Company Details
Here is the business and support information for your pet care purchases.
Changhe Subdistrict, Binjiang District,
Hangzhou, Zhejiang Province, China
This is our business address, not a return shipping address. Please contact us for return instructions before sending any item.
Return & Refund Policy
From a favorite toy to an everyday care essential, we want your purchase to feel right for you and your pet. If something is wrong with your order, our team is here to help.
Returns, made clear.
Start with these simple steps, then see the details below.
Contact us
Email us within 30 days of delivery with your order number and reason for the return.
Follow the instructions
We will review your request and provide the applicable return steps and address.
Receive an update
After we receive and inspect an eligible return, we will confirm its refund status.
30-Day Returns
You may request a return within 30 days after your order is delivered. For a standard change-of-mind return, the product should be:
- Unused, unwashed, and in its original condition;
- Free of damage, stains, odors, and pet hair;
- Returned with its original accessories and packaging where applicable; and
- Accompanied by proof of purchase or your order number.
These conditions apply to our voluntary 30-day return offer. Your rights under applicable consumer law remain unaffected.
How to Get Started
Email service@vezlorapets.com and include your order number, the item you wish to return, and a brief explanation. If an item arrived damaged, incorrect, or defective, please include clear photos when possible.
We will review your request and send return instructions, including the correct destination when a physical return is needed. Please do not send a package to our business address or ship a return before contacting us.
Damaged, Incorrect & Defective Items
Please inspect your pet products when they arrive. If an item is damaged, defective, incorrect, or missing parts, contact us as soon as you notice the issue. Include your order number and photos or a description of the problem.
We will review the issue and explain the available resolution, which may include a replacement, refund, or another remedy in accordance with applicable law. We will explain any required return shipping arrangements.
Items with Return Restrictions
Under our voluntary return offer, the following items may be ineligible for a change-of-mind return:
- Used pet products that cannot be returned in their original condition;
- Opened hygiene or health-related items where a return would raise hygiene concerns;
- Personalized or custom-made products;
- Gift cards; and
- Items clearly identified as final sale before purchase, where permitted by law.
These restrictions do not remove any rights you may have for faulty products or other rights provided by applicable law.
Need a Different Item?
Contact us before sending anything back. We will help you determine whether an exchange, replacement, or return followed by a new order is available for your situation.
Return Shipping
For a voluntary change-of-mind return, you are generally responsible for the return shipping cost unless we tell you otherwise. We will explain the arrangements before you send the item.
Original delivery charges are generally not refunded for voluntary returns, except where required by law. Different rules may apply to incorrect, damaged, or defective items and to statutory cancellation rights described below.
When to Expect Your Refund
Once we receive and inspect an eligible return, we will email you the outcome. For approved returns under our voluntary policy, we normally initiate a refund to the original payment method within 10 business days after approval. Your bank or payment provider may take additional time to post the funds.
Statutory refund deadlines, including those for eligible EU cancellations, take precedence where applicable. If you have not received an expected refund, email us with your order number so we can help.
14-Day Withdrawal Right
If EU consumer withdrawal rules apply to your order, you generally have 14 days from receiving the goods to tell us that you wish to cancel, without giving a reason. A clear email to service@vezlorapets.com is sufficient. Please include your order number.
After notifying us, send the goods back within the period required by applicable law, generally 14 days. We will provide the return destination. You may inspect the goods as you would in a shop, though you may be responsible for any diminished value caused by handling beyond what is necessary to establish their nature, characteristics, and functioning.
Where this right applies, we will reimburse eligible payments, including the cost of standard original delivery. Extra charges for a delivery option more expensive than standard delivery may be excluded. The direct cost of returning the goods is generally yours unless we agree otherwise or applicable law requires otherwise.
Reimbursement is made within the period required by law, generally 14 days after we receive your cancellation notice. We may wait until we receive the goods or you provide evidence that you sent them back, whichever occurs first. Legal exceptions may apply, including certain personalized goods and sealed goods unsuitable for return for health or hygiene reasons once unsealed.