Politique de remboursement
Refunds & Returns Policy
At Vela Pet Shop, we want you and your pet to love your purchase. If you are not entirely satisfied, we are here to help with a straightforward return process.
1. 30-Day Return Window
You have 30 days from the date of delivery to request a return. If 30 days have passed since your item was delivered, unfortunately, we cannot offer you a refund or exchange.
2. Eligibility for Returns
To be eligible for a return, your item must be:
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Unused and in the same condition that you received it.
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In the original packaging with all tags and labels attached.
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Free from pet hair, odors, or any signs of wear.
Note: For health and safety reasons, we cannot accept returns on opened consumables (such as treats or supplements) or items that show clear signs of use by a pet.
3. Return Shipping & Fees
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Return Shipping Costs: Customers are responsible for paying the shipping costs for returning their items. Shipping costs are non-refundable.
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Restocking Fees: We do not charge any restocking fees.
4. How to Initiate a Return
Please do not send your purchase back to the manufacturer. To ensure your refund is processed correctly, please follow these steps:
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Email us at Info@velapet.shop with your order number and the reason for the return.
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Once confirmed, mail your package to our Vancouver office:
Vela Pet Shop 2212 E 39th Ave Vancouver, BC V5P 1H8 Canada
5. Damaged or Defective Items
If your item arrives damaged or there is a manufacturing defect, please contact us at Info@velapet.shop within 7 days of delivery. Please include a photo or video of the issue. We will arrange a replacement or a full refund immediately at no additional cost to you.
6. Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-7 business days.