1. Overview
At Petvoro, customer satisfaction is important to us. We want you to have a positive shopping experience. This Return & Refund Policy explains the conditions for returning products, requesting refunds, and resolving issues with your orders.
By placing an order on our website, you agree to the terms outlined in this policy, subject to applicable consumer protection laws.
2. Return Eligibility
Customers may request a return within 30 days of receiving their order, provided the following conditions are met:
- The item is unused and in its original condition.
- The item is returned with its original packaging, accessories, and tags, where applicable.
- Proof of purchase or an order number is provided.
- The product is not excluded from returns under applicable law or a clearly disclosed product-specific policy.
Certain products may be ineligible for return for hygiene, safety, personalization, or other legitimate reasons, where permitted by law. Any applicable exclusions will be communicated clearly.
3. Items Damaged, Defective, or Incorrect
If you receive a damaged, defective, or incorrect item, please contact us as soon as possible after delivery.
Please provide:
- Your order number.
- A description of the issue.
- Clear photographs of the product and packaging, where applicable.
We will review your request and explain the available options, which may include a replacement, return, or refund, as appropriate under our policies and applicable law.
4. How to Request a Return
To start a return, contact our customer support team using the email address below.
Please include your order number, the item you wish to return, and the reason for your request.
Email: support@petvoro.shop
Please wait for return instructions and confirmation before shipping any item back. Returns sent without prior authorization may take longer to process.
5. Refund Policy
Once your returned item has been received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method, unless another method is agreed upon or required by law.
Refund processing generally takes 5–10 business days after approval, although the time required for funds to appear in your account may vary depending on your bank or payment provider.
If your refund has not appeared after the applicable processing period, please contact us for assistance.
6. Return Shipping Costs
For returns due to a change of mind or an unwanted purchase, the customer may be responsible for return shipping costs, where permitted by law and disclosed as applicable.
If an item is damaged, defective, or incorrectly shipped, please contact us before returning it. We will explain the appropriate return shipping arrangements.
Original shipping fees, if any, may be non-refundable unless otherwise required by applicable law or stated in the relevant offer or policy.
7. Exchanges
If you need a different item, size, or variation, please contact our support team to confirm availability and discuss the available options.
Exchanges are subject to product availability and applicable return conditions. If an exchange is unavailable, a return and refund may be offered where appropriate.
8. Cancellations
If you wish to cancel an order, contact us as soon as possible after placing it.
We will try to cancel the order before it is processed or shipped, but cancellation cannot be guaranteed once fulfillment has begun. If the order has already shipped, the return procedure may apply.
Your statutory cancellation rights, where applicable, remain unaffected.
9. Non-Returnable Items
Some items may not be eligible for return, where permitted by law. These may include:
- Personalized or custom-made products.
- Products that cannot be returned for genuine hygiene or safety reasons after opening.
- Items clearly identified as non-returnable before purchase, where such restrictions are lawful.
Nothing in this section limits any rights you may have under applicable consumer protection laws.
10. Late or Missing Refunds
If you have not received an approved refund:
- Check your bank account or payment provider.
- Contact your card issuer or bank, as processing times can vary.
- If the refund is still missing, contact Petvoro customer support with your order details.
We will review the status of your refund and help where possible.
11. Contact Us
If you have questions about returns, refunds, exchanges, or cancellations, please contact us:
Business Name: Petvoro
Phone: +1 703-533-5001
Email: support@petvoro.shop
Business Address:
22639 Sally Ride Dr
Sterling, VA 20164
United States
Business Hours:
Monday – Friday: 9:00 AM – 6:00 PM MST
Thank you for shopping with Petvoro. We appreciate your business and look forward to helping you.
