Refund policy

Shipping, Returns and Refunds Policy – VelunaPets


Shipping

 

  • Shipping Methods: DPD and GLS – delivery within 48 hours.

  • Confirmation Email: You will receive an email with your tracking number once your order has been shipped.

  • Estimated Delivery Time: Within 48 hours after dispatch. This may vary due to external factors such as incorrect address or public holidays.

 


Payment Methods

 

  • Cash on Delivery (COD)

    Pay in cash or by bank card directly to the courier upon receiving your package.

    It is essential to be available by phone to confirm the order with the shipping agency.

  • Credit/Debit Card Payment

    Secure SSL-encrypted payment.

 


Returns and Refunds

 

  • Return Request Period: Up to 15 days after receiving the order.

  • Conditions:

     

    • Returns are only accepted for manufacturing defects.

    • Promotional items are non-refundable.

    • The product must be in its original condition and with intact packaging.

    • To assess the defect, a video and clear photos of the product must be sent to: contact@velunapetshop.com

     

  • 15-Day Manufacturing Defect Warranty

    If the product presents a defect, a new item will be sent at no additional cost.

  • Process:

     

    1. Send a video and photos of the defect.

    2. The customer covers return shipping costs (except in the case of confirmed defect).

    3. Refunds are only processed if the return is shipped with tracking.