Refund policy

Our Commitment to You

At Roxey, we want you to be happy with every purchase. If something isn't right, we've made our return and refund process as simple and straightforward as possible. Please take a moment to review this policy before submitting a request.

Return Window

We accept returns on eligible items within 30 days of the delivery date. This applies to both defective products and non-defective items returned for personal reasons such as a change of mind or incorrect size ordered. Requests received after the 30-day window may not be approved.

Condition of Returned Items

To qualify for a return, your item must meet the following requirements:

• Returned in new, unused condition
• Original packaging, tags, and any included accessories must be included
• No signs of wear, washing, alteration, or post-delivery damage
• A valid order number or proof of purchase is required

Returns that do not meet these conditions may be declined or result in a reduced refund.

Who Covers Return Shipping

Defective or Incorrect Orders If your collar arrived damaged, defective, or different from what you ordered, contact us right away. After reviewing your case, we will provide return instructions and work to resolve the issue.

Personal Preference Returns If you're returning an item for reasons unrelated to a defect — such as a size issue or change of mind — return shipping costs are the customer's responsibility. Original shipping fees are non-refundable in these cases.

Restocking Fee

A $5.00 restocking fee applies to approved returns. This amount will be deducted from your refund before it is issued.

How to Start a Return

Please do not ship anything back without contacting us first. Here's how the process works:

1. Email us at support@roxey.shop with your order number, reason for return, and photos if the item arrived damaged or incorrect.
2. Our team will review your request and respond within 24 hours on business days.
3. Once approved, you'll receive the return address and shipping instructions.

Returns sent without prior approval may not be processed.

Refund Processing

Once we receive and inspect your returned item, we'll confirm whether it meets our return conditions. Approved refunds are issued to the original payment method within 7 business days of inspection completion. Your payment provider may require additional time before the amount reflects in your account. All refunds are issued in US Dollars (USD).

Exchanges

We do accept exchanges. If you'd like a different size or a replacement item, complete the return process for your original order and place a new order once the return is approved. Our team can help guide you through this if needed.

Order Cancellations

You may cancel your order within 24 hours of purchase. If your order has already moved into processing or shipment preparation, cancellation may no longer be possible. In that case, the item may still be eligible for return after it is delivered, in accordance with this policy.

Items Not Eligible for Return

The following items fall outside our standard return policy:

• Final sale or clearance items
• Customized or personalized products
• Items returned in used or altered condition
• Products missing original packaging or accessories

Get in Touch

For any questions about returns, exchanges, or refunds, our support team is here to help.

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