Refunds & Returns Policy

Last updated: September 27, 2026

This Refunds & Returns Policy applies to purchases made from Fenix Pet Friends. It is written for customers worldwide. Nothing in this policy limits any consumer right or remedy that cannot legally be excluded under the laws that apply where you live.

30-day return window

You may request a return for an eligible item within 30 days after delivery. To qualify for a standard return, the item should normally be unused, in the condition received and, where applicable, with its original packaging and accessories.

How to request a return

Please contact us before sending anything back. Include your order number, the product involved and the reason for the return. We will review the request and provide the return instructions that apply to your order and destination.

Do not send products directly to a supplier, fulfillment center or warehouse unless we have specifically instructed you to use that return address.

Damaged, defective or incorrect items

If an item arrives damaged, defective or materially different from what you ordered, contact us as soon as reasonably possible. Include your order number and clear photos or other information that helps us understand the issue.

Depending on the circumstances and applicable law, the appropriate resolution can include a replacement, refund, partial refund or another reasonable remedy.

Items that may not qualify for a standard return

A standard change-of-mind return may not be available for items that have been used beyond what is reasonably necessary to inspect them, materially altered after delivery, damaged through misuse, or returned incomplete. Personalized or custom-made goods, if we offer them, can also be subject to different rules.

These limitations do not remove rights you may have for defective, misdescribed or non-conforming goods under applicable law.

Refunds

Once an eligible return is received and reviewed, we will notify you of the outcome. Approved refunds are normally issued to the original payment method. The time required for the refund to appear depends on the payment provider, bank and local processing system.

Return shipping costs

Responsibility for return shipping depends on why the item is being returned, the destination and any mandatory local consumer rules. If the return is due to our error, a defective item or another circumstance where applicable law requires us to bear the cost, we will follow those requirements.

Cancellations and withdrawal rights

If applicable law gives you a statutory cancellation, cooling-off or withdrawal period, those rights apply in addition to this policy. If an order has already entered fulfillment or shipped, the available process may differ from a cancellation requested before fulfillment begins.

Exchanges

If you would like a different product or replacement, contact us first. Where an exchange is practical, we will explain the available options. In some situations, the simplest process may be a return followed by a new order.

Orders lost in transit

If tracking indicates a delivery problem or an order does not arrive within the expected delivery window, contact us with your order number. We will review the available carrier and fulfillment information and determine the appropriate next step.

Consumer rights worldwide

Consumer protection rules vary by country and region. If the law that applies to your purchase provides stronger or additional rights than this policy, those legal rights remain available to you.

Questions

For a return, refund or order issue, use our Contact Us page.