Refund policy

Last Updated: June 19, 2026

At PetsVura, operated by DIVIS PRO LLC, we stand behind the quality of our innovative pet gear and premium wellness essentials. We want you and your pets to be completely satisfied with your purchase. To ensure transparency for our global customers across all Tier-1 countries, our return and refund procedures are fully aligned with Google Merchant Center and payment processor guidelines.

1. 30-Day Return Window
We offer a 30-day return policy, which means you have exactly 30 days after receiving your physical item to submit a formal request for a return.

To qualify for a valid return, your item must meet the following strict criteria:
• It must be in the same condition that you received it.
• It must be unworn, unused, unwashed, and completely free of pet hair or odors.
• It must have all original tags, labels, and protective stickers attached.
• It must be returned inside its original packaging.
• You must provide a valid receipt or proof of purchase (such as your Shopify order number).

2. How to Initiate a Return
To start a formal return process, you must contact our dedicated support team directly through our official Contact Support Desk.

Important Notice: Items sent back to any address without first requesting an official return and receiving confirmation from our team will not be accepted, and no refund will be issued.

Once your return is accepted, our support team will provide you with a specific return shipping address corresponding to our logistical partner, along with detailed instructions on how and where to send your package.

3. Return Shipping Costs & Fees
• Customer Preference (Change of Mind): If you wish to return an item because you changed your mind, selected the wrong size/color, or your pet dislikes the product, the customer is fully responsible for paying all return shipping fees. Shipping fees are completely non-refundable. We highly recommend using a trackable shipping service, as PetsVura cannot guarantee that we will receive your returned item.
• No Restocking Fees: We believe in honest pricing. PetsVura does not charge any hidden restocking fees for processed returns.

4. Damages, Defective Items, and Incorrect Orders
Please inspect your shipment immediately upon reception. If the item is defective, physically damaged, or if you receive the wrong item, contact us within 48 hours via our Support Helpdesk so that we can evaluate the issue and make it right.

To accelerate your claim, please include your order number and high-quality photos or a short video clearly showing the defect or damage. For verified damaged, defective, or incorrect items, PetsVura will provide a prepaid return shipping label or issue a 100% free replacement at no additional cost to you.

5. Non-Returnable Items & Exceptions
To maintain strict hygiene and safety standards for all pets, certain types of items cannot be returned:
• Customized products, personalized engraved collars, or special-order pet items.
• Gift cards cannot be returned, exchanged, or redeemed for cash.

6. European Union & United Kingdom 14-Day Cooling-Off Period
Notwithstanding the terms mentioned above, if the merchandise is being shipped directly into the European Union (EU) or the United Kingdom (UK), you possess the legal right to cancel or return your order within 14 days for any reason and without justification. As stated above, the item must be in its original condition, unworn, unused, with tags attached, and inside its original packaging. You will still need to provide your official proof of purchase and submit a ticket through our Contact Page to receive the correct return address.

7. Exchanges
The fastest and most efficient way to ensure you get the exact pet gear you want is to return the item you currently have. Once your return is officially accepted by our warehouse team, you can make a completely separate purchase for the new item or size on our website.

8. Refund Processing Timeline
We will notify you immediately via email once we have received, unpacked, and inspected your returned package at our designated facility. We will inform you whether your refund has been approved or rejected based on the item's condition.

• Approved Refunds: If approved, you will be automatically refunded on your original payment method within 5 to 7 business days.
• Banking Delays: Please keep in mind that it can take additional time for your bank, Shopify Payments, or credit card company to process and post the funds to your account statement.
• Follow-Up: If more than 10 business days have passed since we approved your return and you still have not received your funds, please contact us immediately through our official Support Gate.

9. Legal & Corporate Information
PetsVura is a premium brand owned and legally operated by:
• Company Name: DIVIS PRO LLC
• Registered Address: 2125 Biscayne Blvd, Ste 204 #23913, Miami, FL, 33137, United States
• Official Customer Gate: Available 24/7 via our secure Contact Us Page