Return & Cancellation

Return & Cancellation Policy

Last Updated: September 2026

At VELPAW, we are committed to providing gentle, reliable, and thoughtfully selected pet care products for your furry friends. Your pet’s comfort, hygiene, and happiness are our priority.

As pet care products are used for your pets’ daily grooming and hygiene, our Return & Cancellation Policy is designed to ensure product safety, quality, and customer satisfaction. Please read this policy carefully before placing an order.

1. Order Cancellation

✔ Allowed: Before Dispatch

Customers may request to cancel their order only before it has been processed or dispatched from our warehouse.

If you wish to cancel your order, please contact our customer support team as soon as possible through our registered email address or customer care number.

If the cancellation request is approved before dispatch, any prepaid amount will be refunded through the original payment method within the applicable processing time.

✘ Not Allowed: After Dispatch

Once the order has been packed, processed, or handed over to the courier partner, cancellation requests cannot be accepted.

2. Return Policy

⚠️ Returns on Used Pet Care Products

For hygiene and safety reasons, we do not accept returns of pet care products that have been opened, used, or partially consumed.

This policy helps maintain product hygiene, safety, and quality for all customers and their pets.

Returns will not be accepted for reasons such as:

Change of mind
Personal preference
Ordering the wrong product or quantity
Product opened or used by the customer
Product damaged due to incorrect storage or mishandling
Incorrect delivery address provided by the customer

3. Replacement Eligibility

Customers may be eligible for a replacement under the following circumstances:

📦 Transit Damage Product received is damaged during transit.

📦 Damaged Packaging The package is broken, leaking, or visibly damaged upon delivery.

🔄 Wrong Item A wrong product has been delivered or the product is significantly different.

❌ Defective Product Product received is defective or unusable upon arrival.

Replacement requests are subject to verification by the VELPAW support team.

4. Reporting & Verification Process

⏱ Reporting Window: Within 24 to 48 Hours

If you receive a damaged, defective, or incorrect product, please notify us within 24 to 48 hours of receiving your order.

Kindly provide the following details for verification:

Order number and customer name
Contact number
Clear photographs of the product, outer packaging, and shipping label
A brief description of the issue
Unboxing video, if available

Requests submitted without supporting photographs or after the specified time period may not be eligible.

5. Verification Outcome: After receiving your complaint, our support team will review the issue. We will inform you of the outcome through email, phone call, or WhatsApp. VELPAW reserves the right to approve or reject requests based on the available evidence.

6 & 7. Replacement & Refund Policy

Replacement Process: If approved, a replacement product will be shipped at no additional cost. If the same product is unavailable, we may offer a suitable alternative or process a refund.

Refunds are generally issued only in the following situations:

Cancellation approved before dispatch
Replacement is not possible due to product unavailability
Duplicate payment made by the customer
Payment deducted without successful order confirmation
Refund approved after verification of a valid issue

Approved refunds will be processed through the original payment method. The actual credit timeline depends on your bank or financial institution.

8. Non-Eligible Cases

Replacement or refund requests will not be accepted under the following circumstances:

Product has been opened or used
Product has been damaged after delivery due to mishandling
Incorrect storage of the product
Customer does not like the fragrance, texture, or personal experience
Minor variation in colour, texture, or appearance
Complaint raised after the specified reporting period
Incorrect shipping address or contact details provided by the customer
Product damaged due to normal wear and tear

9 & 10. Quality Assurance & Customer Responsibilities

Every VELPAW product is checked before dispatch to help maintain product quality, hygiene, and safe transportation.

Customers are requested to follow these guidelines:

Inspect the package immediately upon delivery
Report visible damage within the specified reporting period
Store the product according to the instructions on the packaging
Keep the original packaging until the issue is resolved
Keep products away from direct sunlight and excessive heat
Provide accurate delivery information while placing the order
Use products only as directed on the packaging

11 & 12. Limitation of Liability & Updates

Limitation of Liability: VELPAW shall not be held responsible for losses arising from incorrect details provided by the customer, courier delays, improper storage, misuse, or mishandling after delivery. Our liability is limited to the value of the affected product only.

Policy Updates: VELPAW reserves the right to modify or update this policy at any time. Changes become effective immediately upon publication.