Refund and Returns Policy – LoveBite Shop

Effective Date: December 1, 2025

At LoveBite Shop, we are committed to providing a seamless shopping experience for pet parents. If you are not fully satisfied with your purchase, this policy explains your options for refunds, exchanges, and returns.

1. General Policy

  • We accept returns and provide refunds or exchanges for eligible items purchased through LoveBite Shop.

  • Returns must be initiated within 7 days of delivery.

  • Products must be unused, unopened, and in their original packaging, except in cases of damaged or defective items.

  • Certain products (like perishable pet food or custom items) may not be eligible for returns due to safety and hygiene reasons.

2. Free Delivery and Shipping Considerations

  • LoveBite Users: Eligible returns for orders with free delivery will be processed without additional shipping charges if the return is due to a damaged or incorrect product.

  • Non-LoveBite Users: Standard shipping charges are non-refundable, and return shipping costs may apply unless the return is due to our error (e.g., defective item).

3. How to Initiate a Return

  1. Log in to your LoveBite account (or contact our support if you do not have an account).

  2. Go to Order History and select the order/item you wish to return.

  3. Click Request Return and provide a brief reason for the return.

  4. Our support team will review your request and provide a return authorization along with instructions.

If you do not receive a LoveBite account confirmation, you can email us directly at support@pexally.com with your order details.

4. Refund Process

  • Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • Approved refunds will be processed to the original payment method within 5–7 business days.

  • Shipping charges, where applicable, are non-refundable unless the return is due to LoveBite Shop’s error.

5. Exchanges

  • Exchanges are available for defective, damaged, or incorrect items.

  • To request an exchange, follow the return process above and indicate your preferred replacement item.

  • Replacement items will be shipped free of charge for LoveBite users if the issue was our fault.

6. Damaged or Defective Items

  • If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.

  • Include photos of the product and packaging to expedite the process.

  • We will provide a replacement or full refund, including shipping costs where applicable.

7. Non-Returnable Items

The following products are not eligible for return or refund unless they arrive damaged or defective:

  • Perishable pet food, treats, or supplements

  • Custom or personalized items

  • Opened grooming products, litter, or hygiene items

8. Return Shipping Instructions

  • LoveBite will provide a prepaid return label for eligible returns where we are at fault.

  • For other returns, customers may be responsible for shipping costs.

  • Always use the original packaging or a secure alternative to prevent damage during transit.

9. Refund Exceptions

  • Late or missing refunds may occur if:

    • Your bank or credit card issuer requires additional processing time

    • Items are returned in a condition that does not meet our policy

  • LoveBite Shop is not responsible for lost return packages if tracking information is not provided.

10. Contact Us

For any questions about returns, refunds, or exchanges, please reach out to our support team:

  • Email: support@pexally.com

  • Address: Pexally LLC, [2001 S Heather St Cornelius, OR, United States, Oregon 97113]

LoveBite Shop is dedicated to ensuring a smooth and worry-free shopping experience. We want every pet parent to feel confident and satisfied with their purchases.