Return & Refund Policy

At Velora Pets, we want you and your furry friends to be completely satisfied with every purchase. If you're not fully happy with your order, we're here to help.

30-Day Return Policy

We offer a 30-day return policy, which means you have 30 days after receiving your order to request a return.

To be eligible for a return, your item must:

• Be unused, unworn, and in its original condition.

• Include all original tags, accessories, manuals, and packaging.

• Be accompanied by your receipt, order confirmation, or proof of purchase.

How to Start a Return

To initiate a return, please contact our customer support team at:

Email: velorashop2025@gmail.com

Please include:

• Your order number

• Your full name

• The reason for the return

• Photos (if the item is damaged or defective)

If your return request is approved, we'll provide detailed return instructions and the return shipping address.

Please note: Items returned without prior authorization will not be accepted.

Return Address:

[INSERT RETURN ADDRESS]

Damaged, Defective, or Incorrect Items

Please inspect your order immediately after delivery.

If you receive:

• A damaged item

• A defective product

• The wrong item

• Missing parts

Please contact us within 48 hours of delivery at velorashop2025@gmail.com with clear photos of the issue. We'll review your claim promptly and arrange a replacement, exchange, or refund where appropriate.

Non-Returnable Items

For hygiene and safety reasons, certain products cannot be returned, including:

• Personalized or custom-made products

• Pet grooming items that have been used

• Opened pet care or hygiene products

• Perishable goods

• Gift cards

• Clearance, promotional, or final sale items (unless defective)

If you're unsure whether your item qualifies for a return, please contact us before placing your order.

Exchanges

If you'd like a different size, color, or product, we recommend requesting a return for the original item (if eligible) and placing a new order once your return has been approved.

This is the fastest way to receive the item you want.

European Union 14-Day Cooling-Off Period

If your order is delivered to a country within the European Union, you have the legal right to cancel or return your purchase within 14 days of receiving it without providing a reason.

To qualify, the item must be:

• Unused

• In its original packaging

• In the same condition as received

• Accompanied by proof of purchase

This right does not apply to products exempt under applicable consumer protection laws, including personalized or certain hygiene-related items.

Refund Process

Once we receive and inspect your returned item, we'll notify you by email regarding the approval or rejection of your refund.

If approved:

• Your refund will be issued to your original payment method.

• Refunds are typically processed within 10 business days.

• Depending on your bank or payment provider, it may take additional time for the funds to appear in your account.

If more than 15 business days have passed since your refund was approved and you have not received your funds, please contact us at:

Email: velorashop2025@gmail.com

Return Shipping

If the return is due to our error (wrong item, defective product, or damaged delivery), we will cover the return shipping costs.

For returns requested for any other reason, customers are responsible for return shipping costs unless otherwise required by applicable law.

Contact Us

If you have any questions regarding our Return & Refund Policy, please contact us anytime.

Velora Pets Customer Support

Email: velorashop2025@gmail.com