Refund policy
Return & Refund Policy
You have 14 days from the date of delivery to return eligible items.
Conditions for Returns:
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Items must be unused, unopened, and in their original packaging.
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Products must be in resalable condition.
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You are responsible for return postage costs unless the item is faulty or incorrect.
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For hygiene and safety reasons, the following items cannot be returned unless faulty:
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Opened food or treats
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Grooming tools or pet healthcare items
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Personalised or custom products
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To start a return, please contact us at cs@inovael.com with:
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Order number
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Product(s) to return
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Reason for return
We’ll respond with return instructions and address.
💳 Refunds
Once your return is received and inspected:
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We will process your refund to the original payment method within 5–10 working days.
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You will receive a confirmation email once the refund is issued.
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Original delivery charges are refunded only if the return is due to our error (e.g., wrong or faulty item).
⚠️ Faulty, Damaged, or Incorrect Items
If your order arrives damaged, faulty, or incorrect:
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Contact us within 14 days of delivery.
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Include clear photos of the product and packaging.
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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:
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Return the original item for a refund.
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Place a new order for the replacement item.
