Refund policy

Velora Pets – Return & Refund Policy Last updated: August 2026

Overview At Velora Pets, we are committed to delivering a premium experience from purchase to delivery. If something is not right with your order, we are here to help. Please read this policy carefully before submitting a request.

1. How to Contact Us For all return, refund, or order issue requests, contact our support team at: support@shopvelorapets.com

Please include: your order number, your full name, a description of the issue, and clear photos or videos when applicable.

Our team responds within 1 business day (Monday–Friday, 9 AM–6 PM AEDT).

Do not ship any item before receiving written authorisation and specific instructions from our team.

2. Order Issues

Items received with a problem — If you experience any of the following, contact us within 7 days of delivery: item arrived damaged (send photos of item and packaging); item is defective (send photos or video); wrong item received (send photos); item does not match the description (send photos and description of discrepancy).

Item not received — If your order has not arrived after the estimated delivery window has passed, contact us as soon as possible with your order number and tracking information. We will investigate and communicate the resolution.

Each case is reviewed individually. Once verified, we will communicate the available resolution, which may include a refund or a replacement, subject to confirmation.

3. Returns Physical returns are not automatically required or guaranteed. Our team will assess each request and, if a return is necessary, will provide specific instructions including any applicable return address.

Do not send any item to any address without prior written authorisation from Velora Pets.

If a return is authorised: items must be unused, in original condition, with all tags and original packaging; items must be accompanied by proof of purchase; ship using a tracked shipping service and retain the tracking number.

Items returned without authorisation, used, damaged, or missing original packaging may be denied or partially refunded.

4. Refunds Refunds are processed to the original payment method only. We do not issue cash refunds or refunds to alternative accounts.

Once your request is reviewed and approved, we will notify you by email. The refund will then be initiated. Processing times vary depending on your bank or payment provider.

If you have not received your refund after a reasonable period following our approval notification, please contact us at support@shopvelorapets.com.

5. Replacements Replacements are not automatically guaranteed. If a replacement is the appropriate resolution for your case, our team will confirm availability and provide an estimated timeframe before proceeding.

6. Change of Mind / Wrong Size or Colour Selected Returns, exchanges, or refunds for change of mind, incorrect size selection, or incorrect colour selection are not guaranteed. Requests of this nature are reviewed individually, and any available resolution will be communicated by our support team.

Please contact us at support@shopvelorapets.com if you have a request of this nature.

7. Non-Returnable Items The following items are not eligible for return or refund: gift cards; items not in original condition, missing parts, or damaged due to reasons not attributable to Velora Pets.

8. Sale and Promotional Items Items purchased on sale or during promotions are subject to the same return and refund conditions as regular-priced items.

9. International Orders For international orders, the same policy applies. If a physical return is required and authorised, our team will provide specific instructions. Customers are responsible for any customs duties, import taxes, or fees associated with the return shipment. These costs are not refundable by Velora Pets.

10. Lost in Transit If your package has not arrived after the estimated delivery window has passed, please contact us with your order number and tracking information. We will investigate the shipment and communicate the available resolution once the case has been reviewed.

Questions? Contact us at support@shopvelorapets.com — Monday–Friday | 9 AM–6 PM AEDT | Response within 1 business day