We want customers to feel confident shopping at vellnorae.
This policy explains how to request a return, report an order problem, and receive an approved refund.
Return Window
Eligible products may be returned within 30 calendar days after confirmed delivery.
Starting a Return
Before returning merchandise, contact:
service@vellnorae.comPlease provide:
- Your order number
- The product you wish to return
- The reason for the return
- Relevant photographs or videos where appropriate
Return Eligibility
Unless an item is defective, damaged, incorrect, or otherwise protected by applicable consumer law, eligible preference-based returns should generally be:
Pet Hygiene & Used Products
For health and hygiene reasons, certain pet products that have been used by or come into direct contact with an animal may not qualify for a preference-based return.
This may include certain:
This restriction does not limit rights relating to products that are defective, damaged, incorrect, or otherwise protected by applicable law.
Return Address
Do not automatically send merchandise to our registered business address.
After your return request has been reviewed and approved, Customer Care will provide:
- Return instructions
- The applicable return warehouse address
- Any additional information required
Unauthorized returns or parcels sent to an incorrect address may be delayed or refused.
Non-Returnable Products
Subject to applicable law, preference-based returns may not be available for:
- Customized or personalized products
- Gift cards
- Products clearly marked Final Sale
- Used pet hygiene products
- Products materially altered after delivery
- Products damaged through misuse
- Products missing significant parts or accessories
Damaged, Defective, Incorrect, or Incomplete Orders
Please inspect your order promptly after delivery.
If your item arrives:
contact us promptly.
After the issue is reviewed and confirmed, we will provide an appropriate solution at no additional cost for an error attributable to us.
Return Shipping Costs
For preference-based returns, including change of mind, incorrect customer selection, or personal preference, customers are generally responsible for return shipping costs.
Where we confirm that an item was damaged, defective, incorrect, incomplete, or otherwise affected by an error attributable to us, we will provide an appropriate solution without requiring the customer to bear additional costs caused by that error.
Original shipping charges are generally non-refundable for preference-based returns unless required by applicable law.
Refund Processing
After an approved return arrives at the designated return facility, we may inspect the item to confirm eligibility.
Once the return has been received, inspected, and approved, the eligible refund will normally be initiated within:
Refund Method
Approved refunds are normally issued to the original payment method.
Your bank, card issuer, or payment provider may require additional processing time after the refund has been issued.
Order Cancellation
If you need to cancel an order, contact us as soon as possible.
We will make reasonable efforts to assist before fulfillment begins.
Cancellation cannot be guaranteed after:
- Processing has started
- Fulfillment has begun
- Shipment preparation has started
- The order has been dispatched