Refund policy

RETURNS & REFUNDS

We want you and your pet to love every order from Veltor Pets. Here's exactly how returns work depending on what you purchased.

CONSUMABLE PRODUCTS — SUPPLEMENTS, TREATS & FOODS
Opened consumable products (supplements, powders, chews, treats, foods) cannot be returned for health and safety reasons. If the seal has been broken, we are unable to accept the item back.

Unopened, sealed consumable products may be returned within 30 days of delivery in original condition. Return shipping is at the customer's expense.

NON-CONSUMABLE PRODUCTS — APPAREL, TOYS, ACCESSORIES & EQUIPMENT
Unused, non-consumable products in original packaging may be returned within 30 days of delivery. Items must be unworn, unused, and in the same condition you received them.

ALL RETURNS
To be eligible for a return, items must be returned within 30 days of the delivery date. Once we receive and inspect your return, we'll issue a full refund to your original payment method within 5–7 business days. Return shipping costs are the customer's responsibility unless the return is due to our error.

DAMAGED, DEFECTIVE, OR INCORRECT ORDERS
Contact us within 7 days of delivery at pavlo@veltormedia.com with your order number and a photo of the issue. We'll replace the item or issue a full refund — no return required.

LOST PACKAGES
If your tracking shows delivered but your order hasn't arrived, contact us within 7 days. We'll investigate with the carrier and make it right.

HOW TO START A RETURN
Email pavlo@veltormedia.com with your order number and reason for return. We'll respond within 1–2 business days with next steps.

Note: Veltor Pets reserves the right to refuse returns that do not meet the above conditions.

These policies do not limit any statutory rights you may have under applicable Canadian federal or provincial consumer protection legislation.