Refund policy

Each of our products is made to order, specifically for the customer who places it. As a result, we are unable to accept returns or process refunds unless the item arrives faulty or damaged.

If you receive a faulty or damaged product, please email support@petxcite.com within 30 days of receiving your order, with your order number, photos of the issue, and your refund or replacement request.

To be eligible

• The item must be faulty or damaged (for example, a print defect or damage in transit).
• Please include photographic proof and your order number or receipt.
• The claim must be made within 30 days of delivery.
• We do not accept returns or refunds if you change your mind.

Non-returnable items

• Gift cards
• Items that have been used or show signs of use

Refunds

We will email you to let you know whether your claim is approved. If it is approved, your refund will be issued to your original payment method within 5-10 business days.

Late or missing refunds

If you haven't received an approved refund yet, first check your bank account again, then contact your credit card company or bank, as it can take some time before a refund is officially posted. If you've done this and still have not received it, contact us at support@petxcite.com.

Exchanges

We replace items only if they are faulty or damaged.