FelixZhile Refund & Returns Policy

Last updated: November 28, 2025

Overview

Our refund and returns policy applies to 7 calendar days from the date of delivery. If 7 days have passed since you received your order, we cannot offer a full refund, exchange, or return.

Eligibility for Returns

To qualify for a return, your pet product must meet all of the following conditions:

1. Unused, unassembled (if applicable), and in the same condition as when you received it;
2. Packaged in its original retail box (including tags, care instructions, and accessories);
3. Free of pet hair, stains, or signs of wear (for hygiene & product resaleability).

Non-Returnable Items

The following FelixZhile products are not eligible for returns/exchanges (due to hygiene, customization, or product nature):

• Used pet beds, blankets, or grooming tools (hygiene risk);
• Custom-sized or personalized pet products (e.g., custom-fit pet crates);
• Opened pet toys (risk of wear/damage post-use);
• Gift cards (if applicable to your store).

Refund Process

1. Initiate a return: Contact our support team at support@felixzhile.com with your order number, product photos, and reason for return.
2. Return inspection: Once we receive your returned item, we will inspect it within 2–3 business days.
3. Refund notification: You will receive an email confirming whether your refund is approved or rejected.
4. Refund processing: Approved refunds will be credited to your original payment method within 5–7 business days (processing times vary by bank/credit card issuer).

Late/Missing Refunds

If you have not received your refund after 10 business days:

1. Verify your bank/credit card statement (refunds may take time to post);
2. Contact your payment provider to confirm processing timelines;
3. Reach out to info@felixzhile.com with your order number and refund confirmation email.

Sale Items

Only regular-priced pet products are eligible for returns/refunds. All sale/discounted items are final sale (no returns, exchanges, or refunds).

Exchanges

We only replace items if they are defective, damaged during shipping, or incorrect (e.g., wrong size/color sent):

1. Contact info@felixzhile.com with photos of the defective/damaged item and your order number;
2. We will provide a pre-paid return label (for our error) or instructions for returning the item;
3. Once the item is received, we will ship a replacement of the same product (no upgrades/downgrades).

Gift Returns

• If the item was marked as a gift and shipped directly to you: You will receive a FelixZhile gift card for the return value (mailed via email) once the item is inspected.
• If the gift was shipped to the giver first: Refunds will be issued to the original purchaser (the gift giver).

Return Shipping

• For our error (defects, wrong items): We cover return shipping costs (we will send a pre-paid label).
• For your reason (change of mind, incorrect size selection): You are responsible for return shipping costs (shipping fees are non-refundable; return shipping costs will be deducted from your refund if approved).
• We recommend using a trackable shipping service for returns (we are not responsible for lost return packages).

Need help? Contact our support team at info@felixzhile.com.