At Mavenora LLC, customer satisfaction is important to us. We want customers to feel confident when purchasing pet supplies through gomavenora.com.
This policy explains our return, refund, and replacement procedures.
1. Return Eligibility
Customers may request a return within 30 days of receiving their order.
To qualify for a return, products must:
- Be unused and in their original condition.
- Be returned with original packaging and included accessories, where applicable.
- Not show signs of damage caused by improper use or handling.
- Be accompanied by valid order information or proof of purchase.
Products that have been used, damaged, or altered in a way that affects their resale condition may not qualify for a return, except where required by applicable law.
2. Non-Returnable Items
For hygiene, safety, and product protection reasons, certain items may not be eligible for return, including:
- Used pet products that cannot be safely resold.
- Products damaged due to misuse or improper handling.
- Items missing essential components or original accessories.
- Products that have been materially altered after delivery.
Defective, incorrect, or damaged products will be reviewed separately and handled in accordance with applicable consumer protection laws.
3. Returns for Non-Quality Reasons
If a customer requests a return for reasons unrelated to product quality, such as changing their mind or ordering the wrong item, the customer is responsible for the return shipping costs.
The product must meet the return eligibility requirements outlined above.
4. Returns for Quality Issues
If a product arrives defective, damaged, incorrect, or materially different from its description, customers should contact us within a reasonable period after receiving the order.
We will review the issue and determine an appropriate resolution, which may include:
- A replacement product.
- A refund.
- Another reasonable solution depending on the circumstances.
For confirmed product quality issues, Mavenora LLC will cover reasonable return shipping costs when a return is required.
Customers may be asked to provide photographs or other information to help us assess the reported issue.
5. Return Authorization and Instructions
Before sending any product back, customers must obtain return instructions from our customer service team.
Unauthorized returns may experience processing delays or may not be accepted.
Returned products should be securely packaged to prevent additional damage during transportation.
6. Refund Processing
Once a returned product has been received and inspected, we will notify the customer of the return approval or rejection.
Approved refunds will be issued to the original payment method used for the purchase.
Refunds are generally processed within 3–5 business days after the returned product has been received and the refund has been approved.
Please note that the time required for the refund to appear in your account may vary depending on your bank or payment provider.
7. Exchanges and Replacements
If a product is defective, damaged, or incorrect, we may offer a replacement when appropriate.
Replacement arrangements are subject to product availability and the circumstances of the original order.
8. Order Cancellations
Customers who wish to cancel an order should submit their request as soon as possible.
Orders that have already entered processing or been shipped may no longer be eligible for cancellation.
If an order cannot be canceled before shipment, the customer may request a return in accordance with this policy.
9. Damaged or Incorrect Deliveries
If your order arrives damaged or contains an incorrect product, please retain the original packaging and relevant product information.
We may request photographs to help investigate the issue and determine an appropriate resolution.
10. Policy Compliance
This policy does not limit any consumer rights that cannot legally be excluded under applicable law.
Mavenora LLC reserves the right to update this Refund & Return Policy when necessary. Any revisions will be published on this page.