Return and refund policy

Last updated: April 18, 2026

This Return & Refund Policy applies to all products purchased through widex.shop. We are committed to ensuring your satisfaction with every purchase.

1. Return Window We accept returns within 30 days of the delivery date. If 30 days have passed since your order was delivered, unfortunately, we cannot offer you a refund or exchange.

2. Eligibility for Returns To be eligible for a return, your item must meet the following criteria:

  • The item must be in the same condition that you received it: unused, unwashed, and in its original packaging with all tags attached.
  • Pet Safety & Hygiene Note: For the health and safety of all pets, any toy that shows signs of use (e.g., bite marks, saliva, pet hair, or persistent odors) will not be eligible for a return or refund.
  • You must provide a receipt or proof of purchase.
  • Non-returnable items: Gift cards and personalized pet accessories.

Items sent back to us without first requesting a return will not be accepted.

3. Return Process To start a return, please follow these steps:

  • Step 1: Contact our support team at support@widex.shop with your order number and reason for return.
  • Step 2: 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.
  • Step 3: Pack the items securely and attach the return label.

4. Return Shipping Fee & Restocking Fee

  • Defective/Damaged Products: If the product is incorrect, damaged by the carrier, or defective, we will cover the return shipping cost. No fee will be charged to the customer.
  • Customer Remorse: If you purchased the wrong size or your pet no longer wants the item, we will cover the return shipping cost.
  • Restocking Fee: We do not charge any restocking fees on returns.

5. Return Address Please do not send your purchase back to the manufacturer. Returns must be sent to our registered facility: 9351 HAMMAN AVENUE, PENSACOLA, FL, 32514, United States

6. Refunds 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 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

7. Exchanges The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, you may make a separate purchase for the new item.

8. Contact Us For any questions regarding your returns or refunds, please contact us:

  • Email: support@widex.shop
  • Phone: +1 800-829-4933
  • Address: 9351 HAMMAN AVENUE, PENSACOLA, FL, 32514, United States
  • Support Hours: Monday to Friday, 9:00 AM – 5:00 PM (Central Time / CT)