Refund policy

RETURN AND REFUND POLICY

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

To be eligible for a return, your item must be in the same condition in which you received it, unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, contact us at velpawsstore@gmail.com. If your return is accepted, we will provide instructions and the authorized return address. Please do not send products back to the address shown on the original package. Items returned without prior authorization will not be accepted.

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.

You can always contact us with questions about returns at velpawsstore@gmail.com.

Damages and issues

Please inspect your order when it arrives and contact us immediately if the item is defective, damaged, or incorrect. Include your order number and clear photographs of the product and packaging so that we can evaluate the issue and make it right.

Exceptions and non-returnable items

Certain items cannot be returned, including perishable goods, custom or personalized products, personal-care products, hazardous materials, flammable liquids, and gases. Please contact us if you have questions about a specific product.

Gift cards and products clearly marked as final sale before purchase are non-returnable. Products purchased using a promotional discount remain eligible for return under this policy unless they were clearly marked as final sale.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at velpawsstore@gmail.com.