Effective date: September 3, 2026

Refund Policy

This policy describes the return and refund process for items purchased directly from this website.

Eligible claims

We accept a return or refund request only when an item arrives damaged, defective, or materially different from the item ordered. You must contact us within 30 calendar days of delivery. Change-of-mind, preference-based, or unwanted-item returns are not accepted unless applicable law requires otherwise.

Start with a review request

Before returning an item, contact support@softpetalix.shop or +1 (575) 610-8069 with your order number, a description of the issue, and photos or other information that reasonably helps us evaluate the claim. Do not send an item back without written instructions; an unapproved return may be refused or delayed.

Condition and available remedies

When we authorize a return, please send included parts, accessories, and packaging when reasonably possible and avoid further damage. After review, we may provide a replacement, repair where appropriate, refund, or another remedy required by law. For an approved damage or not-as-described claim, we provide return instructions and explain any shipping arrangement before you send the item.

What is not eligible

Claims are generally not eligible for normal wear, misuse, alteration, accidental damage after delivery, failure to follow instructions, or a characteristic disclosed on the product page. This does not limit any warranty or remedy that cannot legally be limited.

Refund timing

Approved refunds are issued to the original payment method after the claim is approved and any required return is received or otherwise resolved. Payment providers may require additional time to post the credit. If an order cannot be shipped within a stated timeframe and a cancellation or refund right applies, we will provide the required notice and remedy.

Contact: Apex Logistics, 199 Sherlock Court, Corrales, New Mexico, United States. Reach us at support@softpetalix.shop or +1 (575) 610-8069.