Refund Policy

At Salotrix.com, we are committed to ensuring your satisfaction with our pet products (accessories, food, and toys). As a Shopify store partnered with AliExpress suppliers through DSers, we strive to provide a fair and transparent refund policy. Please review the details below to understand our refund and return process.

Eligibility for Refunds and Returns

We accept returns or refunds under the following conditions:

  • Defective or Damaged Products: Items arrive damaged, defective, or not as described (e.g., incorrect size, color, or product).

  • Wrong Item Shipped: You receive an item different from what you ordered.

  • Non-Delivery: The order does not arrive within 30 days from the shipping date (extending beyond the estimated 14 business days for U.S. deliveries).

Non-eligible cases:

  • Change of mind or pet not liking the product (e.g., food or toys).

  • Items used, opened (for food products), or not in original condition.

  • Delays due to incorrect shipping information provided by the customer.

Refund and Return Process

  1. Contact Us: Within 7 days of receiving your order (or 30 days for non-delivery), email us at Nguyentandatads@gmail.com with:

    • Your order number.

    • A description of the issue (include photos for defective/damaged items).

    • Your preferred resolution (refund or replacement).

  2. Return Approval: We’ll review your request within 24-48 hours and provide instructions for returning the item (if applicable).

  3. Return Shipping:

    • For defective, damaged, or incorrect items, we coordinate with our AliExpress suppliers to cover return shipping costs or provide a refund without requiring a return, depending on the supplier’s policy.

    • For other cases, customers are responsible for return shipping costs.

  4. Processing Refunds: Once the return is received and inspected by our supplier (or confirmed as non-delivered), we’ll process your refund within 5-7 business days to your original payment method.

Additional Notes

  • Customs and Duties: Refunds do not include customs fees, duties, or taxes paid for international shipments, as these are non-refunded by carriers or customs authorities.

  • Food Products: Due to hygiene and safety regulations, pet food products cannot be returned unless defective or unopened.

  • Processing Times: Refund processing may take longer during peak seasons due to coordination with AliExpress suppliers via DSers. We appreciate your patience.

  • Replacements: If you prefer a replacement over a refund, we’ll coordinate with the supplier to ship a new item, subject to availability.

  • Disputes: If you encounter issues with your refund or return, please contact us at Nguyentandatads@gmail.com. We’ll work with you and our suppliers to resolve the matter promptly.

Contact Us

For any questions or to initiate a refund/return, email us at Nguyentandatads@gmail.com. Our team responds within 24 hours to assist you. Thank you for shopping at Salotrix.com!