Return Policy
Last Updated: July 25, 2025
Thank you for choosing to shop with us. We value every customer and want to ensure that any order-related concerns are handled as efficiently and fairly as possible.
If you experience an issue with your purchase, please contact our customer support team at support@elvarunepets.com before taking any other action. To help us locate your order quickly, include your order number (for example, 015SHOP-1218) and the email address associated with your purchase.
Please read the policy below for full details regarding returns, damaged items, replacements, and refunds.
Final Sale Policy
All purchases are considered final sale. We generally do not accept returns or offer exchanges.
Exceptions may only be considered when:
- The item received has a confirmed defect or quality-related problem; or
- You received a product different from the one you ordered.
Any eligible issue must first be reviewed and approved by our support team.
Damaged, Defective, or Incorrect Items
We take product quality seriously and are committed to addressing legitimate order issues.
Please examine your package and products as soon as they are delivered. If an item arrives damaged, defective, or incorrect, you must notify us within 7 days from the date of delivery.
To submit a claim, email support@elvarunepets.com and provide:
- Your order number, such as 015SHOP-1218;
- The email address used when placing the order;
- A clear explanation of the problem; and
- Clear photos or video showing the damage, defect, or incorrect product.
Once we receive the required information, our team will review the circumstances of your claim.
Each case is evaluated individually. Depending on the nature of the issue, an approved resolution may consist of a replacement, partial refund, or full refund.
Refund Processing
When a partial or full refund has been approved, the refund will be issued to the same payment method originally used for the order.
Refunds generally appear in the customer's account within 7–12 business days after processing.
Please be aware that the exact time required for the funds to appear may vary depending on your bank, payment provider, or credit card issuer.
Replacements and Exchanges
We do not provide standard product exchanges.
A replacement may only be offered when an item was damaged or defective upon arrival and the related claim has been reviewed and approved by our support team.
Returns Sent Without Approval
Please do not ship products back to us unless our support team has specifically instructed you to do so.
Before any return can be considered, you must first contact us and complete the claim review process.
Packages returned without prior notice or without an approved claim will not be accepted. Unfortunately, we are unable to issue refunds, replacements, or other resolutions for unauthorized returns.
Contact Our Support Team
If you have questions about your order or believe there is a problem with an item you received, please contact us directly at support@elvarunepets.com.
For faster assistance, include your order number (for example, 015SHOP-1218) together with the email address used for the order.
Our team will review your concern carefully and make every reasonable effort to provide an appropriate solution in accordance with this policy.