Refund policy

RETURN AND REFUND POLICY

This Return and Refund Policy applies to physical products purchased directly from ovapet.shop and delivered within the United States or Canada.

Digital products and subscription services, including the OvaPet Care Club — Monthly Pet Care Journal, are governed by our Purchase Options Cancellation Policy and are not eligible for physical returns.

30-DAY RETURN POLICY

You may request a return within 30 days after your order is marked as delivered by the shipping carrier.

To be eligible for a return, the item must:

• Be unused, unworn, and in the same condition in which it was received;
• Include all original components, accessories, manuals, and tags;
• Be returned in its original packaging; and
• Be accompanied by the order number, receipt, or other proof of purchase.

Items that show signs of use, damage caused after delivery, pet-related wear, missing parts, or improper handling may not be eligible for a refund.

HOW TO REQUEST A RETURN

Before returning any item, contact us at:

support@ovapet.shop

Please include:

• Your full name;
• Your order number;
• The email address used to place the order;
• The item you wish to return;
• The reason for the return; and
• Photographs or videos if the item is damaged, defective, or incorrect.

If your return is approved, we will provide the appropriate return address and return instructions.

Do not return an item to the address shown on the original package unless we specifically instruct you to do so. Items returned without prior authorization may not be accepted or refunded.

RETURN SHIPPING

For returns caused by a change of mind, accidental purchase, incorrect size or color selected by the customer, or another reason not caused by OvaPet, the customer is responsible for return shipping costs.

If we provide a prepaid return shipping label for a change-of-mind return, the cost of the label may be deducted from the final refund amount. We will disclose the amount before the return is completed.

OvaPet will cover the return shipping cost when the customer receives:

• A damaged item;
• A defective item;
• An incorrect item; or
• An item materially different from what was ordered.

Depending on the circumstances, we may offer a replacement or refund without requiring the damaged or defective item to be returned.

Original shipping charges are non-refundable unless the order was damaged, defective, incorrect, not delivered, or otherwise required by applicable law.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please inspect your order as soon as it is delivered.

If your item arrives damaged, defective, incomplete, or different from what you ordered, contact us as soon as possible at support@ovapet.shop.

Include your order number and clear photographs or videos showing:

• The item;
• The damage or defect;
• The shipping packaging; and
• The shipping label, when available.

We will review the issue and may provide a replacement, refund, store credit, or another appropriate solution.

Damage caused by misuse, accidents, improper cleaning, unauthorized modification, normal wear and tear, or failure to follow product instructions is not considered a manufacturing defect.

NON-RETURNABLE ITEMS

The following items cannot normally be returned:

• Gift cards;
• Personalized, customized, or made-to-order products;
• Digital products, downloadable materials, and delivered digital content;
• Subscription payments, except as described in our Purchase Options Cancellation Policy;
• Items clearly marked “Final Sale” before purchase;
• Used or opened products that cannot be resold for health, hygiene, or safety reasons; and
• Items damaged after delivery due to misuse, neglect, improper storage, or unauthorized modification.

An item is not automatically considered final sale merely because it was purchased at a discounted or promotional price. It must be clearly marked “Final Sale” before the customer completes the purchase.

These exclusions do not apply when an item arrives damaged, defective, incorrect, or when a refund or other remedy is required by applicable law.

EXCHANGES

We do not guarantee direct exchanges.

The fastest way to receive a different product, size, or color is to request a return for the original item and place a separate order after the return is approved.

If the wrong item was sent by OvaPet, contact us at support@ovapet.shop so that we can arrange an appropriate replacement or refund.

REFUNDS

After we receive and inspect the returned item, we will notify you whether the refund has been approved.

If approved, the refund will be issued to the original payment method within 10 business days after approval.

Depending on your bank, credit card issuer, or payment provider, additional processing time may be required before the refund appears in your account.

For customer-responsibility returns, the following amounts may be deducted from the refund:

• Prepaid return shipping label costs, if applicable;
• Missing components or accessories;
• Damage or reduction in value caused after delivery; or
• Other deductions disclosed and accepted before the return is completed.

We do not charge a restocking fee for items returned unused, complete, and in their original condition.

If more than 15 business days have passed since your refund was approved and you have not received it, contact us at:

support@ovapet.shop

ORDER CANCELLATIONS

To request an order cancellation, contact support@ovapet.shop as soon as possible.

We cannot guarantee that an order can be canceled after it has entered processing, fulfillment, or shipping.

If an order has already shipped, the customer must follow the standard return process after receiving it.

LOST OR UNDELIVERED ORDERS

If tracking information shows that an order has not been delivered or appears to be lost in transit, contact us at support@ovapet.shop.

We will review the shipment with the carrier and determine whether a replacement or refund is appropriate.

If tracking shows the order as delivered but you cannot locate it, please check the delivery location, household members, nearby areas, building management, and the shipping carrier before contacting us.

DIGITAL SUBSCRIPTIONS

The OvaPet Care Club — Monthly Pet Care Journal is a digital subscription and cannot be physically returned.

Subscription cancellations, recurring payments, trial charges, access after cancellation, and subscription refund eligibility are governed by our Purchase Options Cancellation Policy.

Canceling a subscription does not automatically refund a payment that has already been processed.

CONSUMER RIGHTS

Nothing in this policy limits any consumer protection rights or remedies that cannot be excluded under applicable federal, state, provincial, or territorial law in the United States or Canada.

Where applicable law provides greater rights than this policy, the applicable law will control.

For return, refund, exchange, delivery, or product-related questions, contact:

OvaPet
Email: support@ovapet.shop
Website: ovapet.shop