience. Our mission is to provide premium pet comfort products while ensuring transparent, fair, and customer-friendly policies. This Return & Refund Policy explains how returns, refunds, exchanges, cancellations, and damaged orders are handled when you purchase from our website.
By placing an order through PetRelaxHub.store, you acknowledge that you have read, understood, and agreed to the terms outlined below.
Our Commitment
Customer satisfaction is one of our highest priorities. We carefully inspect every order before shipment and work closely with our fulfillment partners to ensure your products arrive safely.
If your purchase does not meet expectations, we are here to help. Our support team will guide you through every step of the return or refund process with professionalism and respect.
30-Day Return Policy
We proudly offer a 30-day return period from the date your order is delivered.
You may request a return for eligible products within 30 calendar days after receiving your package.
After this period has expired, we may unfortunately be unable to approve your return request.
Eligible Return Conditions
Products may qualify for a return if they meet one or more of the following conditions:
The product arrived damaged.
The product arrived defective.
You received the wrong item.
The product has a manufacturing defect.
The item does not match the order placed.
The package was incomplete.
The item became unusable due to a verified production issue.
For hygiene and safety reasons, returned products should preferably be unused and in their original packaging whenever possible.
Items That May Be Returned
Eligible items generally include:
Pet cooling mats
Elevated pet beds
Pet sleeping cushions
Pet accessories
Small animal habitat accessories
Pet comfort products
Other eligible merchandise sold by PetRelaxHub.store
Each request is reviewed individually to ensure a fair outcome for both customers and our business.
Non-Returnable Items
Certain products cannot be returned, including but not limited to:
Items damaged through misuse
Products altered after delivery
Products intentionally damaged
Lost or discarded products
Products returned without contacting our support team
Gift cards
Downloadable digital products
Promotional giveaway items
Clearance or final sale products when clearly marked
Free Returns
We proudly provide free returns on eligible orders.
If your return request is approved, we will provide instructions regarding the return process.
Customers should not return products without first receiving authorization from our customer support team.
Unauthorized returns may delay processing or prevent refunds from being completed.
Return Authorization
Before sending any product back, please contact us.
Our customer support team will review your request and provide:
Return approval (if eligible)
Return instructions
Return address (when applicable)
Additional documentation requirements if needed
Contact Information:
PetRelaxHub.store
374 Av. Victoria
Westmount, QC H3Z 1C3
Canada
Email: support@PetRelaxHub.store
Phone: (905) 815-9510
Proof of Purchase
To process a return, we may request:
Order number
Customer name
Email used during purchase
Delivery confirmation
Photos of the product
Photos of packaging
Photos showing any damage
Additional information if necessary
Providing complete information allows us to process requests more quickly.
Damaged Products
If your package arrives damaged, please notify us as soon as possible.
We recommend taking clear photographs of:
The shipping box
Shipping label
Product packaging
Damaged areas
Entire product
These images help us work with our shipping partners and speed up the resolution process.
Depending on the situation, we may offer:
Replacement
Partial refund
Full refund
Store credit
Incorrect Items
If you receive the wrong product, please contact us immediately.
After verification, we will arrange an appropriate solution, which may include:
Shipping the correct item
Replacement shipment
Refund
Store credit
There is no additional charge for correcting our shipping mistakes.
Missing Items
If part of your order is missing, please contact us with:
Order number
List of missing products
Photos of received items
Photos of packaging
We will investigate the issue and provide an appropriate resolution.
Defective Products
Products with manufacturing defects may qualify for:
Replacement
Refund
Store credit
Our team may request photographs or videos showing the issue before making a final decision.
Exchanges
We are happy to assist with exchanges whenever possible.
Exchanges are generally available for:
Defective products
Incorrect items
Damaged products
If you ordered the wrong size or color, please contact us before returning the item so we can discuss available options.
Order Cancellation
Orders may be cancelled before processing begins.
Once an order has entered fulfillment or has already shipped, cancellation may no longer be possible.
If shipment has already occurred, the order will instead be handled under our Return Policy.
Refund Process
Once your return has been received and inspected, we will notify you regarding the status of your refund.
If approved, refunds are processed back to the original payment method whenever possible.
Processing times vary depending on:
Payment provider
Bank processing
Credit card company
Financial institution
Most approved refunds appear within several business days, although some payment providers may require additional processing time.
Partial Refunds
In certain situations, partial refunds may be granted.
Examples include:
Minor cosmetic damage
Partial order issues
Missing accessories
Customer-requested partial compensation
Products returned with signs of use when accepted
Each situation is reviewed individually.
Late or Missing Refunds
If you have not yet received your refund:
Check your bank account.
Contact your credit card provider.
Contact your bank.
Allow additional processing time.
If you still have not received your refund after completing these steps, please contact our customer support team.
Refused Deliveries
If a package is refused without prior authorization or returned due to incorrect customer information, additional processing may be required before a refund can be issued.
Shipping fees incurred by the carrier may be deducted where permitted by applicable law.
Lost Packages
If a shipment appears lost during transit, we will work directly with the shipping carrier to investigate.
Investigation times vary depending on the carrier.
Once the investigation is complete, we will determine the appropriate solution, which may include:
Replacement shipment
Refund
Store credit
Incorrect Shipping Address
Customers are responsible for providing an accurate shipping address.
If an incorrect address is submitted, please contact us immediately.
We will make every reasonable effort to update the address before shipment.
Once an order has shipped, address modifications may no longer be possible.
Return Shipping Instructions
Please do not return products without authorization.
Improperly returned items may:
Delay inspection
Delay refunds
Become ineligible for reimbursement
Always wait for official return instructions from our customer support team.
Fraud Prevention
To protect our customers and business, PetRelaxHub.store reserves the right to:
Verify purchase information
Request supporting documentation
Decline fraudulent claims
Limit excessive return activity
Investigate suspicious refund requests
These measures help maintain fair policies for all customers.
International Orders
We proudly serve customers worldwide.
Return eligibility for international orders follows the same general policy; however, shipping procedures, customs regulations, and transit times may vary by destination.
Customers are encouraged to contact us before initiating any international return.
Limitation of Liability
PetRelaxHub.store is not responsible for:
Delays caused by shipping carriers
Customs processing delays
Natural disasters
Weather events
Government restrictions
Incorrect customer information
Events beyond our reasonable control
Nothing in this policy limits rights provided under applicable consumer protection laws.
Policy Updates
We reserve the right to modify or update this Return & Refund Policy at any time to reflect operational, legal, or regulatory changes.
The most current version will always be published on PetRelaxHub.store.
Contact Us
If you have any questions regarding this Return & Refund Policy, our customer support team will be happy to assist you.
PetRelaxHub.store
374 Av. Victoria
Westmount, QC H3Z 1C3
Canada
Email: support@PetRelaxHub.store
Phone: (905) 815-9510
Our goal is to make every shopping experience as comfortable and dependable as the products we provide for your beloved pets. Thank you for choosing PetRelaxHub.store.