Refund policy
At Petlexa, we want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, you may request a return within 15 days of receiving your order, subject to the conditions below.
1. Return Eligibility
To be eligible for a return:
Your return request must be made within 15 days of delivery.
The item must be unused and in its original condition.
The item should be returned with its original packaging and accessories, where applicable.
The product must not be damaged, altered or used beyond what is reasonably necessary to inspect it.
Proof of purchase or your order number may be required.
2. Items That Cannot Be Returned
Certain items may not be eligible for return where permitted by applicable law, including:
Products that have been used or damaged after delivery.
Items that are personalised or made specifically to your requirements.
Products that cannot reasonably be returned for hygiene or health protection reasons once unsealed.
Gift cards or other non-returnable items clearly identified at the time of purchase.
This does not affect your statutory rights regarding faulty, damaged or incorrectly supplied products.
3. Faulty, Damaged or Incorrect Items
If you receive an item that is faulty, damaged, defective or different from what you ordered, please contact us as soon as possible at: contact@petlexa.com
Please include your order number and, where appropriate, clear photographs of the product and packaging.
We will review the issue and, where applicable, offer an appropriate solution such as a replacement, repair or refund in accordance with your legal rights.
4. How to Request a Return
To request a return, email us at: contact@petlexa.com
Please provide:
Your full name
Order number
Reason for the return
Photos of the product, if relevant
Please wait for our return instructions before sending any item back.
5. Return Shipping
For a change-of-mind return, the customer is responsible for the cost of returning the item unless otherwise stated by Petlexa.
If the item is faulty, damaged, incorrect or otherwise does not meet the requirements of applicable consumer law, Petlexa will cover reasonable return costs where required.
We recommend using a tracked delivery service when returning an item, as Petlexa cannot be responsible for items lost during return transit where the customer has arranged the return.
6. Refunds
Once your returned item has been received and inspected, we will confirm whether your refund has been approved.
Approved refunds will normally be issued to the original payment method.
Please allow your payment provider additional processing time for the refund to appear in your account.
Where required by applicable UK consumer law, refunds will be processed within the applicable legal timeframe.
7. Partial or Reduced Refunds
Where permitted by law, a refund may be reduced where an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and functionality, resulting in a reduction in value.
8. Exchanges
We may offer an exchange where appropriate and subject to product availability.
If the required replacement is unavailable, we will provide an appropriate alternative remedy where required by law.
9. Late or Missing Refunds
If you have been notified that your refund has been processed but it has not yet appeared in your account, please first check with your bank or payment provider.
If you still cannot locate the refund, contact us at: contact@petlexa.com
10. Your Statutory Rights
This policy does not affect your legal rights as a consumer under applicable UK law.
If a product is faulty, not as described, not fit for purpose or otherwise does not meet the standards required by law, you may have additional rights and remedies.
11. Contact Us
For any questions regarding returns or refunds, please contact:
Petlexa
Email: contact@petlexa.com
Business Address: 38 Collingwood Street, Newcastle Upon Tyne, United Kingdom, NE1 1JE
Phone: +44 20 3977 8720
We are happy to assist with your return or refund request.