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 that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at noreply@vellopaw.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at noreply@vellopaw.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


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 noreply@vellopaw.com.

Refund Policy

At VelloPaw., your satisfaction is our priority. If you're not completely happy with your purchase, we're here to help — but we also have clear guidelines to ensure fairness for all customers.

Return Window You have 14 days from the date you receive your order to request a return.

Eligibility To be eligible for a return, items must be:

  • Unused and in their original condition
  • In the original, undamaged packaging
  • Free from signs of misuse, wear, or damage caused by the customer

We reserve the right to refuse a return or refund if the item does not meet these conditions.

Condition Upon Return All returned items are thoroughly inspected upon arrival. If an item is returned in a condition that differs from how it was sent — including damage, missing parts, or signs of use — we reserve the right to:

  • Reject the return entirely, or
  • Deduct a damage or restocking fee from the refund amount, at our discretion

Refunds will only be issued once the returned item has passed inspection.

Photo Evidence Required To initiate a return, customers must submit clear photos of the item at the time of the return request. This is required to verify the item's condition and process your request. Failure to provide photos may result in your return request being declined.

Return Shipping

  • If the return is due to a defect, damage, or an error on our part, we will cover the cost of return shipping.
  • If you are returning an item for personal reasons (e.g., changed your mind), return shipping costs are at your expense.

Refunds Once we receive and inspect your return, we will notify you of the outcome. Approved refunds will be processed to your original payment method within 5–10 business days. We are not responsible for refund delays caused by your bank or payment provider.

Fraudulent or Misleading Claims Any attempt to fraudulently claim damage, misrepresent the condition of an item, or abuse our return policy may result in the return being denied and the customer being permanently banned from future purchases. We document and photograph all outgoing orders and reserve the right to dispute any false claims with our payment provider.

EU Right of Withdrawal If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your goods, without giving any reason. To exercise this right, please contact us or use the withdrawal function in your account. This right does not apply to items that have been used, damaged by the customer, or returned in a condition other than received.

Non-Returnable Items The following items cannot be returned:

  • Perishable goods
  • Custom or personalized products
  • Items opened for hygiene reasons
  • Items showing signs of damage or misuse by the customer

Contact Us If you have any questions about your return, please contact us at