Refund policy

At Vetlor, we are committed to providing high-quality products for your pets. If you are not completely satisfied with your purchase, we are here to help.

1. RETURN WINDOW

Our policy lasts 60 days from the date your order was delivered. If 30 days have gone by since your delivery, unfortunately, we cannot offer you a refund or exchange.

2. ELIGIBILITY FOR RETURNS

To be eligible for a return, your item must meet the following criteria:

  • The item must be in the same condition that you received it: unworn, unwashed, and unused.

  • The item must be free of pet hair, stains, odors, or any signs of damage.

  • The item must be in its original packaging with all tags attached.

  • You must have the receipt or proof of purchase (order number).

3. RETURN PROCESS

To start a return, please contact us at:

  • Email: support@vetlor.com

Note: Please do not send your purchase back to the manufacturer without prior authorization from our support team. We will provide you with the correct return address and specific instructions once your request is approved.

4. DAMAGES AND ISSUES

Please inspect your order upon reception. Contact us immediately at support@vetlor.com if:

  • The item is defective or damaged upon arrival.

  • You received the wrong item or the wrong size.

We will evaluate the issue and make it right by sending a replacement or issuing a refund immediately.

5. NON-RETURNABLE ITEMS

Certain types of items cannot be returned, including:

  • Items marked as "Final Sale" or promotional gift items.

  • Gift cards.

  • Items that show signs of use or damage caused by the user or pet (e.g., items chewed or torn by a dog).

6. REFUNDS

Once we receive and inspect your return, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

  • If approved: Your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days.

  • Note: Please remember it can take some time for your bank or credit card company to process and post the refund.

7. SHIPPING COSTS

  • If the return is due to an error on our part (defective or wrong item), Vetlor will cover all shipping costs.

  • If the return is due to personal preference (e.g., ordered the wrong size, changed your mind), you will be responsible for paying for your own shipping costs for returning your item. Original shipping costs are non-refundable.

8. EXCHANGES

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.