Returns & Exchanges

Returns & Exchanges Policy

At VELORA PETS, your satisfaction is our priority. We stand behind the quality of our premium pet accessories and automotive products. If you're not completely satisfied with your purchase, we're here to help.

30-Day Return Policy

You may return most items within 30 days of delivery for a full refund or exchange, provided they meet our return conditions outlined below.

Return Conditions

To be eligible for a return or exchange, items must:

  • Be unused, unwashed, and in original condition with all tags attached
  • Include original packaging and any accessories or components
  • Not show signs of pet use, wear, or damage
  • Be accompanied by proof of purchase (order number or receipt)

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned once opened or used:

  • Grooming tools that have been used (brushes, combs, towels)
  • Pet beds and cushions with removed packaging or visible pet hair/odor
  • Electronic items (smart pet hair dryers) that have been used or show signs of wear
  • Clearance or final sale items (marked as such at time of purchase)
  • Custom or personalized products

How to Initiate a Return

  1. Contact Us: Email our customer service team via our contact page with your order number and reason for return
  2. Receive Authorization: We'll provide a Return Authorization (RA) number and return shipping instructions within 1-2 business days
  3. Pack Your Item: Securely package the item in its original packaging with all components and the RA number clearly marked
  4. Ship It Back: Send the package to the return address provided (return shipping costs are the customer's responsibility unless the item is defective or we made an error)
  5. Receive Your Refund: Once we receive and inspect your return, we'll process your refund within 5-7 business days

Exchanges

If you'd like to exchange an item for a different size, color, or product:

  • Follow the return process above and indicate you'd like an exchange
  • We'll ship your replacement item once we receive your return
  • If there's a price difference, we'll either refund or charge the difference accordingly
  • Exchanges are subject to product availability

Refund Method

Refunds will be issued to your original payment method:

  • Credit/debit card refunds typically appear within 5-10 business days after processing
  • PayPal refunds are usually instant once processed
  • Original shipping costs are non-refundable unless the return is due to our error or a defective product

Defective or Damaged Items

If you receive a defective or damaged product:

  • Contact us immediately (within 7 days of delivery) with photos of the damage
  • We'll arrange a free return and send a replacement or issue a full refund (including original shipping)
  • In some cases, we may offer a partial refund or discount if you choose to keep a slightly damaged item

Wrong Item Received

If we sent you the wrong product:

  • Contact us within 7 days of delivery
  • We'll cover return shipping and send the correct item at no additional cost
  • You'll receive a prepaid return label via email

International Returns

International customers are responsible for return shipping costs and any customs fees incurred. We recommend using a trackable shipping method. Refunds will be issued in the original currency, and your bank may apply currency conversion fees.

Return Shipping Costs

  • Customer Responsibility: Standard returns (change of mind, wrong size, etc.)
  • VELORA PETS Covers: Defective items, wrong items shipped, or our error
  • Tip: Use a trackable shipping method and keep your receipt - we're not responsible for lost return packages

Processing Time

Once we receive your return:

  • Inspection: 1-2 business days
  • Refund processing: 3-5 business days
  • Bank/card processing: 5-10 business days (varies by financial institution)

You'll receive an email confirmation once your refund has been processed.

Questions About Returns?

If you have questions about our returns policy or need assistance with a return, please contact our customer service team. We're here to make the process as smooth as possible.

This policy applies to purchases made directly from VELORA PETS. If you purchased through a third-party retailer, please refer to their return policy.