Shop with Greater Peace of Mind 🐾

At Petalvoru™, we carefully select everyday essentials for pets and the homes they share. We hope every product arrives as expected, but we understand that an item may occasionally be unsuitable or something may go wrong during delivery.

This policy explains how eligible returns, exchanges, damaged-item claims, and refunds are handled.

1. Our 30-Day Return Period

Eligible products may be returned within 30 days of the confirmed delivery date.

To qualify, the product should be:

• Unused and in its original condition

• Clean and free from pet hair, stains, odors, or signs of wear

• Returned with its original packaging, labels, manuals, and accessories

• Accompanied by valid proof of purchase

• Sent back according to the return instructions provided by our team

Products that have been used, washed, altered, assembled incorrectly, or damaged after delivery may not qualify for return.

2. Requesting a Return

Before sending any product back, please contact our customer-care team:

Email: service@petalruvo.com

Please include:

• Your order number

• The email address used at checkout

• The product you wish to return

• A short explanation of the reason for your request

• Clear photographs when relevant

Once your request has been reviewed, we will provide the appropriate return address and further instructions.

Please do not return products to the address shown on the parcel without approval. That address may belong to a carrier or fulfillment facility and may not be able to process customer returns.

Unauthorized returns may be delayed, refused, or sent back to the customer.

3. Damaged, Defective, or Incorrect Products 📦

Please check your order shortly after it arrives.

Contact us promptly if you receive:

• A product damaged during transportation

• A product with a manufacturing defect

• The wrong product, color, or variation

• An order with missing components

For faster review, please provide:

• Your order number

• A description of the issue

• Clear photographs or a short video of the product

• Photographs of the packaging and shipping label, when available

Please keep the product and original packaging until our review is complete.

Depending on the circumstances, an appropriate solution may include a replacement, partial refund, full refund, or another reasonable resolution.

4. Products That May Not Be Returnable

Unless required by applicable law, returns may not be available for:

• Used pet beds, mats, carriers, bowls, toys, or grooming tools

• Products containing pet hair, stains, odors, or bite marks

• Items that have been washed, altered, or modified

• Personalized or custom-made products

• Gift cards

• Clearance or final-sale products clearly marked as non-returnable

• Items returned without original components or packaging

• Products damaged through misuse, accidents, or normal wear

• Hygiene-sensitive products after their protective seal has been opened

Please contact us before opening or using an item when you are uncertain whether it is suitable for your pet.

5. Return Shipping Costs

When a return is requested because the customer changed their mind, selected the wrong size or color, or no longer wants the product, return shipping costs may be the customer’s responsibility.

When we confirm that an item arrived damaged, defective, or incorrect, Petalvoru™ will provide an appropriate solution and cover reasonable return costs where applicable.

Original shipping fees are generally non-refundable unless the order was incorrect, defective, or otherwise required by law.

Any return-label cost or deduction will be communicated before the return is completed.

6. Exchanges

Direct exchanges may not always be available because stock can change while a return is in transit.

For a faster replacement, we may recommend:

1. Returning the original eligible product for a refund

2. Placing a new order for the preferred size, color, or item

When an incorrect or defective product was delivered, our team will review whether a replacement can be arranged directly.

7. European Union Cancellation Rights

Customers receiving eligible orders in the European Union may have the right to cancel a distance purchase within 14 days of delivery, without providing a reason, as required by applicable law.

Customers should notify us within the applicable cancellation period and return the product according to the instructions provided.

Returned products should be handled only as much as reasonably necessary to inspect their nature, characteristics, and function. A reduction in refund value may apply when unnecessary handling causes diminished value.

Certain products, including customized goods and eligible sealed hygiene products opened after delivery, may be excluded from the statutory cancellation right.

These rights are separate from any additional protection offered under our 30-day return policy.

8. Return Inspection

After a return reaches the approved facility, it will be checked to confirm:

• The correct product was received

• The item meets the return conditions

• All included parts and accessories are present

• The product has not been used or damaged

• The return was submitted within the permitted period

We will notify you after the inspection has been completed.

Returns that do not meet the stated conditions may be declined or refunded at a reduced amount where permitted by law.

9. Refund Method and Timing

Approved refunds will be issued to the original payment method.

Please allow up to 10 business days after approval for us to process the refund. Your bank, card issuer, or payment provider may require additional time before the funds appear in your account.

Currency conversion differences, international transaction charges, and fees collected independently by a bank or payment provider may not be refundable by Petalvoru™.

If more than 15 business days have passed since your refund was approved, please contact:

service@petalruvo.com

10. Late or Missing Refunds

When an approved refund has not appeared, please:

• Check the original payment account

• Review pending or reversed transactions

• Contact your bank or card provider

• Allow for the provider’s standard posting period

After completing these steps, contact our team with your order number and refund confirmation details.

11. Canceled Orders

Orders may be canceled before fulfillment begins when operationally possible.

Please submit cancellation requests within 12 hours of purchase. Once an order has entered packing, fulfillment, or shipment preparation, cancellation may no longer be available.

If the parcel has already shipped, the standard return process will apply after delivery.

12. Refused and Undeliverable Parcels

A parcel refused at delivery or returned because of an incomplete address, missed collection, unpaid customs charge, or repeated failed delivery attempt is not automatically eligible for a full refund.

Any refund will be reviewed after the parcel reaches the appropriate return facility. Original shipping costs, return transportation charges, customs fees, or carrier expenses may be deducted where permitted.

Questions About a Return?

Our customer-care team is available to guide you through the process.

Petalvoru™
Operated by Yufenqian E-Commerce (Xiamen) Co., Ltd.

Customer Service Email:
service@petalruvo.com

A Fairer Way to Shop for Your Pet ✨

We aim to keep every eligible return clear, reasonable, and carefully reviewed.

Petalvoru™ — thoughtful essentials, dependable support, and everyday comfort for pets and their people.