Return Policy

Understanding Our Return Policy

30-Day Guarantee

Any item you purchase from us comes with a 30-day warranty. If you are not satisfied with your purchase, we will refund your money. Return shipping costs should be borne by the customer.

If you want to return the product, please contact our customer support team by email: support@petmaxbox.com

Order Cancellation

In order to cancel your order (partial order), please contact our customer support team by email: support@petmaxbox.com

Please note that we cannot cancel the shipment after the item has been dispatched. If you want to cancel the order after the item has been dispatched, please wait for the shipment and refuse to receive it when it arrives. In this case, we will refund 50% of the product cost to cover the shipping costs to and from your country. If the shipment is not refused, we will not be able to refund.

If the order is cancelled before dispatch, a cancellation fee of 5% will be charged to cover the transaction processing costs.

Damaged Items

If the item arrives damaged, please contact our customer service team by email: support@petmaxbox.com. Please do not rush to throw away the damaged item - please provide a photo of it so that we can resolve the problem as soon as possible. If you are unable to provide photos, we cannot send a replacement or refund. There is no need to return damaged goods.

Note: Claims for damaged items are accepted within 15 days from the date of delivery.

Lost Goods

If a package has been in transit for more than 2 months, it is considered lost. In this case, we can re-ship it free of charge or refund the full amount. If the tracking status of the shipment is "delivered" but you did not receive the goods, we cannot refund, only replace.

Returned Goods

If the goods are returned from the destination country due to end of collection period, delivery failure, wrong address or customs verification issues, we can refund 50% of the product price (to cover shipping costs to and from your country) or re-ship - in this case, the customer should bear the shipping costs.

Customs Obligations

Customs policies vary from country to country. Customs duties may be levied on both large and small shipments. Customs obligations are the responsibility of the customer.

If you have any further questions, please contact our customer support team: support@petmaxbox.com.

What is Our Return Policy?

Our Return Policy is designed to provide you with peace of mind while you shop. We understand that sometimes purchases don't meet your expectations, so you can return items within 30 days for a full refund. This policy applies to most products, and we encourage you to check specific item conditions because some exclusions may apply. This flexibility ensures that you can shop confidently, knowing you have options if something isn’t right.

How to Return an Item?

Returning an item is simple and easy. First, locate your receipt or proof of purchase, because you will need this for processing your return. Pack the item securely, preferably in its original packaging, and include any accessories. After that, you can drop it off at your nearest return location or ship it back using the provided return label. We want to make the process straightforward for you, so if you have questions, feel free to reach out to our customer service.

What Happens After You Return an Item?

Once we receive your returned item, we will process the refund within 5-7 business days. If you made the purchase using a credit or debit card, the funds will be credited back to your account. However, refunds for cash purchases may take longer, so please be patient. We strive to make it a smooth experience, and if there are any issues, our support team is ready to assist you. This transparency helps you understand what to expect after returning a product.