Returns & Exchanges

We accept returns and exchanges within 30 days of your purchase, provided that the item is unused, in its original packaging, and in the same condition as when you received it. If 30 days have gone by since your purchase, unfortunately, we cannot offer you a refund or exchange.

Eligibility for Return

To be eligible for a return or exchange, your item must meet the following criteria:

  • The item is unused and in the same condition as when you received it.
  • The item is in its original packaging (if applicable).
  • The item was purchased directly from ulvixy.xyz.

Non-returnable Items

Certain products are non-returnable due to health and safety reasons or because of their nature. These include:

  • Opened or used aquarium accessories (filters, water treatments, etc.).
  • Custom-made or personalized items.
  • Gift cards.

How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact us: Reach out to our customer service team at [support@ulvixy.xyz] with your order number and a description of the item(s) you wish to return.
  2. Return Authorization: Once your return request is processed, you will receive a Return Authorization (RA) number and instructions on how to send the item back.
  3. Ship the Item: Pack the item securely in its original packaging and ship it back to the address provided by our customer service team. Please include your RA number on the return package.

Note: You are responsible for the return shipping costs, unless the item was damaged, defective, or incorrect.

Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original method of payment. Please note that it may take several business days for the refund to appear in your account, depending on your payment provider.

Exchanges

If you wish to exchange an item for a different size, color, or product, please follow the return process outlined above and place a new order for the desired item. Once we receive the returned item, we will issue a refund or store credit as appropriate.

Damaged or Defective Items

If you received a damaged or defective item, please contact us immediately at [support@ulvixy.xyz] with a photo of the damage or defect, and we will assist you with a return or exchange at no extra cost. Please report any issues within 7 days of receiving your order.

Late or Missing Refunds

If you haven’t received your refund yet, please check your bank account or contact your payment provider. If after checking you still haven’t received your refund, please contact us at [support@ulvixy.xyz].

Cancellations

If you need to cancel an order, please contact us as soon as possible. If the order hasn’t been shipped yet, we will cancel it and issue a full refund. Once the order is shipped, we are unable to cancel it, but you can initiate a return once you receive it.

Contact Information

If you have any questions or need further assistance, please feel free to contact our customer support team: