eloura Pets — Return & Refund Policy

Returns

At Veloura Pets, your satisfaction matters to us. If you are not fully happy with your purchase, you may request a return within 14 days of receiving your order. To be eligible, items must be:

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  Unused, unwashed, and in their original packaging.
  
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  Free from pet hair, odors, or damage.
  
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  Accompanied by proof of purchase (order number, receipt, or confirmation email).
  

Non-returnable items:

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  Sale or clearance items
  
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  Gift cards
  
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  Hygiene-sensitive items (e.g., grooming tools, litter mats, paw cleaners once opened)
  

Refunds

Once we receive and inspect your returned item, we’ll notify you of the approval or rejection of your refund.

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  Approved refunds are issued to your original payment method within 7–14 business days (processing time may vary by bank/card provider).
  
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  Shipping fees are non-refundable. If your order qualified for free shipping, the actual shipping cost will be deducted from your refund.
  

Exchanges

We do not offer direct exchanges. If you would like a different product, please return the original item for a refund and place a new order.

Damaged or Defective Items

If you received a damaged or defective item, please contact us within 48 hours of delivery with photos, and we will replace or refund the product at no cost to you.

Return Shipping

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  Customers are responsible for return shipping costs unless the item is faulty or incorrect.
  
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  We recommend using a trackable shipping service. Veloura Pets is not responsible for lost or undelivered returns.
  

International Orders (USA, Canada, UK, & Others)

International returns follow the same conditions. Customs fees, duties, and return shipping are the responsibility of the customer.

How to Request a Return

To start a return, please contact our team at support@patientsrush.com with your order number and reason for return. We’ll provide instructions on where to send your package.