Refund & Return Policy

Refund & Return Policy

Last updated: July 19, 2026

At KELYX, your satisfaction — and your pet's happiness — is our priority. We offer a straightforward return process backed by our 30-Day Happy Pet Guarantee.

1. Our 30-Day Happy Pet Guarantee

If you're not fully satisfied with your KELYX purchase, you may return it within 30 days of delivery for a full refund.

2. Eligibility for Returns

To be eligible for a return, your item must be:

  • Returned within 30 days of the delivery date
  • In its original packaging
  • In resalable condition (used items accepted for defective returns only)
  • Accompanied by proof of purchase (order number or receipt)

Non-Returnable Items

  • Gift cards
  • Used HEPA filters or replacement parts (unless defective)
  • Items marked "Final Sale"

3. How to Start a Return

  1. Email support@kelyx.store with your order number, reason for return, and photos if the item is defective or damaged.
  2. Our team will respond within 24 hours with a return authorization and shipping label.
  3. Pack the item securely in its original packaging.
  4. Ship it back using the provided label to: KELYX LLC, 30 N Gould St, Ste R, Sheridan, WY 82801, United States.

4. Return Shipping Costs

  • Defective or damaged items: We cover 100% of return shipping.
  • Change-of-mind returns: A $9.99 return label fee is deducted from your refund.

5. Refund Processing

Once we receive and inspect your return:

  • You'll receive a confirmation email within 24 hours.
  • Refunds are processed within 5–7 business days to your original payment method.
  • Depending on your bank, it may take an additional 2–5 business days for the refund to appear on your statement.

6. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Email us at support@kelyx.store for help.

7. Damaged or Defective Items

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. Email us within 48 hours of delivery with your order number and photos. We'll send a free replacement or issue a full refund — no return required in most cases.

8. European Union 14-Day Cooling-Off Period

Notwithstanding the above, if your merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. Your item must be in the same condition you received it, unworn or unused, with tags, and in its original packaging.

9. Cancellations

Orders can be cancelled within 12 hours of placement, free of charge. After 12 hours, orders enter processing and can no longer be cancelled (but can be returned once received).

10. Warranty

The KELYX Pro Kit and Essential Vacuum come with a 1-year limited warranty covering manufacturing defects. Warranty claims are handled via the same return process above.

Contact

Questions about a return?

KELYX LLC
30 N Gould St, Ste R
Sheridan, WY 82801
United States

Email: support@kelyx.store
Phone: +1 (313) 307-4667