Returns & Refunds

Return window

Eligible items may be returned within 90 days of delivery.

To be eligible, your return request must be started within the return window.

This policy is provided for store information and is not legal advice.

Return condition rules

Returned items must usually be:

  • Unused.
  • Clean.
  • Undamaged.
  • In original packaging.
  • Complete with all accessories, manuals, parts, and inserts.
  • Returned with proof of purchase.

Items that show signs of use, damage, missing parts, or altered packaging may not qualify for a refund.

Items that may be excluded

Some items may not be eligible for return, including:

  • Final sale items.
  • Gift cards.
  • Personalized or custom products.
  • Opened hygiene-sensitive items, if applicable.
  • Items damaged by misuse, improper handling, or normal wear.
  • Products missing original parts or packaging.
  • Clearance items marked as non-returnable.

Product-specific exclusions may appear on the product page.

Damaged, defective, or incorrect items

If your item arrives damaged, defective, or incorrect, contact us within 30 days of delivery.

Email: thepetrix.com@gmail.com

Please include:

  • Order number.
  • Item name.
  • Clear photos of the item.
  • Clear photos of the packaging.
  • A short description of the issue.

We will review the information and explain the next steps. A replacement, refund, or store credit may be offered depending on the issue and product availability.

How to start a return

To start a return:

  1. Email thepetrix.com@gmail.com
  2. Include your order number.
  3. Tell us which item you want to return.
  4. Share the reason for return.
  5. Wait for return instructions before sending anything back.

Do not send items back without return approval. Unapproved returns may not be accepted.

Return shipping

Return shipping responsibility depends on the reason for return.

  • If the return is due to customer preference, sizing, compatibility choice, or change of mind, return shipping may be the customer’s responsibility.
  • If the item is confirmed damaged, defective, or incorrect, Petrix may provide a solution based on the review outcome

    Exchanges

    Exchanges may be available if:

    • The item is eligible.
    • The requested replacement is in stock.
    • The return is approved.
    • Any price difference or shipping fee is handled.

    Contact us before returning an item for exchange.