Last updated: September 12, 2026
Family & Paws is operated by MAGRELIX LLC. We want you to feel confident ordering from us. This policy explains when a return or refund may be available and how to request one.
30-day return window
You may request a return within 30 calendar days after delivery. To qualify for a standard return, the item must be unused, in resalable condition, and returned with its original packaging, tags, accessories, and proof of purchase. We may decline or reduce a refund when an item shows use, damage, missing parts, or handling beyond what is reasonably necessary to inspect it.
How to start a return
Email administrator@familyandpaws.com with your order number, the item you want to return, and the reason. We will provide return instructions and, where appropriate, a return authorization. Do not mail a product to the business address below unless we specifically instruct you to do so.
Return shipping
Unless the item is defective, damaged in transit, incorrect, or we made another fulfillment error, you are responsible for return shipping costs. Original shipping charges are generally non-refundable. We recommend a trackable service and retaining proof of shipment because we cannot refund an item that we cannot verify was returned.
Non-returnable items
Unless required by law, the following are not eligible for a standard return:
- Gift cards and downloadable products.
- Products marked final sale.
- Opened food, treats, supplements, or other consumable products.
- Opened or used hygiene, grooming, or personal-care products where return would create a health or sanitation concern.
- Personalized or custom-made products.
- Items damaged after delivery through misuse, improper care, or normal wear.
Damaged, defective, or incorrect items
Inspect your order when it arrives and contact us as soon as reasonably possible, preferably within 7 days, if it is damaged, defective, incomplete, or not what you ordered. Include photographs of the item, packaging, shipping label, and the issue. We may offer a replacement, replacement part, repair, store credit, or refund as appropriate and as required by law.
Refunds
After an approved return is received and inspected, we will email you with the decision. Approved refunds are issued to the original payment method. Your bank or payment provider may require additional processing time; as a general guide, allow 5 to 10 business days after we issue the refund. If the original payment method is unavailable, we will contact you to arrange a lawful alternative.
Exchanges
We can replace an item when it is defective, damaged, incorrect, or when an exchange is otherwise approved. Exchanges depend on stock. If the replacement is unavailable, we will discuss a refund or another available resolution.
Sale items
Sale items may be returned under the same policy unless the listing clearly identifies them as final sale or applicable law provides otherwise.
Contact
MAGRELIX LLC
8206 Louisiana Blvd NE, Ste A
Albuquerque, NM 87113
United States