At Reflex, we aim to ensure our customers are fully satisfied with their purchases. Our Refund and Returns Policy outlines the guidelines for returning products, refund eligibility, and other related information to make the process as straightforward as possible.

1. Return Eligibility

To be eligible for a return, please ensure that:

  • The item is unused, in its original packaging, and in the same condition as when it was received.
  • Returns are initiated within 30 days of receiving the item.
  • Proof of purchase is available, such as an order confirmation or receipt.

Certain items, including perishable goods and items marked as non-returnable, may not be eligible for return. Please check the product details before initiating a return.

2. Non-Returnable Items

The following items are generally not eligible for returns:

  • Opened pet food or other consumables
  • Products with damaged or missing parts not due to our error
  • Gift cards and promotional items
  • Sale or clearance items marked as final sale

3. How to Initiate a Return

To start a return, please follow these steps:

  1. Request a Return Authorization: Begin by submitting a return request through our customer service channels within 30 days of receipt.
  2. Prepare the Item: Ensure the item is securely packaged in its original packaging with all included accessories or instructions.
  3. Ship the Item: Once your return is approved, you will receive instructions for shipping the item back to us. Please retain the shipping receipt until your return is processed.

4. Refunds

Once your return is received and inspected, we will notify you of the status of your refund. Approved refunds will be processed promptly, and the amount will be credited to your original payment method. Please allow up to 10 business days for the refund to reflect in your account, depending on your payment provider.

Partial Refunds
In some cases, partial refunds may be granted, such as:

  • Items returned with minor damage not due to our error
  • Products missing parts that do not impact functionality
  • Requests made outside the 30-day return window

5. Exchanges

We only replace items if they are defective, damaged, or sent in error. If you need an exchange for the same item, please contact us with your request. Exchanges may be subject to product availability.

6. Shipping Costs for Returns

  • Customer-Initiated Returns: For reasons other than product defect or error, you will be responsible for covering return shipping costs.
  • Defective or Incorrect Items: If the return is due to an error on our part, such as receiving a defective or incorrect item, we will cover the return shipping costs.

7. Late or Missing Refunds

If you have not received your refund after the processing time, please:

  • Check your bank account or payment method statement.
  • Contact your payment provider, as processing times may vary.

If you still have not received your refund, please reach out to us for further assistance.

8. Cancellations

Orders can be canceled within a certain timeframe, typically within a few hours of purchase. If you wish to cancel your order, please contact us as soon as possible. Once the order has shipped, it cannot be canceled, but you may initiate a return following the above steps.

9. Damaged or Defective Products

If you receive a damaged or defective product, we apologize for the inconvenience. Please contact us immediately upon receiving the item, providing:

  • A description of the issue
  • Photos of the damaged or defective item
  • Your order number and proof of purchase

We will work quickly to resolve the issue by offering an exchange, repair, or refund.

10. Policy Changes

We reserve the right to update or modify this Refund and Returns Policy at any time. Any changes will be reflected on this page, and we encourage you to review it periodically for updates.

Thank you for shopping with Reflex. We strive to provide a positive experience and are here to assist with any issues regarding your purchase.