Refund policy
Refund & Return Policy
Last updated: 2026
We want you and your pet to be completely happy with every PetXio order. If something isn't right, we'll make it right.
Right of withdrawal (EU customers)
In accordance with EU Directive 2011/83 and Spanish Law 3/2014, if you live in the European Union you have the right to withdraw from your purchase within 14 calendar days from the date you receive the goods, without needing to provide any reason.
To exercise this right, simply send us an email to noxio@noxiostudio.com stating your order number and your intention to return. We'll reply with return instructions within 24 hours.
Return conditions
- The item must be unused, in its original packaging, and in the same condition you received it.
- Return shipping is the customer's responsibility unless the product is defective or was shipped in error.
- Once we receive and inspect the return, we will refund the full purchase price (excluding original shipping if any) using the same payment method within 14 days.
Defective or damaged items
If your order arrives damaged, defective, or is not what you ordered, contact us at noxio@noxiostudio.com within 7 days of delivery with photos. We'll replace the item at no cost or issue a full refund, including any shipping paid.
Non-returnable items
- Used or worn products (including items your pet has actively used) for hygienic reasons, unless defective.
- Gift cards.
Refund timing
Once approved, refunds are processed within 3–5 business days. Depending on your bank or card issuer, it may take another 5–10 business days to appear in your account.
Order cancellation before shipment
If your order hasn't shipped yet, we can cancel and refund it in full. Contact us as soon as possible at noxio@noxiostudio.com.
Contact
Any questions about returns or refunds: noxio@noxiostudio.com. Data controller for this policy: NOXIO STUDIO, S.L. (see Legal notice).