Refund policy

Return Policy

At Paw Velto, we want you and your pet to love every comfort item you purchase. If an item does not suit your space or pet's size, we offer a comprehensive return window. Due to strict sanitary regulations and cross-contamination hazards regarding pet bedding, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted.

2. Return Eligibility and Conditions

To qualify for a valid return and subsequent refund, your items must strictly adhere to the following criteria:

  • The pet bed, cushion, or velvet mat must be completely unused, unwashed, and in its original, brand-new condition.
  • Sanitary & Hygiene Standards: For health reasons, beds and mats that have been used by pets, slept on, or show signs of pet hair, saliva, dander, dirt, or pet odors cannot be accepted for return.
  • All original packaging, protective vacuum-sealed bags (if unexpanded), branded tags, and zipper protectors must remain fully intact and included in the return parcel.
  • Items showing signs of animal use, washed velvet fabrics, pulled threads, stains, or chew damage will be strictly rejected during our quality inspection.

3. Return Shipping Costs

The customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Due to the bulk volume of pet beds and foam loungers, we recommend using a trackable shipping service and purchasing parcel insurance, as Paw Velto cannot guarantee receipt of returned items without tracking proof.

4. How to Initiate a Return

  1. Contact our customer support team at support@pawvelto.store within 30 days of delivery. Please include your order number, item details, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address and detailed repackaging instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate office address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a bed dimension or velvet color), contact us immediately at support@pawvelto.store.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to wait for delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated facility, our quality assurance team will inspect the item to verify compliance with our return conditions (unused, free of pet hair and odors, intact original packaging). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@pawvelto.store for further assistance.