Refund policy

Effective date: September 8, 2026

1. 30-day return window

VELPORA accepts eligible returns requested within 30 calendar days after the date the order is delivered. To start a return, contact us at support@velporapets.com with your order number and the reason for the return.

2. Eligible returns

Returned products should be unused, clean, in resalable condition, and returned with original packaging and included accessories when reasonably possible. A product that has been used, altered, damaged by the customer, or returned without necessary components may be ineligible for a refund or may receive a reduced refund to the extent permitted by law.

3. Common reasons for return

Eligible returns may include ordinary buyer's-remorse situations, such as ordering the wrong size or deciding that the product is not suitable, subject to the conditions above. Returns are not limited to defective products.

4. Non-returnable situations

Unless required by law, we may not accept returns for products that have been materially used, damaged after delivery, contaminated, altered, or otherwise made unsuitable for resale. Certain products may also be excluded where return is not reasonably appropriate for health, hygiene, safety, or other lawful reasons; any such restriction will be disclosed on the applicable product page when relevant.

5. Return authorization

Do not send a return to the address printed on the original shipment or to the company's registered-agent address unless VELPORA specifically instructs you to do so. We will provide the appropriate return instructions after reviewing your request.

6. Return shipping costs

For ordinary returns such as a change of mind, the customer is generally responsible for return shipping unless VELPORA states otherwise. If the item is damaged, defective, or incorrect, contact us before shipping it back. When the issue is confirmed to be our responsibility, we will provide appropriate return instructions and may cover reasonable return shipping costs.

7. Damaged, defective, or incorrect items

If you receive an item that is damaged, defective, or different from what you ordered, contact us promptly with your order number and clear photos of the item and packaging. We may offer a replacement, refund, or another appropriate resolution depending on the circumstances and applicable law.

8. Refund timing

Once a return is approved and any required inspection or return step is completed, VELPORA will process the refund within 7 business days. Refunds are normally sent to the original payment method. Your bank or payment provider may require additional time to post the refund.

9. Original shipping charges

Unless required by law or the return is due to an error or product issue for which VELPORA is responsible, original shipping charges may not be refundable.

10. Partial refunds

If only part of an order is returned and approved, we will refund the eligible returned item(s) and applicable amounts under this policy. Promotional discounts may be allocated across items in the original order when calculating the refund.

11. Late returns

Return requests submitted after the 30-calendar-day return window may be declined unless a different right applies under applicable law or VELPORA has expressly approved an exception.