Return and refund policy

Last updated: April 23, 2026

This Return & Refund Policy applies to all products purchased through varyx.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.
  • Pet Hygiene Note: For Pet Stairs and Ramps, the item must be free of pet hair, odors, or any signs of use to ensure the health and safety of other animals.
  • You must provide a receipt or proof of purchase.
  • Non-returnable items: Gift cards and personalized pet products.

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@varyx.shop with your order number and photos showing the condition of the unused pet stairs.
  • Step 2: If your return is accepted, we will provide instructions on how and where to send your package.
  • Step 3: Pack the items securely to avoid damage during transit and attach the provided return documentation.

4. Return Shipping Fee & Restocking Fee

  • Defective/Damaged Products: If the pet stairs are incorrect, damaged by the carrier, or have manufacturing defects, we will cover the return shipping cost.
  • Customer Remorse: If you purchased the wrong size for your sofa/bed or no longer want the item, we will cover the return shipping cost to ensure a premium experience for our Singapore customers.
  • Restocking Fee: We do not charge a restocking fee on returns.

5. Return Address Please do not send your purchase back to the manufacturer. Returns should be sent to our registered office: GLEDSWOOD HILLS, 2557, New South Wales, Australia (Please contact us prior to shipping for specific international return routing instructions for Singapore orders.)

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 note that your bank or credit card company may require additional processing time.

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 If you have any questions about our Returns and Refunds Policy, please contact us:

  • Email: support@varyx.shop
  • Phone: +61 468296345
  • Address: GLEDSWOOD HILLS, 2557, New South Wales, Australia
  • Support Hours: Monday to Friday, 9:00 AM – 5:00 PM (AEST - Australian Eastern Standard Time)