Refund and Returns Policy

We at Altanox strive to provide you with the highest quality pet products and exceptional customer service. We understand that sometimes things don’t go as planned, and we’re here to help!

Our Refund Policy:

Altanox offers a 100% money-back guarantee on all damaged or incorrect items delivered.

Conditions for a Full Refund:

• Damaged Products: If your product arrives damaged during shipping, please contact us within 7 days of receiving your order.
• Incorrect Items: If you receive an incorrect item, please contact us within 7 days of receiving your order.

To claim your refund:

1. Contact Us: Please reach out to us via WhatsApp at 8207648494 within 7 days of receiving your order. Currently, we do not accept return requests via email.
2. Provide Details: In your message, clearly state your order number, the issue with the product (damaged or incorrect), and include a brief description of the problem.
3. Proof of Damage: For damaged products, please include a clear video recording the unboxing process of your package. This video should show the extent of the damage and the condition of the packaging upon arrival. Without a video, we may be unable to process your refund request.

Once we receive your message and (if applicable) the unboxing video, we will review your claim and process your full refund within 5 business days. The refund will be issued to the original payment method used for your purchase.

Please Note:

• We are unable to offer refunds on opened or used products unless they are damaged or incorrect.
• Shipping costs for returned items are non-refundable unless the error is ours (e.g., incorrect item shipped).
• We reserve the right to deny unreasonable or repetitive refund requests.

We appreciate your understanding and cooperation. If you have any questions regarding our return and refund policy, please don’t hesitate to reach out to us via WhatsApp at 8207648494.

Thank you for choosing Altanox!