A toy either survives the first week with a determined dog or it does not. You have 10 days from delivery to return an unused item to Velvora Studio, and a 48-hour route if it arrived damaged. Hygiene puts a hard limit on what can come back once a pet has had it.
How long you have
10 days from the delivery date. Items faulty on arrival follow the 48-hour rule below instead of this window.
What we accept back
Unused toys in original packaging with tags and the invoice — plush still tagged, rope and rubber unchewed, playsets with every piece in the tray. If a pet has used it, we cannot resell it and cannot take it back.
What we cannot accept
- Anything a pet has chewed, licked or slept on.
- Opened catnip, treats and consumables, for hygiene reasons.
- Clearance stock and gift cards.
These exceptions do not apply where the item arrived faulty.
Damaged, defective, wrong or missing
Record an unboxing video as you open the parcel and email that video within 48 hours of delivery if a seam is split, a squeaker is dead on arrival, a laser will not power up, pieces are missing from a set, or we sent the wrong item. That clip is the only proof we need — free replacement or full refund, and no return postage from you.
Opening a return
Email [email protected] with the order number and a line about the problem, from the address on the order. A person answers, usually inside a working day, and arranges collection or replacement.
Return postage
Our fault, we pay. Changed your mind on an unused, tagged item, you arrange and pay the return — we confirm the address before you post anything.
Refund route and timing
Once the item is back and checked, approved refunds process within 7 business days. UPI goes back to the same account; Cash on Delivery orders are refunded by bank transfer once you share the details.
Swapping sizes
Toy too small for the dog, or too big for the cat? Say so in the same email and we exchange rather than refund, subject to stock, settling any price difference either way.
Still on the bench
If it has not shipped, use the Cancellation Policy instead — free, with the money back in 5 to 7 business days.