Refund policy

Return & Refund Policy

We offer a 14-day return policy, which means you have 14 days after receiving your item to request a return. To be eligible for a return, the item must be unused, in the same condition that you received it, in its original packaging, and accompanied by proof of purchase.

To start a return, please contact our support team at support@petvero.com. When contacting us, please include your order number, a brief description of the issue, and photos of the product if the item is damaged or defective. Once we receive your request, our support team will review the information and provide you with instructions for the return process.

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery. To help us resolve the issue as quickly as possible, please include photos of the item, photos of the packaging, and your order number. After verification, we will arrange either a replacement or a refund depending on the situation.

Please note that certain items are not eligible for return. This includes products that have been used, items damaged due to misuse, or products returned without contacting our support team first.

Once we receive and inspect the returned item, we will notify you whether your refund has been approved. If approved, the refund will be processed to your original payment method. Please note that it may take 5–10 business days for your bank or credit card provider to process and post the refund to your account.

Customers may be responsible for return shipping costs unless the item received is defective or incorrect. Original shipping fees are non-refundable.

If you have not received your refund after the expected processing time, we recommend first checking your bank account again, then contacting your credit card company or bank. If you still have not received your refund, please contact us at support@petvero.com, and we will assist you as soon as possible.