Effective Date: 2025.12.1

This Refund & Return Policy applies to all purchases made from Wellix.

1. Food & Treat Products – Final Sale

Because we specialize in pet food, treats, supplements, and consumable goods, all food-related items are classified as final sale for hygiene and safety reasons.

Therefore:

• We do not accept returns once an order has been shipped.
• We do not offer refunds for reasons such as:
• Change of mind
• Your pet does not like the flavor
• Personal preferences or expectations
• Ordering by mistake

Once consumable pet products leave our warehouse, they cannot be resold or safely restocked — this ensures the safety and quality of all products delivered to our customers.

2. Damaged, Incorrect, or Missing Items

In the event that you receive a damaged, incorrect, or missing item, we will work with you to resolve the issue promptly. Please contact our customer support team within 48 hours of delivery with the following information:

• Your order number
• Photos of the damaged item or packaging
• A description of the issue

We will review your claim and, if valid, offer a replacement, refund, or store credit at our discretion.

3. Order Cancellation

Orders can be cancelled free of charge within 24 hours of placement, provided the order has not yet been processed or shipped. To cancel an order, please contact our customer support team as soon as possible.

4. Exceptions

All non-consumable products (e.g., toys, beds, collars) are eligible for return within 30 days of delivery, provided they are unused, in their original packaging, and in resellable condition. Returns are subject to a 15% restocking fee, and the customer is responsible for return shipping costs.

5. How to Contact Us

If you have any questions or concerns about our Refund & Return Policy, please contact our customer support team at support@wellixpet.com or through our website’s contact form.

2. Damaged, Incorrect, or Missing Items

If your order arrives with any issues, please contact us within 48 hours of delivery with photos/videos for verification.

We will assist you if:

The package is damaged during shipping
You received the wrong item
Items are missingProducts are expired or have serious defects

Once verified, we will offer one of the following solutions:

Free replacement shipment, or

Partial refund / store credit, depending on the situation

Note: We usually do not require returns for damaged or defective food items to avoid additional safety risks.

3. Order Cancellation

Orders may be canceled only if they have not yet been shipped.

Once an order has been processed or dispatched — including from our U.S. or overseas warehouse — it cannot be canceled or refunded.

4. Lost or Undelivered Packages

If your tracking number shows your package is lost or not delivered:

Contact us with your order number and tracking information

We will investigate with the carrier

If confirmed lost, we will reship your order or provide store credit/refund

5. Customer Responsibilities

We are not responsible for issues caused by:

Incorrect address or contact information provided by the customer

Refusal to accept delivery

Failure to pick up the package

Pet preference or dietary sensitivity (not considered a product defect)

Please double-check your address and product selections before placing an order.

6. Contact Us

If you received damaged goods or have questions about your order, contact us:

📧 Email: gangbeibbzhu@gmail.com
⏱ Response time: within 24–48 business hours

7. Policy Acceptance

By placing an order on our website, you acknowledge and agree to this Refund & Return Policy.