Return and refund policy

Last Updated: June 16, 2026

Thank you for shopping at ghylx.shop. We want you and your pets to be completely satisfied with your purchase. If for any reason you are not satisfied with our products, please review our policy below to understand your rights and our procedures.

1. Returns

We accept returns for items purchased on our store under the following conditions:

  • Timeframe: You have 30 days from the date of delivery to initiate a return.
  • Condition: Items must be in their original, unused condition, with all original packaging and tags attached. Due to the nature of pet products, we cannot accept returns on items that have been damaged or used by pets.
  • Process: To start a return, please contact our support team at support@ghylx.shop with your order number and the reason for the return.

2. Refunds

Once your returned item is received and inspected, we will notify you via email regarding the approval or rejection of your refund.

  • Approval: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5–10 business days.
  • Late or Missing Refunds: If you haven’t received a refund yet, please check your bank account again. Then, contact your credit card company or bank, as it may take some time before your refund is officially posted. If you have done all of this and still have not received your refund, please contact us at support@ghylx.shop.

3. Shipping Costs

  • Return Shipping: The customer is responsible for paying all shipping costs for returning the item. Shipping costs are non-refundable.
  • Original Shipping: Original shipping fees paid at the time of purchase are non-refundable.

4. Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us immediately at support@ghylx.shop with photographic evidence. We will prioritize a replacement or a full refund at no additional cost to you.

5. Contact Information

If you have any questions regarding your return, please contact us:

  • Company Name: 11675 NORTHMAIN, LLC
  • Contact Person: MAISA ASSAD
  • Address: 226 EDGEWOOD AVE S, JACKSONVILLE, FL, 32254, USA
  • Email: support@ghylx.shop
  • Phone: 1 5642580569

6. Important Notice: Time Zones and Customer Support

To ensure the best service for our customers in Singapore, please note:

  • Operating Hours: Our customer support team operates in the Eastern Time Zone (EDT/EST, UTC-4).
  • Support for Singapore Customers: Please be aware that there is a 12-hour time difference between Singapore (SGT, UTC+8) and our office location. We recommend contacting us via email, and we strive to respond to all inquiries within 24–48 hours. Thank you for your patience and understanding.