Returns & Refunds Policy
Last Updated: 31/01/2025
At PupsVela, we strive to provide high-quality pet products and ensure customer satisfaction. However, if you are not completely satisfied with your purchase, we offer a return and refund policy in accordance with UK consumer laws and Google Merchant Center requirements.
1. Returns Eligibility
We accept returns under the following conditions:
- The return request is made within 30 days from the date of delivery.
- The product is unused, in its original packaging, and in resellable condition.
- The item is not on our non-returnable list (see Section 5).
- Proof of purchase (order number or receipt) is provided.
If the product does not meet the above conditions, we reserve the right to deny the return.
2. Return Process
To initiate a return, follow these steps:
- Contact Us: Send an email to pupsvela@hotmail.com with your order details, reason for return, and supporting images (if applicable).
- Approval & Instructions: If your return is approved, we will provide the return shipping address and instructions.
- Return Shipping:
- Customers are responsible for return shipping costs.
- We recommend using a trackable shipping service to ensure the package is received.
- Inspection & Confirmation: Once we receive the returned item, we will inspect it and notify you of the approval or rejection of your refund.
3. Refund Policy
Once your return is approved:
- Refunds will be issued to the original payment method within 21 days after the product is received and inspected.
- You will receive an email confirmation once the refund is processed.
- Refunds do not include shipping fees unless the return is due to a defect or an error on our part.
Partial Refunds
Partial refunds may be granted if:
- The item is not in its original condition.
- The return is initiated beyond the 30 -day window, subject to our discretion.
4. Non-Refundable & Non-Returnable Items
The following items cannot be returned or refunded:
- Personalized or custom-made pet products.
- Perishable items such as pet food, treats, and supplements.
- Hygiene-related items (e.g., grooming brushes, pet beds) that have been opened.
- Gift cards and promotional items.
5. Damaged or Defective Products
If you receive a damaged or defective product, please notify us within 48 hours of delivery with photographic proof.
- We may offer a replacement, store credit, or a full refund depending on the case.
- In some cases, we may request you to return the damaged item before processing a refund.
6. Exchanges
We do not accept exchanges at this time. If you wish to replace an item, you must return the original product and place a new order.
7. Late or Missing Refunds
- If you haven’t received your refund within 21 days, please check with your bank or payment provider.
- If there are any issues, contact us at pupsvela@hotmail.com for further assistance.
8. Contact Information
For any questions regarding our return and refund policy, please reach out to us:
📍 Business Address:
PupsVela
184 High Street North, East Ham, London, E6 2JA
United Kingdom
📞 Phone: +44 78 7896 8965
📧 Email: pupsvela@hotmail.com
