Refund and Returns Policy

Thank you for shopping at ThePetLuxe, operated by Vertex Commerce LLC. We want you and your pet to be completely satisfied with your purchase. If you are not happy with your order, our Returns & Refunds Policy explains how to initiate a return, the conditions for eligibility, and how refunds are processed.

1. Return Eligibility

We accept returns within 30 days of the delivery date under the following conditions:

Items must be unused, unworn, and in their original packaging with all tags and accessories included.
Opened or used pet food, treats, or consumables cannot be returned for health and safety reasons.
Personalized, custom-made, or clearance items are final sale and non-refundable.
Items damaged due to customer misuse or neglect are not eligible for return.

2. How to Initiate a Return

To request a return, please follow these steps:

Contact Us: Email us at support@thepetluxe.com with your order number and reason for return.
Receive Approval: We will review your request and, if approved, provide return instructions and a return shipping address.
Ship the Item: Pack the item securely and send it back using a trackable shipping service.
Inspection & Processing: Once received, we will inspect the item and notify you of the refund status.

3. Return Shipping Costs

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect due to our error.
We recommend using a trackable shipping method, as we are not responsible for lost return packages.
If a return is due to our mistake, we will provide a prepaid return label.

4. Refund Process

Approved refunds will be processed within 5-7 business days after we receive and inspect the returned item.
Refunds will be issued to the original payment method used for the purchase.
Depending on your bank, it may take an additional 5-10 business days for the refund to appear in your account.
Shipping fees (if applicable) are non-refundable unless the return is due to our error.

5. Exchanges

If you received a damaged or defective item, we will replace it free of charge.
For size or color exchanges, please initiate a return and place a new order for the desired item.

6. Non-Returnable Items

Certain products are not eligible for return or refund, including:

Pet food, treats, and other consumables
Personalized or custom-made items
Items marked as “Final Sale”
Gift cards

7. Contact Us

For any questions regarding returns or refunds, please reach out to our customer support team:

Email: support@thepetluxe.com
Business Name: Vertex Commerce LLC

We appreciate your business and strive to provide the best shopping experience for you and your pet!