Refund and Returns Policy
Our refund and returns policy in plain English
We want you to order with confidence. If something is not right, this page explains exactly how to return an item, how long it takes and who pays for what. WLTX PET is a Dongguan-based pet supplies manufacturer and retailer, and every order — retail or wholesale — is covered by the terms below.
Returns window
You have 30 days from the date of delivery to return most unused items for a refund or an exchange. Once 30 days have passed we are unable to offer a full refund or exchange.
What makes an item eligible
To qualify for a return the item must be unused, in the same condition you received it, and in its original packaging. Proof of purchase — an order number or receipt — is required in every case. Please do not send goods back to the manufacturer address; all returns come back to our own returns address, which we confirm by email before you ship.
Items we cannot accept
For health, hygiene and safety reasons the following are not returnable:
- Opened food, treats, chews and supplements
- Prescription and veterinary diets
- Gift cards and downloadable products
- Any item that has been worn, washed or chewed by a pet
Perishable goods, sanitary items and hazardous materials are also excluded.
Refunds
Once your return arrives we inspect it and email you to confirm receipt and the outcome. If the refund is approved it is applied automatically to your original payment method. Bank and card processing time varies, so allow a few working days for the credit to appear on your statement. If it has not arrived, check your account again, then contact your card issuer or bank, as posting delays are usually on their side. If it is still missing, email us at [email protected] and we will chase it.
Partial refunds
We may grant a partial refund where an item shows clear signs of use, has been opened, is missing parts for reasons that are not our fault, or is returned more than 30 days after delivery.
Exchanges
We replace items that arrive defective or damaged, or where we shipped the wrong product. Email [email protected] with your order number and photographs, and we will arrange the replacement. Where a size or colour simply does not suit, treat it as a standard return and place a fresh order for the correct variant.
Return shipping
Buyers are responsible for the cost of return shipping, and shipping costs are not refundable. Where a refund is issued, the cost of return shipping is deducted from it. If the item was faulty, damaged in transit or not what you ordered, we cover the return shipping — send us the receipt and we will refund it.
Depending on where you live, a replacement may take different lengths of time to reach you. For higher-value returns, please use a trackable service or add shipping insurance; we cannot guarantee that an untracked parcel will reach us.
Wholesale and custom orders
Bulk and OEM orders are produced to your agreed specification. Claims for shortages, defects or specification differences must be raised within 14 days of delivery with photographs and the packing list, so we can investigate with our production and QC teams and agree a replacement or credit.
Need help?
Email [email protected] or call / WhatsApp +86 135 3866 1001 and we will help you with any refund or return question.