Privacy policy

Last Updated: September 29, 2026

Thank you for shopping with Petvoray. If something isn't right with your order, this policy explains how returns and refunds work.

1. Return Window

You have 30 days from the date you receive your item to request a return.

2. Return Eligibility

To qualify for a return, your item must be:

• In the same condition you received it, unworn or unused
• Attached to its original tags, where applicable
• In its original packaging
• Accompanied by your receipt or proof of purchase

3. How to Request a Return

1. Email us at support@petvoray.com within your 30-day return window.
2. If your request is accepted, we will send you a return shipping label along with instructions on how and where to send your package.

Please do not send your item back before requesting a return. Items returned without prior approval will not be accepted.

4. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives. If your item is defective or damaged, or if you received the wrong item, contact us right away so we can review the issue and make it right.

5. Non-Returnable Items

The following items cannot be returned:

• Perishable goods, such as food, flowers, or plants
• Custom or personalized products, such as special orders
• Personal care goods, such as beauty products
• Hazardous materials, flammable liquids, or gases
• Sale items
• Gift cards

If you're unsure whether your item qualifies, please contact us before sending anything back.

6. Exchanges

The fastest way to get a different item is to return your original item and, once your return is accepted, place a separate order for the new one.

7. European Union 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel or return it within 14 days for any reason, without needing to give a justification. The same conditions apply: the item must be in the condition you received it, unworn or unused, with tags, and in its original packaging. You will also need your receipt or proof of purchase.

8. Refunds

Once we receive and inspect your return, we will email you to let you know whether your refund has been approved.

If approved, your refund will be issued automatically to your original payment method within 10 business days. Your bank or credit card company may need additional time to process and post the refund.

If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at support@petvoray.com.

9. Contact Us

Questions about a return or refund? We're happy to help.

Email: support@petvoray.com

---

PART 2: CHANGES MADE

• Reorganized the policy into numbered sections in a logical order, from eligibility to how to request a return to refunds.
• Turned the eligibility requirements and non-returnable items into bullet lists so they are easier to scan.
• Wrote everything in original wording and added a short introduction.
• Grouped the refund timeline into one clear section and tightened the phrasing throughout.
• Updated the date to today's date.
• Kept all your business details: the 30-day window, the condition requirements, the non-returnable items, the sale item and gift card exclusions, the EU 14-day cooling-off period, the 10 and 15 business day refund timelines, and your support email.
• Removed the "[INSERT RETURN ADDRESS]" placeholder so it won't appear on your live page. The policy says instead that return instructions will be provided with the return label.

PART 3: INFORMATION YOU MAY WANT TO ADD

• Return address: Your current policy had only a placeholder. If you want to show a fixed address, provide it and add it back to Section 3.
• Return shipping costs: Who pays for return shipping, including for damaged, defective, or incorrect items versus change-of-mind returns.
• Restocking fees: Whether any apply.
• Reporting window for damaged or incorrect items: Your shipping policy uses 7 days. Your refund policy currently says "immediately," so you may want to align them.
• Original shipping charges: Whether they are refundable.
• Partial refunds: Whether they apply to items returned with missing parts or signs of use.
• Order cancellations: Whether and until when customers can cancel an order.
• Contact details: Your current refund policy lists only an email. Your shipping policy also includes a phone number, business address, and support hours, which you could add for consistency.
• EU shipping: The refund policy has an EU section, but your shipping policy doesn't say whether you ship to the EU. Confirm which is correct so the two policies agree.
• Sale items: You may want to say whether this covers all discounted products or only those marked final sale.

pasted

pasted

PART 1: FINAL OPTIMIZED POLICY

---

Privacy Policy

Last Updated: September 29, 2026

Petvoray operates this store and website, including all related content, features, tools, products, and services (the "Services"), to give you a curated shopping experience. Petvoray is powered by Shopify, which enables us to provide the Services to you.

This Privacy Policy explains how we collect, use, and disclose your personal information when you visit, use, or make a purchase through the Services, or otherwise communicate with us. If there is a conflict between our Terms of Service and this Privacy Policy, this Privacy Policy controls with respect to the collection, processing, and disclosure of your personal information.

By using or accessing the Services, you acknowledge that you have read this Privacy Policy and understand how your information is handled.

1. Personal Information We Collect

"Personal information" means information that identifies you or can reasonably be linked to you or another person. It does not include information that is anonymous or has been de-identified. Depending on how you use the Services, where you live, and what applicable law permits or requires, we may collect or process:

• Contact details: name, address, billing address, shipping address, phone number, and email address
• Financial information: payment card and financial account details, transaction details, form of payment, and payment confirmation
• Account information: username, password, security questions, preferences, and settings
• Transaction information: items you view, add to your cart or wishlist, purchase, return, exchange, or cancel, and your past transactions
• Communications with us: information you include when you contact us, such as a customer support inquiry
• Device information: details about your device, browser, or network connection, your IP address, and other unique identifiers
• Usage information: how and when you interact with and navigate the Services

We may also draw inferences from this information.

2. Where We Get Your Information

We may collect personal information:

• Directly from you, such as when you create an account, use the Services, or communicate with us
• Automatically, from your device when you use or visit the Services, including through cookies and similar technologies
• From our service providers, who collect or process information on our behalf
• From our partners and other third parties

3. How We Use Your Information

Depending on how you interact with us, we may use your personal information to:

• Provide, tailor, and improve the Services. This includes processing payments and orders, arranging shipping, handling returns, exchanges, and other transactions, managing your account, sending account-related notifications, remembering your preferences, enabling you to post reviews, and recommending products related to your purchases.
• Market and advertise to you. We may send marketing and promotional messages by email, text message, or postal mail, and show you online ads on the Services or other websites, including based on items you purchased or added to your cart and your other activity on the Services.
• Protect security and prevent fraud. This includes authenticating your account, providing a secure shopping and payment experience, and detecting, investigating, or acting on suspected fraudulent, illegal, unsafe, or malicious activity. If you register an account, you are responsible for keeping your login credentials safe, and we recommend that you do not share them with anyone.
• Communicate with you. This includes providing customer support and maintaining our business relationship with you.
• Meet legal requirements. This includes complying with applicable law, responding to valid legal process (including requests from law enforcement or government agencies), taking part in legal proceedings, and enforcing or investigating violations of our terms or policies.

4. How We Disclose Your Information

We may disclose your personal information to third parties for legitimate purposes, including:

• Shopify and other service providers that perform services for us, such as IT management, payment processing, data analytics, customer support, cloud storage, fulfillment, and shipping
• Business and marketing partners that help us provide marketing services and advertise to you. For example, we use Shopify to support personalized advertising with third-party services based on your online activity across different merchants and websites. These partners use your information in accordance with their own privacy notices. Depending on where you live, you may have the right to direct us not to share your information for targeted advertising (see Section 8).
• Third parties you direct us to share with, or that you consent to, such as shipping providers, social media widgets, or login integrations
• Our affiliates or others within our corporate group
• Other parties in specific circumstances, such as in connection with a business transaction (for example, a merger or bankruptcy), to comply with legal obligations (including subpoenas and search warrants), to enforce our terms or policies, and to protect or defend the Services, our rights, and the rights of our users or others

5. Our Relationship with Shopify

The Services are hosted by Shopify, which collects and processes personal information about your access to and use of the Services in order to provide and improve them. Information you submit to the Services is transmitted to and shared with Shopify and with third parties that may be located in countries other than where you live.

We also use certain Shopify enhanced features that draw on information from your interactions with our store, other merchants, and Shopify. For these features, Shopify is responsible for processing your personal information, including responding to your requests to exercise your rights over that use.

To learn more about how Shopify uses your personal information and what rights you may have, visit the Shopify Consumer Privacy Policy or the Shopify Privacy Portal at https://privacy.shopify.com/en.

6. Third-Party Websites and Links

The Services may link to websites or platforms operated by third parties. We do not control these sites and are not responsible for their privacy or security practices, or for the accuracy, completeness, or reliability of their content. We encourage you to review their privacy policies and terms before using them.

Information you share in public or semi-public places, including third-party social networking platforms, may be visible to other users of the Services or of those platforms, without limits on how it may be used by us or others. Including a link does not by itself mean we endorse the linked site or its owners, except as stated on the Services.

7. Children's Data

The Services are not intended for children, and we do not knowingly collect personal information from children under the age of majority in their jurisdiction. If you are a parent or guardian and believe your child has given us personal information, contact us using the details below and we will delete it on request.

As of the date of this Privacy Policy, we have no actual knowledge that we "share" or "sell" (as defined by applicable law) the personal information of anyone under 16 years of age.

8. Your Rights and Choices

Depending on where you live, you may have some or all of the following rights. These rights are not absolute, may apply only in certain situations, and in some cases we may decline a request as permitted by law.

• Access / Know: request access to the personal information we hold about you
• Delete: request that we delete personal information we maintain about you
• Correct: request that we correct inaccurate personal information
• Portability: receive a copy of your personal information and, in certain circumstances, ask us to transfer it to a third party
• Opt out of sale or sharing for targeted advertising: opt out of the "sale" or "sharing" of your personal information, or of its processing for "targeted advertising," as defined by applicable privacy laws. You can make this request through the Shopify Privacy Portal at https://privacy.shopify.com/en or by contacting us using the details below.
• Manage communication preferences: unsubscribe from promotional emails at any time using the unsubscribe link in our emails. If you opt out, we may still send non-promotional messages, such as those about your account or orders.

Global Privacy Control. If you visit our website with the Global Privacy Control opt-out preference signal enabled, then depending on where you are, we will treat it as a request to opt out for the device and browser you are using. If we can link that device to a Shopify account, we will apply the opt-out to the account as well. Learn more at https://globalprivacycontrol.org/. Other than Global Privacy Control, we do not recognize other "Do Not Track" signals sent by your browser or device.

How to make a request. You can exercise these rights where indicated on the Services or by contacting us using the details in Section 12. For rights related to data processed by Shopify, visit https://privacy.shopify.com/en.

We will not discriminate against you for exercising your rights. We may need to verify your identity before processing a request, as permitted or required by law. Where applicable law allows, you may designate an authorized agent to make a request on your behalf. Before accepting a request from an agent, we may require proof that you authorized them, and we may need you to verify your identity directly with us. We will respond to your request in a timely manner as required by law.

9. Security and Retention

No security measure is perfect or impenetrable, and we cannot guarantee "perfect security." Information you send to us may not be secure while in transit, so we recommend that you do not use unsecure channels to send us sensitive or confidential information.

How long we keep your personal information depends on factors such as whether we need it to maintain your account, provide the Services, comply with legal obligations, resolve disputes, or enforce our contracts and policies.

10. Complaints

If you have a complaint about how we handle your personal information, please contact us using the details below. Depending on where you live, you may also have the right to appeal our decision by contacting us, or to lodge a complaint with your local data protection authority.

11. International Transfers and Policy Changes

International transfers. We may transfer, store, and process your personal information outside the country where you live. If we transfer personal information out of the European Economic Area or the United Kingdom, we will rely on recognized transfer mechanisms, such as the European Commission's Standard Contractual Clauses or the equivalent contracts issued by the relevant UK authority, unless the transfer is to a country determined to provide an adequate level of protection.

Changes to this policy. We may update this Privacy Policy from time to time, including to reflect changes to our practices or for operational, legal, or regulatory reasons. We will post the revised policy on this website, update the "Last Updated" date, and provide notice where required by law.

12. Contact Us

If you have questions about our privacy practices or this Privacy Policy, or you would like to exercise any of your rights, contact us:

• Email: support@petvoray.com
• Phone: +1 (323) 759-4794
• Business Address: Petvoray, 268 W 84th St, Los Angeles, CA 90003, United States
  
  Support Hours: Monday–Friday, 9:00 AM – 5:00 PM (ET)