Refund 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
- Email us at support@petvoray.com within your 30-day return window.
- 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
Phone +1 (323) 759-4794
Business Address: 268 W 84th St, Los Angeles California 90003, United States
Support Hours: Monday–Friday, 9:00 AM – 5:00 PM (ET)