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Velora Pets

Refund & Returns Policy

Thirty days, no restocking fee, and a refund to the original payment method.

Effective & last revised: 2 February 2026 · Velora Pets LLC, Ruston, Louisiana, USA

We publish this policy in full before you enter any payment details, as required by the Visa and Mastercard operating rules. Nothing here removes your statutory rights.

1. The window

You may return most items within 30 calendar days of delivery. The clock starts on the carrier’s recorded delivery date. Returns received after day 30 may be refused or refunded as store credit at our discretion.

2. What can be returned

  • Unused toys in their original packaging, in resalable condition — full refund.
  • Damaged or defective toys — full refund or replacement, your choice. Send a photograph and we will not ask you to ship the item back at your cost.
  • Wrong item shipped — full refund or the correct item, plus a prepaid return label.

3. What cannot be returned

  • Toys that have been given to a pet or shown obvious use, for hygiene reasons — unless they were defective or arrived damaged.
  • Items marked final sale on the product page at the time of purchase.
  • Items returned without a return authorisation, or received in a condition that makes their origin unverifiable.

4. How to start a return

  1. Email VeloraPetsLLC@outlook.com with your order number and what you want to return, or call +1 (386) 353-1425.
  2. We reply within one business day with a return authorisation number and the return address.
  3. Pack the item securely, write the authorisation number on the outside, and ship it back.
  4. We email you when it arrives and again when the refund is issued.

5. Who pays return shipping

  • Our error — defective, damaged, or wrong item: we pay, and we send a prepaid label.
  • Change of mind: you pay return postage. We do not charge a restocking fee, and the original outbound shipping is refunded if the whole order is returned.

6. Refund timing and method

Refunds are issued to the original payment method — the same card, via the same processor (Stripe or Square) that took the payment. We cannot refund to a different card or send cash.

  • We process the refund within 2 business days of receiving and inspecting the return.
  • Your bank then takes a further 5–10 business days to post it to your statement. That leg is outside our control.
  • Refunds are issued in U.S. dollars (USD), for the amount charged. Any foreign-exchange difference applied by your own bank is a matter between you and your issuer.

7. Exchanges

We handle exchanges as a refund plus a fresh order, so you are never waiting on two shipments to cross. Tell us what you want instead and we will hold stock while your return is in transit.

8. Cancelling before dispatch

Orders can be cancelled at no cost until they enter fulfillment. See section 6 of our Terms of Service.

9. Problems with a delivery

If tracking says delivered and the parcel is not there, contact us within 7 days. We open a carrier trace and, if it cannot be located, we reship or refund in full — see our Shipping & Fulfillment Policy.

10. Before you file a chargeback

Please contact us first. Almost every dispute is resolved by email the same day, and a direct refund reaches you faster than a chargeback does. If you have already filed one, tell us the case number so we can respond to your issuer promptly.

11. Contact

Returns desk — VeloraPetsLLC@outlook.com · +1 (386) 353-1425
Support — Mon–Fri, 09:00–17:00 CT
Velora Pets LLC, 126 Blue Ridge Lane, Ruston, LA 71270, United States