Política de reembolso
Returns
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 that you received it: unused, with all tags, accessories, and original packaging included. You will also need the receipt or proof of purchase.
To start a return, please contact us at infovelaris.pet@gmail.com.
Once your return request has been approved, we will provide you with the appropriate return address and instructions on how to complete the return process. Items sent back without prior authorization will not be accepted.
If you have any questions regarding returns, please contact us at infovelaris.pet@gmail.com.
Return Shipping Costs
Unless the item arrives damaged, defective, or incorrect, the customer is responsible for all return shipping costs.
Return Conditions
For hygiene and safety reasons, we cannot accept returns of products that have been used, excessively handled, or returned without all original accessories and packaging.
We reserve the right to refuse returns that do not meet the conditions outlined in this policy.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item. We will evaluate the issue and work to resolve it as quickly as possible.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, including:
- Perishable goods (such as food, flowers, or plants)
- Custom-made or personalized products
- Personal care and beauty products
- Hazardous materials, flammable liquids, or gases
If you have any questions about whether a specific item is eligible for return, please contact us before making a purchase.
We do not accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get the item you want is to return the original item and, once the return has been accepted, place a separate order for the new item.
European Union 14-Day Cooling-Off Period
If your order is shipped to a country within the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification.
To qualify for this right, the item must be in the same condition in which you received it: unused, with tags, accessories, and original packaging included, along with proof of purchase.
Refunds
We will notify you once we have received and inspected your return and let you know whether your refund has been approved.
If approved, your refund will be automatically issued to your original payment method within 10 business days.
Please note that your bank or credit card provider may require additional time to process and post the refund to your account.
If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at infovelaris.pet@gmail.com.