Refund policy
Last Updated: June 2, 2026
This Return and Refund Policy ("Policy") applies to products purchased directly from MeeXH through our official website at www.meexh.com (the "Site"). By placing an order on the Site, you acknowledge that you have read, understood, and agree to be bound by the terms and conditions of this Policy.
If you purchased a MeeXH product through an authorized third-party retailer, reseller, or marketplace, the return and refund policies of that retailer apply. Please contact the original point of purchase directly for all return and refund inquiries.
1. General Return Policy
1.1 Return Window
You may initiate a return request within thirty (30) calendar days from the date your order is shipped (the "Shipment Date"). The Shipment Date is the date recorded by the shipping carrier in your order confirmation and tracking information. All return requests must be submitted within this 30-day window.
1.2 Seven-Day No-Questions-Asked Return
Within the first seven (7) calendar days following delivery of your product, you may return the item for a full refund (excluding original shipping charges) for any reason, provided that:
- The product is returned in its original, factory-sealed, and unopened condition.
- All original packaging, accessories, documentation, and components are included.
- The product has not been activated, registered, or paired with the MeeXH App.
No restocking fee applies to returns that meet the conditions of this 7-day no-questions-asked return window.
1.3 Return Conditions (After 7 Days)
For returns initiated after the 7-day no-questions-asked period but within the 30-day return window, the following conditions apply:
| Product Condition | Refund | Restocking Fee |
|---|---|---|
| Unopened / Unused Factory sealed, not activated, with all original packaging and accessories | Full purchase price (less original shipping) | $25.00 (plus applicable tax) per unit |
| Opened / Lightly Used Opened but in like-new condition, no scratches, dents, bite marks, or damage beyond normal wear; includes all original packaging and accessories | Full purchase price (less original shipping) | $30.00 (plus applicable tax) per unit |
| Used / Functional Signs of normal use with minor cosmetic wear (light scratches acceptable); no damage penetrating electronic components or enclosure; fully functional | Full purchase price (less original shipping) | $35.00 (plus applicable tax) per unit |
The restocking fee covers return shipping and handling, including a prepaid return shipping label, inspection, and processing. MeeXH reserves the right, in its sole discretion, to determine whether a returned product meets the conditions described above and whether it qualifies for a refund.
1.4 Non-Returnable Items
The following items are not eligible for return, refund, or exchange under any circumstances:
- Products damaged by animal behavior, including but not limited to chewing, scratching, biting, clawing, dragging, or any other action by a pet or other animal.
- Products damaged by user misuse, abuse, neglect, or accident, including but not limited to immersion in water exceeding the device's IP68 water-resistance specifications, exposure to extreme temperatures, dropping, crushing, or any use inconsistent with the product's instructions and specifications.
- Products that have been disassembled, modified, tampered with, or repaired by any person or entity not authorized by MeeXH.
- Products with the serial number removed, altered, defaced, or rendered illegible.
- Products exhibiting excessive wear and tear that renders them unsuitable for resale.
- Accessories and consumables (including but not limited to additional collar straps, charging cables, mounting accessories) — these items are final sale.
- Original shipping and handling charges.
- Gift cards and promotional items.
2. Refund Processing
2.1 Refund Method
All refunds will be issued to the original payment method used for the purchase. We cannot issue refunds to a different payment method or to a third party. For purchases made with a prepaid debit card or gift card, refunds will be returned to the same card.
2.2 Refund Timeline
Once we have received and inspected your returned product, we will process your refund within seven to ten (7–10) business days. After processing, please allow an additional one to two (1–2) billing cycles for the refund to appear on your credit card or bank statement, depending on your financial institution's processing times.
2.3 Original Shipping Charges
Original shipping and handling charges are non-refundable unless the return is due to an error on our part (e.g., we shipped an incorrect or defective product).
3. Return Process (RMA)
3.1 Requesting a Return
To initiate a return, you must obtain a Return Merchandise Authorization ("RMA") number from MeeXH. Products returned without a valid RMA number will not be accepted and may be returned to you at your expense.
Steps:
1. Contact MeeXH Customer Support at support@meexh.com with the subject line "Return Request."
2. Provide your original order number, the product serial number, the email address used for the purchase, and the reason for the return.
3. Our customer support team will review your request and respond within two to three (2–3) business days.
4. If your return is approved, you will receive an RMA number, return instructions, and a prepaid return shipping label.
5. Package the product securely, include all original accessories and documentation, and clearly write or affix the RMA number on the outside of the package.
6. Ship the package using the provided prepaid label within fourteen (14) calendar days of receiving the RMA number. Returns not shipped within this period may result in denial of the refund.
3.2 Return Shipping
MeeXH provides a prepaid return shipping label for all approved returns within the United States. The cost of return shipping is included in the restocking fee described in Section 1.3. If you choose to use your own shipping method, we are not responsible for lost or damaged return shipments, and refunds will not be issued until the product is received and inspected at our facility.
3.3 Risk of Loss During Return
Risk of loss or damage to the returned product remains with you until the package is received and signed for at our designated return facility. We recommend retaining the shipping receipt and tracking information for your records.
4. Exchanges
If you purchased the wrong product, size, or accessory, you may exchange the item within the 7-day no-questions-asked return window, subject to the same conditions described in Section 1.2. To request an exchange:
- Contact us at support@meexh.com prior to shipping your item.
- If your order has not yet shipped, we will modify the order before dispatch.
- If your order has already shipped, you must initiate a return following the standard return process described in Section 3 and place a new order for the desired product.
Exchanges are not available after the 7-day period. Products outside the 7-day window may only be returned for a refund under the general return policy in Section 1.3.
5. Order Cancellation
5.1 Cancellation Before Shipment
You may cancel your order and receive a full refund (including shipping charges) before the order has been dispatched from our fulfillment center. Orders are typically processed within one (1) hour of placement; once processing has begun, cancellation may not be possible.
To request an order cancellation, contact us immediately at support@meexh.com with your order number and include "Order Cancellation" in the subject line.
5.2 Cancellation After Shipment
If your order has already shipped, you may not cancel the order. Instead, you may refuse delivery of the package, or accept delivery and initiate a return following the standard return process described in Section 3. In either case, the return will be subject to the terms and conditions of this Policy.
6. Warranty
6.1 Limited Warranty Coverage
MeeXH warrants that the MeeXH hardware product (the "Device") will be free from defects in materials and workmanship under normal use for a period of one (1) year from the date of original retail purchase by the end-user purchaser (the "Warranty Period"). This Limited Warranty extends only to the original purchaser and is non-transferable.
6.2 Warranty Exclusions
This Limited Warranty does not cover:
- Damage caused by animals, including but not limited to bite marks, scratches, claw damage, or any other animal-related damage.
- Damage caused by accident, misuse, abuse, neglect, improper handling, or use inconsistent with the product's user manual, instructions, or specifications.
- Damage caused by exposure to water, liquids, or moisture exceeding the product's IP68 rating specifications.
- Damage caused by unauthorized disassembly, modification, alteration, or repair.
- Cosmetic damage, including but not limited to scratches, dents, fading, and normal wear and tear, that does not affect the device's functionality.
- Products with the serial number removed, altered, or rendered illegible.
- Consumable parts (such as charging cables, collar straps, and accessories), unless damage is due to a defect in materials or workmanship.
- Products purchased from unauthorized resellers or through unauthorized channels.
6.3 Warranty Remedy
If a defect covered by this Limited Warranty arises during the Warranty Period, MeeXH will, at its sole option and discretion:
- Repair the Device using new or refurbished parts; or
- Replace the Device with a new or refurbished product of equal or comparable functionality.
If we determine that the product is not covered by this Limited Warranty, we will notify you and provide a quotation for repair or replacement, subject to your approval.
6.4 Warranty Claim Process
To submit a warranty claim:
1. Contact MeeXH Customer Support at support@meexh.com with the subject line "Warranty Claim."
2. Provide your proof of purchase, the product serial number, and a detailed description of the defect.
3. Our support team will review your claim and provide instructions, which may include troubleshooting steps, diagnostic data collection, and return authorization.
4. If a return is required, we will provide a prepaid shipping label for warranty-eligible claims.
7. Subscription Services
7.1 Subscription Terms
Certain features of the MeeXH device, including cellular connectivity (via A1 Telekom Austria AG) and advanced App functionality, require an active subscription plan ("Subscription"). Subscription terms, pricing, and features are described on our Site and at the time of sign-up.
Important: Subscription refunds are handled separately from product returns. Returning your MeeXH device does not automatically trigger a subscription refund. You must initiate a subscription refund request separately, as described below.
7.2 Subscription Refunds (Separate from Product Returns)
Subscription fees are refunded independently of any device return. To request a subscription refund, you must contact MeeXH Customer Support at support@meexh.com with the subject line "Subscription Refund Request" and provide your account information and relevant subscription details.
| Scenario | Refund Policy |
|---|---|
| Within seven (7) calendar days of initial subscription purchase | Full refund of all subscription fees paid to date, regardless of usage. You must request cancellation of the Subscription at the time of the refund request. |
| After seven (7) calendar days of initial subscription purchase | Pro-rated refund of the remaining unused portion of the current billing cycle, calculated based on the number of calendar days remaining in the billing period divided by the total number of days in the billing period, minus any applicable processing fees. Days already elapsed (including the day of cancellation) are non-refundable. |
| Subscription cancellation without refund request | No refund of subscription fees. Your Subscription will remain active through the end of the current billing cycle and will not renew thereafter. |
Pro-Rated Refund Formula:
Refund Amount = Total Subscription Fee × (Days Remaining in Billing Cycle ÷ Total Days in Billing Cycle)
Example: If you purchased a monthly subscription for $9.99 and request a refund on day 10 of a 30-day billing cycle, you would be refunded: $9.99 × (20 ÷ 30) = $6.66.
7.3 Subscription Cancellation
You may cancel your Subscription at any time through your MeeXH account settings on the Site or App. Cancellation takes effect at the end of the current billing period. Cancelling your Subscription does not automatically issue a refund, you must submit a separate subscription refund request as described in Section 7.2.
7.4 Subscription Auto-Renewal
Subscriptions automatically renew at the end of each billing cycle unless cancelled prior to the renewal date. You may manage or cancel your Subscription through your MeeXH account settings on the Site or App.
8. Limitation of Liability
To the maximum extent permitted by applicable law, Meexh's sole and exclusive liability for any defective product is limited to repair or replacement as set forth in this policy. In no event shall Meexh be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of pet, loss of use, loss of data, loss of profits, or cost of procurement of substitute products, arising out of or in connection with the use or performance of any Meexh product, whether in contract, tort (including negligence), strict liability, or otherwise, even if Meexh has been advised of the possibility of such damages.
Some jurisdictions do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation may not apply to you.
9. Contact Us
For all return, refund, exchange, warranty, or subscription inquiries, please contact:
| Method | Detail |
|---|---|
| support@meexh.com | |
| Website | www.meexh.com |
This Return and Refund Policy was last updated on June 2, 2026.