Refund policy

We Want You to Shop With Confidence

At Droxey, your satisfaction matters. If your pet feeding or grooming purchase didn't work out for any reason, we've put together a straightforward return process to make things as easy as possible. Please read through this policy before reaching out so we can resolve your request quickly.

Return Window

Returns are accepted within 30 days of the delivery date. This applies to both defective items and non-defective returns — including situations where you ordered the wrong size or simply changed your mind. Requests submitted after the 30-day period may not be eligible for approval.

Condition Requirements

To be accepted for a return, items must meet the following criteria:

• Unused and in original new condition
• Returned with original packaging, tags, and any included accessories
• Free from signs of use, alteration, or damage that occurred after delivery
• Accompanied by a valid order number or proof of purchase

Returns that don't meet these standards may be declined or result in a partial refund at our discretion.

Return Shipping Costs

Defective or Incorrect Items

If your item arrived damaged, defective, or not as described, please contact us right away with photos and your order details. We'll review your case promptly and provide instructions on how to proceed.

Non-Defective Returns

For returns based on personal preference — such as a size issue or change of mind — return shipping is the customer's responsibility. Original shipping charges are non-refundable in these situations.

Restocking Fee

A flat $5.00 restocking fee applies to all approved returns. This amount will be deducted from your refund prior to issuance.

How to Submit a Return Request

Please do not send anything back without contacting us first. Here's how the process works:

1. Email support@droxey.shop with your order number, a brief explanation of the reason for return, and photos if the item is damaged or incorrect.
2. Our team will review your request and follow up within 24 hours on business days.
3. If approved, we'll send you the return address and any relevant shipping instructions.

Returns sent back without prior approval may not be processed or accepted.

Refund Timeline

Once your return is received and inspected, we'll confirm whether it qualifies under this policy. Approved refunds are processed to the original payment method within 7 business days of completing the inspection. Your payment provider may take additional time to reflect the amount in your account. All refunds are issued in US Dollars (USD).

Exchanges

We do accept exchanges. If you need a different size or a replacement product, please go through the standard return process for your original order and place a new order once the return is approved. Our support team is happy to walk you through this if needed.

Order Cancellations

Orders may be cancelled within 24 hours of being placed. If your order has already moved into processing or shipment preparation, cancellation may no longer be possible. In that case, the item may still qualify for a return once delivered, subject to the conditions outlined in this policy.

Items Not Eligible for Return

The following fall outside the scope of our standard return policy:

• Final sale or clearance items
• Customized or personalized products
• Items returned in used, washed, or altered condition
• Products missing original packaging or included accessories

Questions? We're Here.

If you have any questions about a return, exchange, or refund, don't hesitate to reach out.

Business Information