Política de reembolso
Thank you for shopping with Wellix. Because we sell pet treats, oral drops, powders, nutritional granules, supplements, eye care products, ear care products, grooming liquids, and other consumable or hygiene-sensitive pet products, we follow strict hygiene, quality, and product safety standards.
Final Sale – Consumable and Hygiene-Sensitive Pet Products
All pet treats, oral drops, powders, nutritional granules, supplements, eye care products, ear care products, grooming liquids, and other consumable or hygiene-sensitive pet products are final sale once the order has been shipped.
For hygiene, safety, and product integrity reasons, we do not accept returns or exchanges for these products after they leave our warehouse.
We do not accept returns, exchanges, or refunds for:
- Change of mind
- A pet not liking the flavor, scent, texture, or method of application
- Ordering the wrong product, size, or quantity
- Personal preference or expectations
- Products that have been opened, used, tested, or had their original seal removed
- Sale, clearance, promotional, or complimentary items
Damaged, Incorrect, Missing, Expired, or Defective Items
If your order arrives damaged, incorrect, incomplete, expired, or with a confirmed product defect, please contact us within 48 hours of delivery.
Please provide:
- Your order number
- A clear description of the issue
- Photos or videos of the product
- Photos of the outer packaging and shipping label
- Clear photos or videos showing the reported damage, defect, or order issue
Please do not discard or return the product unless our customer service team specifically instructs you to do so.
After reviewing the information provided, we may offer a replacement, partial refund, full refund, or store credit, depending on the circumstances.
A replacement provided for a damaged, incorrect, missing, expired, or defective item is considered an order-issue resolution and is not considered a product exchange.
Lost, Delayed, or Undelivered Packages
If your package appears to be lost, significantly delayed, or marked as delivered but has not been received, please contact us with your order number and tracking information.
We will review the available carrier information and assist with the appropriate resolution where possible.
Customers are responsible for providing a complete and accurate delivery address at checkout. Wellix is not responsible for delivery issues caused by an incorrect, incomplete, or outdated address submitted by the customer.
Order Changes and Cancellations
Orders may only be changed or cancelled before they have been processed or shipped.
Please contact us as soon as possible if you need to request an address change, product change, or cancellation.
We cannot guarantee that changes or cancellations can be completed after an order has been submitted. Once an order has been processed or shipped, it cannot be changed or cancelled.
Approved Refunds
If a refund is approved, it will be issued to the original payment method used for the purchase.
Please allow up to 10 business days for the refund to appear in your account. Processing times may vary depending on your bank, card issuer, or payment provider.
Original shipping fees are non-refundable unless the refund is approved because of an error made by Wellix.
Return Shipping
Because Wellix products are consumable or hygiene-sensitive, customers should not return any product without prior written authorization from our customer service team.
Unauthorized returns will not be accepted, refunded, or reshipped.
If a return is specifically authorized, our customer service team will provide the applicable return instructions.
Contact Us
For questions about your order or this policy, please contact us:
Email: service@wellixpetshop.com
Phone: +852 5138 5551
Business Hours: Monday–Friday, 9:00 AM–6:00 PM HKT
