Refund policy
Return & Refund Policy
We want you and your pet to love what you ordered. If something isn't right, here's how it works.
Return window. You may request a return within 30 days of delivery. Items must be unused, in their original condition and packaging.
How to start a return. Email us at hello@loxleypet.com with your order number and a short note about what you'd like to return. We'll reply with return instructions and the correct return address for that item.
Refunds. Once your returned item is received and inspected, we'll issue your refund to the original payment method within 5–10 business days. You'll get an email when it's done.
Return shipping. For change-of-mind returns, the customer covers return shipping. If an item arrives damaged, defective, or incorrect, we cover it completely — just email us within 7 days of delivery with a photo, and we'll replace it or refund you at no cost.
Items that can't be returned:
- Sponsor-a-Meal Rescue Cards and donations — these are final sale, because the funds go directly to rescue work.
- Items marked final sale or clearance.
- Used, worn, or washed items, and opened hygiene products.
Damaged or wrong item. Email hello@loxleypet.com within 7 days of delivery with your order number and a photo. We'll make it right quickly — no return needed in most cases.
A note on our mission. Loxley Pets runs lean so that the proceeds from every purchase can fund animal rescue. We handle every return fairly and promptly — and we appreciate your patience knowing your support helps animals in need.