Returns & the coat promise.
Use any formula for 60 days. If your animal's coat, skin, paws or nose are no better for it, send back what's left — opened, half-used, whatever. We'd rather have the feedback than the sale.
The 60-day coat promise
You have 60 days from delivery to return anything for a full refund or an exchange. We don't require the original packaging and we don't require the item to be unused — a half-empty bottle of The Coat that didn't suit your dog is exactly what this promise is for.
We'd rather have the feedback than the sale. If a formula didn't do what you hoped, tell us what happened — it goes to the person who made it.
How to return something
- Email hello@getpetyx.com with your order number and which item you're sending back.
- We send a prepaid return label within one business day. Returns cost you nothing.
- Put the item in any box or bag, attach the label, and drop it off.
- We email you the moment it arrives and again when the refund is issued.
Refunds
Refunds are issued to the original payment method within 3–5 business days of the return arriving with us. Your bank may take a further few days to show it, which is outside our control.
Original outbound shipping is refunded on faulty items and on any order where we made the mistake. On a straightforward change of mind we refund the item price and keep the original shipping.
Exchanges
Tell us what you'd like instead and we'll ship it as soon as the return is scanned by the carrier — you don't have to wait for it to reach us. If the exchange costs more we send a payment link for the difference; if it costs less we refund the difference.
Tools & hygiene
The Brush, The Comb and The Towel are returnable within 60 days in as-new condition. A used grooming tool can't be returned for hygiene reasons — but if one arrives faulty or fails in normal use, we'll replace it, no questions.