Returns and refunds
Last updated: 16 October 2026
At Pelux, your satisfaction and your cat's comfort come first. This policy explains your rights and how to make a return. It applies to every item in the catalogue, whatever the delivery country.
1. Statutory right of withdrawal (14 days)
Under the French Consumer Code (Articles L.221-18 et seq.), you have 14 days from receipt of your order to tell us that you are withdrawing from your purchase, without giving any reason. If your order contains several items delivered separately, this period runs from receipt of the last one. Return costs are paid by you.
2. 30-day money-back guarantee
On top of your statutory rights, Pelux gives you 30 days to try the product you received, whatever it is — harness, carrier, bed, scratcher, cat tree, toy or water fountain. If you or your cat are not convinced, get in touch: we will refund you.
An item your cat has tried is still accepted, as long as it comes back clean and complete. That is the whole point of this guarantee: a cat does not choose a bed from a photo, and we would not ask you to guess on their behalf.
3. Return conditions
To be accepted, the returned product must be:
- clean, complete and in a condition that allows it to be checked;
- returned with its accessories and, where applicable, its assembly parts;
- accompanied by proof of purchase (order number).
For bulky items — cat trees, cat houses, large scratchers — please keep the original packaging if you can: it protects the product on its way back and stops it arriving damaged.
4. How to make a return
- Email us at pelux.team@gmail.com with your order number, the item concerned and the reason for the return.
- We will send you the return address and instructions.
- Send the product back within 14 days.
Return costs: paid by the customer, including for a return from abroad, unless the product is faulty or damaged or we made a mistake (see section 6).
5. Refunds
Refunds are made using the same payment method as for your order, in the same currency. If you withdraw from your purchase, we refund you no later than 14 days after you have told us; we may wait until we have received the product, or proof that you have sent it. Under the 30-day guarantee, we refund you within 14 days of receiving and checking your return. You will receive a confirmation email.
6. Damaged product or order error
If you receive a product that is faulty, damaged or different from what you ordered, contact us within 14 days at pelux.team@gmail.com with a photo: we will arrange an exchange or a refund, at our expense.
7. Size exchange — vest harness and lead set
Is the size you received not right for your cat? Within 30 days of receipt, send us a photo of your cat wearing the harness and your order number via our Contact page: we will send you the right size free of charge, with nothing to send back. One exchange per order.
8. Contact
pelux.team@gmail.com — we reply within 24 hours.