Returns & Exchanges

RETURN & REFUND POLICY

At vovanopet, we take great pride in crafting high-quality essentials for your furry companions. If you or your pet are not completely satisfied with your purchase, we are here to help make things right.

1. 30-Day Return Policy

We offer a 30-day return window, which means you have 30 calendar days from the date of delivery to request a return or exchange.

2. Eligibility & Product Conditions

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

  • The item must be in its original, brand-new condition: unworn, unused, unwashed, with all original tags attached, and inside its original packaging.

  • Pet Safety & Hygiene Standards: For health and sanitary reasons, items showing signs of pet hair, chewing, biting, scratching, excessive dirt, or pet odors cannot be accepted.

  • Proof of purchase (such as your order confirmation email or order number) is required.

  • Non-Returnable Items: Gift cards, personalized/customized products, and items marked as "Final Sale" or "Clearance" are non-refundable.

3. Step-by-Step Return Process

  1. Contact Us: Please do NOT ship items back without prior authorization. Email our support team at support@vovanopet.com with your order number, the reason for the return, and clear photos of the product.

  2. Receive Authorization: Our customer care team will review your request and provide you with return instructions and the authorized return address within 24 business hours.

  3. Pack & Ship: Securely pack the item in its original packaging and drop off the package with your local postal or courier service. Please retain your return tracking number.

4. Return Shipping Costs

  • Customer Responsibility: If the return is due to personal preference, wrong size selected, or a change of mind, the customer is responsible for the return shipping costs. Original shipping charges are non-refundable.

  • Store Error / Defective Products: If the return is due to a damaged item or an error on our part, vovanopet will cover all associated return and replacement shipping costs.

5. Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon delivery. If your order arrives damaged, defective, or incorrect, please email us within 7 days of delivery at support@vovanopet.com with clear photos and your order number. We will gladly send a free replacement or issue a full refund immediately.

6. Inspection & Refunds Timeline

  • Once your return package arrives at our facility, our team will inspect the item within 3–5 business days.

  • We will notify you via email regarding the approval or status of your refund.

  • If approved, your refund will be credited automatically to your original payment method within 5–10 business days, depending on your bank or credit card company.

Need Help?

  • Email: support@vovanopet.com

  • Service Hours: Monday – Friday: 9:00 AM – 6:00 PM (EST)