Refund policy

Exchanges

We have a 7-day exchange policy for non-personalised items. A store credit will be applied to items that have been exchanged. The store credit will be the value of the item and has an expiry of 90 days.

To be eligible for an exchange, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You will also need the receipt or proof of purchase.

To start an exchange, you can contact us at nyxpet@gmail.com.

If your ex change is accepted, we’ll send you instructions on how and where to send your package. Your store credit will be applied once a tracking number has been provided to us by email.

The responsibility for covering postage fees rests with the customer.

 

Refunds 

Refunds will be accepted only for items that are defective or damaged. Please inspect your order upon receiving it and contact us immediately if the item is defective, damaged or if you received the wrong item.

We will notify you if your refund has been approved once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 7 business days.Please remember it can take some time for your bank or credit card company to process and post the refund too.

To enquire about a refund for a defective/damaged/wrong item please email us at nyxpet@gmail.com.

If more than 14 business days have passed since we’ve approved your return, please contact us on the above email.

 

 

Exceptions / non-returnable items

The following items can not be returned due to hygiene and customisation. Examples are personalised items (such as an engraved collars), food and water bowls, and pet hygiene care items (such as bath brushes).

Unfortunately, we cannot accept returns on sale items or gift cards.