Política de reembolso

VelPets

Return & Refund Policy

Last updated: April 2026

At VelPets, your satisfaction — and your pet's comfort — is our priority. If you are not fully satisfied with your purchase, we are here to help. This policy applies to all orders placed through our website.

 

As a consumer in the European Union, you have the right to withdraw from your purchase within 14 calendar days of receiving your order, without giving any reason, in accordance with EU Directive 2011/83/EU.

 

To exercise your right of withdrawal:

•       Contact us at luiseduardofiorese9@gmail.com within 14 days of delivery.

•       State your order number and your intention to return.

•       You will receive return instructions within 2 business days.

 

The withdrawal period expires 14 days after the day you (or a person designated by you) physically receive the goods.

 

To be eligible for a return, the following conditions must be met:

•       The item must be unused and in its original condition.

•       The item must be in its original packaging, with all tags and accessories included.

•       The return request must be submitted within 14 days of delivery.

 

The following items are not eligible for return:

•       Items that have been used, washed, or visibly altered.

•       Items marked as non-returnable at the time of purchase.

•       Personalised or custom-made products.

 

Customers are responsible for return shipping costs unless the item is defective or was sent in error by VelPets. We recommend using a tracked shipping service, as we cannot be held responsible for items lost in transit. 

If the return is due to a defect or our error, we will cover the return shipping costs and provide a prepaid label.

 

Once we receive and inspect your returned item, we will notify you of the outcome within 5 business days.

 

•       Approved refunds will be processed within 14 days of receiving the returned goods.

•       Refunds will be issued to your original payment method (PayPal).

•       Original shipping costs are non-refundable, unless the return is due to our error.

•       You are responsible for any loss in value of the item if it has been handled beyond what is necessary to establish its nature, characteristics, and functioning.

 

If you receive a damaged or defective item, please contact us at [your@email.com] within 48 hours of delivery. Include your order number and photos of the damage. We will offer a replacement, repair, or full refund at no cost to you.

 

We do not currently offer direct exchanges. If you would like a different size, colour, or product, please return the original item and place a new order.

 

For all return and refund enquiries, please contact us:

Email: luiseduardofiorese9@gmail.com

Response time: within 2 business days.