Refund policy
Refund Policy
Last updated: July 2026
At VelnaroPet, we want you to be completely satisfied with your purchase. If you are not satisfied, you may request a return within 30 days after receiving your order.
Eligibility for Returns
To be eligible for a return, your item must:
- Be unused and in the same condition that you received it.
- Be in its original packaging.
- Include all original accessories and tags (if applicable).
- Be accompanied by proof of purchase.
Items returned without prior authorization will not be accepted.
How to Request a Return
To start a return, please contact us at:
Email: info@velnaropet.com
Our customer support team will review your request and provide you with the correct return instructions and return address, if your return is approved.
Please do not send any items without contacting us first.
Damaged, Defective or Incorrect Items
Please inspect your order upon arrival.
If your item arrives damaged, defective, or you receive the wrong product, contact us within 48 hours of delivery at:
We will work with you to resolve the issue as quickly as possible.
Return Shipping
If the return is approved, return instructions will be provided by our support team.
Unless the item is defective, damaged, or shipped incorrectly, customers are responsible for return shipping costs.
Non-Returnable Items
The following items cannot be returned:
- Personalized or custom-made products
- Perishable goods
- Gift cards
- Downloadable digital products
- Products showing signs of use or damage caused after delivery
Exchanges
If you would like a different item, we recommend returning the original product (if eligible) and placing a new order.
European Union Customers
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 your order without giving any reason.
Returned products must meet the eligibility requirements described above.
Refunds
After we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days.
Please note that your bank or payment provider may require additional time to process the refund. If more than 15 business days have passed since your refund was approved, please contact us at: info@velnaropet.com