Refund policy

Last Updated: MAY 2026

At Petvari, we want you and your pet to be completely satisfied with every purchase. This policy explains our return, refund, and cancellation terms in clear, simple language. By placing an order with us, you agree to the terms outlined below.

1. Return Window

You have 30 days from the date of delivery to request a return. Requests made after 30 days will not be eligible for a refund or exchange.

2. Eligibility Conditions

To qualify for a return, your item must meet all of the following conditions:

  • The product is unused and in the same condition you received it
  • The product is in its original packaging, unopened and undamaged
  • All original tags, labels, and accessories are intact
  • Proof of purchase (order number or receipt) is provided

Items that are used, washed, opened, damaged by the customer, or missing original packaging are not eligible for return.

3. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned:

  • Items marked as Final Sale or Clearance
  • Personalized or custom-made products
  • Used pet apparel, harnesses, or collars
  • Opened food, treats, or consumable products
  • Items damaged due to misuse or normal wear and tear

4. How to Request a Return

To initiate a return, please follow these steps:

  1. Contact us within 30 days of delivery at:
  2. Provide the following information:
    • Your order number
    • The reason for the return
    • Clear photos of the product (current condition and packaging)
  3. Wait for approval. Our team will review your request within 1 to 2 business days and send you return instructions, including the return shipping address.

Important Notice: Do not ship any product back without prior authorization. Unauthorized returns will not be processed or refunded.

5. Return Shipping Costs

  • If the return is due to our error (wrong item, defective, or damaged product): We will cover the return shipping cost.
  • If the return is for personal reasons (changed mind, ordered wrong size, etc.): The customer is responsible for return shipping fees.
  • Original shipping fees ($10 Standard or $30 Express) are non-refundable unless the return is due to our error.

6. Damaged, Defective, or Wrong Items

If you receive a product that is damaged, defective, or different from what you ordered:

  1. Contact us within 7 days of delivery at support@petvari.com
  2. Send clear photos showing:
    • The damaged or defective item
    • The original packaging
    • The shipping label
  3. We will replace the item free of charge or issue a full refund. The choice is yours.

You do not need to return defective items in most cases. Our team will instruct you based on the situation.

7. Order Cancellation

You may cancel your order before it is shipped, typically within 24 hours of placing it. After 24 hours, the order enters processing and cancellation may no longer be possible.

  • To cancel: Email us immediately at support@petvari.com with your order number in the subject line.
  • If the order has already been shipped: Cancellation is no longer possible, but you may request a return after delivery following our standard return process.
  • Approved cancellations are fully refunded to the original payment method within 3 to 5 business days.

8. Refund Process

Once we receive and inspect your returned item:

  1. We will notify you by email within 2 business days of receipt.
  2. If approved, the refund will be processed to your original payment method.
  3. Refunds typically appear in your account within 5 to 10 business days, depending on your bank or card issuer.

Refund Amount Includes:

  • Full product price refunded
  • Original shipping fees are non-refundable (unless the return is our fault)
  • Any return shipping costs paid by the customer are not refunded

9. Exchanges

We currently offer exchanges only for:

  • Defective or damaged items
  • Wrong size or color (subject to stock availability)

To request an exchange, follow the same process as a return and specify the desired replacement item in your email.

10. Shipping Information

We currently ship to the United States only.

Order Processing Time

All orders are reviewed and confirmed within 1 to 3 business days after payment is received. Once your order is confirmed and processed, it will be shipped according to the selected shipping method below. You will receive a tracking number via email as soon as your order is dispatched.

Shipping Methods and Delivery Times

Shipping Method Cost Estimated Delivery
Standard Shipping $10.00 8 to 15 business days
Express Shipping $30.00 3 to 8 business days

Total Estimated Time (Processing + Shipping):

  • Standard Shipping: 9 to 18 business days from order placement
  • Express Shipping: 4 to 11 business days from order placement

Please Note: Delivery times are estimates and may vary due to factors beyond our control, such as carrier delays, weather conditions, customs processing, or peak holiday seasons.

11. Dispute Resolution

Customers agree to contact Petvari support before initiating any chargeback or dispute through their payment provider. We are committed to resolving all issues within 48 hours. Chargebacks filed without prior contact may result in cancellation of future orders from our store.

12. Fraud Prevention

Orders flagged as potentially fraudulent may be canceled and refunded without notice. Repeated fraudulent activity may result in permanent banning from our store.

13. Contact Us

If you have any questions, concerns, or need assistance with a return, please reach out to our customer support team:

Petvari — operated by VELWER LLC
Address: 30 N Gould St STE R, Sheridan, WY 82801, United States
Email: support@petvari.com
Phone: +1 (251) 373-4770

Our customer support team is available 24 hours a day, 7 days a week.
We respond to all inquiries within 24 hours, including weekends and holidays.

By placing an order with Petvari, you acknowledge that you have read, understood, and agreed to this Return and Refund Policy.