Refund policy

**Last updated: September 15, 2026**

At Velari, we want you and your pet to be happy with every order. If
something goes wrong, we're here to help. Please read this policy before
placing your order.

Returns

Velari does not currently accept physical returns unless we specifically
authorize one in writing.

Please do not send products to any address without contacting us first.
Unauthorized returns may not be eligible for a refund and may not be
returned to you.

Change of mind

We do not generally offer refunds or exchanges for change of mind,
buyer's remorse, incorrect size or variant selection, or because a pet
does not like or use a product.

Please review product descriptions, dimensions, sizing information,
compatibility, and other product details carefully before ordering.

If you're unsure about a product, contact us at
**support@velaripet.shop** before purchasing. We'll be happy to help.

Nothing in this policy limits any rights you may have under applicable
consumer protection laws.

Damaged, defective or incorrect items

Please contact us if:

- Your item arrives damaged or broken.
- Your item is defective or does not function as described.
- You receive the wrong product.
- You receive the wrong size, color, model, or variant due to our
fulfillment error.

Contact **support@velaripet.shop within 14 days of delivery** and
include:

- Your order number.
- A clear photo or short video showing the issue.
- A photo of the shipping label and packaging, when available.
- A brief description of the problem.

We may request additional information when reasonably necessary to
review your claim.

If your claim is approved, we may offer a replacement or refund,
depending on the circumstances and product availability. You will not be
required to return the product unless we specifically provide return
instructions.

Lost or undelivered orders

If tracking indicates that your package may be lost, or your order has
not arrived within the delivery timeframe communicated to you, please
contact **support@velaripet.shop**.

We will review the tracking information and, where appropriate, contact
the carrier or fulfillment provider.

If the package is confirmed lost in transit, we will offer a replacement
or refund at no additional cost to you.

If an order has not arrived within **30 days after shipment**, please
contact us so we can investigate and determine the appropriate
resolution.

Refunds

Once a refund is approved, it will be issued to your original payment
method.

Please allow approximately **5–10 business days** for the refund to
appear, depending on your bank, card issuer, PayPal, or other payment
provider.

Processing times after we issue the refund are outside our control.

Order cancellations

If you need to cancel an order, contact us at **support@velaripet.shop
as soon as possible**.

We will make reasonable efforts to cancel your order if fulfillment has
not yet begun.

Because orders may enter fulfillment shortly after they are placed, we
cannot guarantee cancellation once an order has been submitted for
processing.

If we are able to stop fulfillment successfully, we will cancel the
order and issue a full refund.

Incorrect or incomplete shipping addresses

Customers are responsible for providing a complete and accurate shipping
address at checkout.

If you notice an error, contact us immediately. We will make reasonable
efforts to update the address if fulfillment has not yet begun.

We cannot guarantee changes after an order has entered fulfillment or
shipped.

We may be unable to refund or replace orders that are lost, returned, or
delivered incorrectly because of an inaccurate or incomplete address
supplied by the customer.

Orders delivered outside the United States

Orders delivered outside the United States may be subject to import
duties, taxes, and customs brokerage fees charged by the carrier or
customs authority. These charges are not set by Velari and cannot be
refunded by us.

If a package is refused at delivery because of customs charges, it may be
returned or destroyed by the carrier. Orders refused for this reason may
not be eligible for a refund.

Consumable and hygiene products

For health and hygiene reasons, opened consumable or hygiene-sensitive
products generally cannot be returned or exchanged for change of mind.

This may include treats, supplements, training pads, diapers, litter,
and similar products.

This does not affect claims involving products that arrived damaged,
defective, incorrect, or otherwise qualify for a remedy under applicable
law.

Questions about an order or refund?

**Email:** support@velaripet.shop

We aim to respond within **2 business days, Monday through Friday**.