Refund and Return Policy
Effective Date: February 28, 2025
At Goxali, we strive to provide high-quality pet products and a seamless shopping experience. If you are not completely satisfied with your purchase, our Refund and Return Policy ensures a hassle-free process for returns, exchanges, and refunds. Please read the following policy carefully before initiating a return request.
1. Eligibility for Returns and Exchanges
We accept returns and exchanges under the following conditions:
You may request a return or exchange within 30 days of receiving your order.
The item must be unused, undamaged, and in its original packaging with all tags and accessories included.
For hygiene and safety reasons, perishable items (such as pet food and treats), grooming products, and personal care items cannot be returned unless they are defective or damaged upon arrival.
Customized or personalized items are non-refundable unless they arrive damaged or incorrect.
If the return request is due to a defect, damage, or incorrect item received, please provide photo or video evidence when submitting your return request.
2. Refund Policy
Once we receive your returned item and inspect it, we will process your refund under these terms:
Refunds will be issued to the original payment method used during checkout.
Processing time for refunds may take 5-10 business days, depending on your bank or payment provider.
Shipping costs are non-refundable unless the return is due to a defective, damaged, or incorrect item received.
If the returned product does not meet the eligibility criteria, we reserve the right to deny the refund or issue a partial refund.
3. Return Process
To initiate a return, please follow these steps:
Contact our customer support team at info@goxali.xyz with your order number, product details, and the reason for the return.
Attach clear photos or videos showing the condition of the product if it is damaged, defective, or incorrect.
Our team will review your request and provide a return authorization along with the return shipping address.
Pack the item securely and ship it back using a trackable shipping method. Customers are responsible for return shipping fees unless the item is defective or incorrect.
Once the item is received and inspected, we will notify you of the refund status via email.
4. Exchanges
If you wish to exchange an item for a different size, color, or style, please contact our support team within 30 days of receiving your order. Exchanges are subject to product availability, and customers may need to cover the price difference if applicable.
5. Cancellations and Order Modifications
Orders can only be canceled or modified within 12 hours of purchase before they are processed for shipping. Once an order has been dispatched, it cannot be canceled, and you will need to follow the standard return process.
6. Defective or Damaged Items
If you receive an item that is damaged, defective, or incorrect, please contact us immediately with photo or video proof. We will arrange a free replacement or full refund based on your preference.
7. Non-Returnable Items
Certain items are not eligible for return or refund due to hygiene, safety, or customization reasons. These include:
Perishable goods such as pet food, treats, or supplements unless damaged upon arrival
Grooming products, personal care items, and litter boxes for hygiene reasons
Customized, engraved, or personalized pet accessories
Gift cards and promotional items
8. Google AdSense Compliance
Goxali complies with Google AdSense policies by ensuring:
A transparent and customer-friendly return process
No misleading claims or deceptive refund practices
Clear disclosure of non-refundable and returnable products
Secure data handling to protect customer privacy
9. Contact Information
For any return, refund, or exchange inquiries, please reach out to our customer service team:
📍 Address: 4599 Thorn Street, Garden Grove, California, United States
📞 Phone: 307-621-0431
📧 Email: info@goxali.xyz
🌐 Website: https://goxali.xyz/