Simple Returns. Thoughtful Support.
We want customers to understand how to request a return or refund for eligible Hixve™ pet accessories.
This policy explains return eligibility, product condition requirements, shipping responsibilities, damaged items, and refund procedures.
For eligible change-of-mind returns after delivery.
8:00 AM – 10:00 PM Daily
Approved refunds are normally returned to the original payment method.
1. Return Request Period
Under our proposed standard return policy, customers may request an eligible change-of-mind return within 30 days after delivery.
This voluntary return arrangement does not limit consumer rights that apply under the law.
2. Return Eligibility
For an eligible change-of-mind return, products should normally be unused, in their original condition, and include original packaging and supplied accessories.
Please contact support before shipping any item back to our team.
3. Hygiene and Product Condition
Some pet care products may come into direct contact with animals, fur, skin, or litter.
For change-of-mind requests, used grooming accessories, litter products, or other items presenting hygiene concerns may have different return eligibility where permitted by law.
This does not remove legal remedies for defective, unsafe, or misdescribed goods.
4. How to Request a Return
- Email service@hixvel.com with your order number.
- Identify the product you wish to return.
- Explain your reason for the request.
- Include photographs where appropriate, especially for damage or incorrect products.
- Wait for return instructions and the correct destination address.
- Follow the approved shipping procedure.
5. Change-of-Mind Return Shipping
For eligible change-of-mind returns, customers are generally responsible for return shipping charges, unless we agree otherwise or applicable law requires a different arrangement.
6. Damaged or Defective Products
If a product arrives damaged, defective, incomplete, or different from the description, please contact us promptly after delivery.
Provide photographs and an explanation of the issue when practical. We will assess the matter and explain the appropriate repair, replacement, return, or refund remedy.
7. Incorrect Items
If you receive a product different from the item ordered, contact our support team with your order details and photographs.
We will review the issue and provide an appropriate resolution under applicable law.
8. Missing Components
If an item arrives without an accessory or component described as included, please contact us with your order number and a description of the missing part.
9. Return Inspection
Returned merchandise may be inspected to assess product condition, eligibility, and the appropriate remedy.
Customer service will communicate the result of the return review.
10. Refund Processing
After a refund is approved, we will initiate it promptly and within any time required by applicable law.
Approved refunds are normally sent to the original payment method where possible. The time for funds to appear may vary by bank or payment provider.
11. Order Changes and Cancellation
To change or cancel an order, please contact service@hixvel.com as quickly as possible.
Changes may not be possible after fulfillment or dispatch. Mandatory cancellation rights remain unaffected.
12. Return Address
Our registered company address is not necessarily the product return warehouse.
Do not send merchandise to the registered address unless specifically instructed. Contact customer service for the appropriate return location.
13. Consumer Rights
Nothing in this Return & Refund Policy excludes statutory rights, warranties, or remedies that cannot lawfully be restricted.
Questions About a Return?
Contact our customer care team for help with eligibility, return instructions, damaged products, or refund status.