Last updated: July 3, 2026
This Return & Refund Policy explains how Pvxg reviews return requests, exchanges, return labels, inspections, and approved refunds. The wording is intentionally precise, customer-centered, and measured so shoppers can understand their rights without sorting through vague language. We accept returns for both defective and non-defective products, and we accept exchanges when the requested replacement item is available.
For Cat Trees and Indoor Climbing Furniture, return inspection may include checking material condition, included components, original packaging, and whether the item has been used beyond normal inspection. Cat Trees and Indoor Climbing Furniture can involve size, material, surface finish, package contents, and care expectations, so support reviews refer back to those concrete details. For cat tree and indoor climbing furniture orders, packing and return review may refer to the listed footprint and height, panel finish, felt or plush surfaces, sisal wrapping, basket or hideout modules, platform and bridge count, connectors, fasteners, unused clean condition, and whether all structural panels, posts, pads, hardware, and instructions remain complete and free from scratching, chewing, pet hair, stains, or odors.
RETURN WINDOW
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Requests submitted after 30 days may not be accepted unless required by applicable consumer law.
RETURN CONDITION & ELIGIBILITY
Product condition accepted for return: new only. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Returned items should be clean, complete, undamaged, and sent back with original packaging, tags, manuals, accessories, and included parts where applicable. Items affected by misuse, improper care, unauthorized changes, or ordinary wear may not qualify unless consumer law requires otherwise.
RETURN PROCESS & RETURN ADDRESS
To start a return, you can contact us at support@pvxg.shop. If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Customers looking to request a return can reach out through Pvxg's current support email with the order details.
Return method: by mail. Return label: included in the package, free. Approved returns should be mailed to this return address: 1323 LAFAYETTE ST SUITE G, CAPE CORAL, FL, 33904, United States.
When opening a return request, include the order number, checkout email, item name, and reason for return. For damaged, defective, or incorrect items, photos or video of the product and packaging help us review the case clearly. Clear photos, the checkout email, the item name, and a short explanation help support review issues without unnecessary back-and-forth.
RETURN SHIPPING FEES
If the product is defective, damaged, or incorrect upon delivery, we will bear the return shipping costs and provide a free return label.
For accepted returns, the return label is included in the package, free.
RESTOCKING FEE
Restocking Fee: No restocking fee will be charged to the consumers for the return of a product.
REFUND TIME_FRAME
We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 days. Bank or card issuer posting times may vary after we submit the refund.
EXCHANGES AND CANCELLATIONS
Exchanges are available when the requested replacement is in stock and the returned item meets this policy. If an exchange cannot be completed, an approved return may be refunded to the original payment method. Customers may request cancellation before the order has been processed or shipped.
CONTACT
For return and refund support, contact support@pvxg.shop or +17405731777. Support hours: Monday-Saturday: 9:00 AM - 5:00 PM PST.