Return & Refund Policy

At Daxelvori, we want customers to have a clear understanding of our return and refund process.

If you are not satisfied with your purchase or experience an issue with your order, please review the following policy for information about return eligibility, refund processing, and customer support.

1. Return Eligibility

We accept eligible return requests within 30 days of delivery.

To qualify for a return:

• The item must be unused and in its original condition.

• The item must include its original packaging and any accessories supplied with the product.

• The item must not have been altered, damaged, or improperly handled after delivery.

• Proof of purchase, such as an order number or order confirmation, must be provided.

Please contact our customer support team before returning any product.

Returns sent without prior authorization may not be accepted, subject to applicable consumer rights.

These requirements do not restrict mandatory rights concerning defective, damaged, incorrectly supplied, or materially misdescribed products.

2. How to Request a Return

To request a return, please email [email protected] within the applicable return period.

Please provide the following information:

• Your order number.

• The name of the product you wish to return.

• The reason for your return request.

• Relevant photographs if the item is damaged, defective, or incorrect.

Our customer support team will review your request and provide instructions for the next steps.

If your return is authorized, we will provide the appropriate return destination and shipping instructions.

Please do not send products to our registered business address unless our customer support team specifically instructs you to do so.

3. Damaged, Defective, or Incorrect Products

If you receive a product that is damaged, defective, or different from the item you ordered, please contact us as soon as reasonably possible.

Provide your order number, a description of the issue, and clear photographs where applicable.

Examples of issues may include:

• A feeding bowl that arrives cracked or damaged.

• A product with a manufacturing defect.

• An incorrect product, color, size, or variation.

• Missing components or accessories that should have been included.

• A product that is materially different from its advertised description or specifications.

After reviewing the information, we will work with you to arrange an appropriate resolution, which may include a replacement, return, or refund.

For confirmed damaged, defective, or incorrectly supplied products, Daxelvori will cover reasonable return shipping costs where a return is required.

Nothing in this policy limits mandatory consumer protection rights.

4. Returns for Personal Reasons

If you wish to return a product because you changed your mind, ordered the wrong item, selected an unsuitable variation, or no longer need the product, you may submit an eligible return request within 30 days of delivery.

For returns requested for personal reasons:

• The customer is responsible for return shipping costs.

• The product must meet the applicable return eligibility requirements.

• The product must be returned according to the instructions provided by our customer support team.

• Refunds will be reviewed after the returned product has been received and inspected.

We recommend using a trackable shipping service and retaining your shipping receipt until the return has been completed.

5. Pet Feeding Products and Hygiene

Daxelvori offers feeding bowls, water bowls, slow feeders, and interactive feeding accessories intended for use with pets.

For personal-reason returns, products should remain unused, clean, and in their original condition.

Items that have been used for feeding or watering, washed after use, or exposed to food residue, saliva, stains, or other signs of use may not qualify for a personal-reason return.

This is particularly relevant to products that come into direct contact with pet food or drinking water.

Customers should inspect products before use to confirm that the selected size, style, and configuration are suitable.

These conditions do not override applicable rights concerning defective, damaged, incorrectly supplied, or materially misdescribed products.

6. Product Selection and Suitability

Daxelvori offers pet feeding accessories with different dimensions, materials, capacities, bowl structures, and recommended applications.

Customers should review the individual product information before purchasing.

When selecting a product, please consider:

• The intended purpose of the product.

• Your pet's size and feeding habits.

• Product dimensions and available capacity.

• Bowl materials and construction.

• Compatibility with the intended food or water.

• Cleaning and maintenance requirements.

• Recommended usage and supervision instructions.

For slow feeders and interactive bowls, feeding experiences may vary depending on the individual pet and the product's internal design.

If you select a product that is unsuitable for your pet despite accurate product information, you may request an eligible return under the conditions for personal-reason returns.

If a product does not match its expressly stated specifications or features, please contact us so we can review the issue and arrange an appropriate resolution.

7. Non-Returnable Items

The following items may not qualify for personal-reason returns, except where required by applicable law:

• Products that have been used, washed, or altered after delivery.

• Products containing food residue, stains, odors, or other signs of use.

• Products damaged through improper handling or use.

• Products missing essential components or accessories for reasons unrelated to our fulfillment.

• Products that do not satisfy the stated return eligibility requirements.

• Items returned without prior authorization.

These restrictions do not affect mandatory consumer rights relating to defective, incorrectly supplied, or materially misdescribed products.

8. Return Inspection

Once an authorized return arrives at the designated return destination, we will inspect the product to determine whether it meets the applicable return conditions.

The inspection may include reviewing:

• The condition of the returned item.

• The completeness of the product and included accessories.

• The reason for the return.

• Any relevant product defects or fulfillment issues.

If additional information is needed, our customer support team may contact you.

We will notify you of the outcome of the review and whether a refund has been approved.

9. Refund Processing

Once an eligible return has been received, inspected, and approved, we will arrange the applicable refund.

Approved refunds will generally be processed to the original payment method within 5–10 business days.

The time required for the refunded amount to appear in your account may vary depending on your payment provider or financial institution.

If you have not received an approved refund after the expected processing period, please contact our customer support team for assistance.

10. Return Shipping Costs

Return shipping responsibilities depend on the reason for the return.

Returns for Personal Reasons

For eligible returns requested because of a change of mind, incorrect selection, or other personal reasons, customers are generally responsible for the applicable return shipping costs.

Damaged, Defective, or Incorrect Products

If a return is required because of a confirmed product defect, damage upon delivery, incorrect fulfillment, or a materially misdescribed item, Daxelvori will cover reasonable return shipping costs.

Please contact our customer support team before arranging return shipping so we can provide appropriate instructions.

11. Original Shipping Charges

Original shipping charges are generally non-refundable for returns requested for personal reasons.

If a return is required because of a confirmed damaged, defective, incorrectly supplied, or materially misdescribed product, we will address applicable shipping costs as part of the resolution, subject to applicable consumer rights.

12. Order Cancellations

If you would like to cancel an order, please contact [email protected] as soon as possible.

We will review your cancellation request based on the order's processing and shipping status.

Orders that have not yet been dispatched may be eligible for cancellation.

If an order has already been shipped, the applicable return process may need to be followed.

If an order is canceled before dispatch and payment has already been collected, an appropriate refund will be issued to the original payment method.

13. Exchanges

If you would like to exchange a product for another size, color, style, or variation, please contact our customer support team.

Exchange options depend on product availability and the circumstances of your request.

Where a direct exchange is unavailable, we may recommend returning an eligible product and placing a new order.

Any applicable price differences or shipping charges will be communicated before proceeding.

For damaged, defective, or incorrectly supplied products, an appropriate resolution will be provided in accordance with this policy and applicable consumer protection requirements.

14. Lost or Missing Deliveries

If your order has not arrived within the expected delivery period, please contact our customer support team.

Provide your order number and any available tracking information.

We will review the available shipment details and, where necessary, coordinate with the relevant shipping provider to investigate the issue.

If a delivery failure is confirmed and a refund or replacement is required, we will work with you to arrange an appropriate resolution in accordance with applicable consumer rights.

For additional information about delivery estimates and shipping arrangements, please review our Shipping Policy.

15. Customer Support

If you have questions about returns, refunds, cancellations, exchanges, damaged products, or other order-related matters, please contact us using the information below.

BRAND: Daxelvori

LEGAL COMPANY NAME: Yichang Lanqian Trading Firm (Sole Proprietorship)

OWNER / REPRESENTATIVE: Wu Yongqiang

CUSTOMER SUPPORT EMAIL: [email protected]

SUPPORT HOURS: Monday–Friday, 9:00 AM–6:00 PM (UTC+8)

WEBSITE: https://daxelvori.com/

BUSINESS ADDRESS: No. 114, Group 2, Liaojialin Village, Xiaoxita Subdistrict, Yiling District, Yichang City, Hubei Province, China (Self-Declared)

Customer Support Phone: +86 178 2549 3022