Refund policy
Returns
You have 14 days from the date of delivery to return eligible items.
Conditions for returns:
- Items must be unused, unopened and in their original packaging.
- Products must be in a resaleable condition.
- You are responsible for return postage costs unless the item is faulty or incorrect.
- For hygiene and safety reasons, the following items cannot be returned unless faulty:
- Opened food or treats
- Grooming tools or pet healthcare items
- Personalised or custom products
To start a return, please email cs@inovael.com with:
- Your order number
- The product(s) you would like to return
- The reason for the return
We will reply with return instructions and the return address.
Refunds
Once your return has been received and inspected:
- We will refund you to your original payment method within 5–10 working days.
- You will receive a confirmation email once the refund has been issued.
- Original delivery charges are refunded only if the return is due to our error (for example, a wrong or faulty item).
Faulty, damaged or incorrect items
If your order arrives damaged, faulty or incorrect:
- Contact us within 14 days of delivery.
- Include clear photos of the product and packaging.
- We will arrange a replacement or full refund at no cost to you, including postage.
Exchanges
We do not currently offer direct exchanges. If you would like a different item or size, please:
- Return the original item for a refund.
- Place a new order for the item you would like.