Return & Refund Policy
At Calivorau, we want every pet owner to feel confident when choosing products for their furry companions.
If your purchase does not meet your expectations, our Return & Refund Policy explains the requirements, procedures, and conditions for returns, exchanges, and refunds.
We are committed to providing a simple and transparent after-sales experience for every customer.
1. Return Eligibility
We accept return requests within 30 days from the date your order is delivered.
To be eligible for a return, your item must meet the following conditions:
- The product must be in its original condition
- The item must be unused and free from damage
- Original packaging, accessories, and included materials must be included
- Proof of purchase or order details must be provided
Products that show signs of use, damage, or modification may not qualify for a return.
2. How to Request a Return
To begin the return process, please contact our customer support team:
Email: service@calivorau.com
Please include the following information:
- Order number
- Product name
- Reason for the return
- Photos or supporting details if applicable
After reviewing your request, our team will provide return instructions if your return is approved.
Important:
Please do not send items back before receiving return authorization from Calivorau. Returns sent without prior approval may not be accepted.
3. Damaged, Defective, or Incorrect Items
Please inspect your order after delivery.
If your item arrives:
- Damaged during shipping
- Defective
- Incorrect or different from the product ordered
Please contact us as soon as possible.
To help us resolve the issue efficiently, please provide:
- Order information
- Photos of the item and packaging
- A description of the problem
Our team will review your request and work toward an appropriate solution.
4. Non-Returnable Items
Certain products may not be eligible for return, including:
- Products that have been used or altered
- Items damaged due to improper handling
- Personalized or customized products
- Clearance or final sale items
- Gift cards
Original shipping fees may not be refundable unless the issue was caused by an error from Calivorau.
If you are unsure whether your purchase qualifies for a return, please contact us before submitting your request.
5. Exchanges
If you would like to exchange a product, please contact our support team first.
The exchange process generally includes:
- Returning the original item after approval
- Inspection of the returned product
- Arranging a replacement order if available
Exchange requests depend on product availability and return eligibility.
6. European Union – 14-Day Right of Withdrawal
For customers located in the European Union, you may have the right to cancel or return your order within 14 days after receiving your purchase, according to applicable consumer protection laws.
To qualify:
- The product must remain unused
- The item must be returned in its original packaging
- Proof of purchase must be provided
This right applies separately from our standard return policy.
7. Refunds
Once your returned item has been received and inspected, we will notify you of the refund decision.
If your refund is approved:
- The payment will be returned to your original payment method
- Please allow up to 10 business days for processing
- Your bank or payment provider may require additional time to complete the transaction
If you have not received your refund after the expected processing period, please contact our support team.
8. Return Instructions
Before sending any item back, please contact Calivorau to receive return approval and instructions.
Returns should only be shipped using the return information provided by our customer service team.
Sending products to an unauthorized address may delay processing or result in the return being declined.
Contact Us
If you have questions about returns, refunds, or your order, please contact us:
P L Pet & Pet Supplies
1710 Berryessa Rd Ste 106
San Jose, California, 95133
United States
Phone: (408) 254-0498
Email: service@calivorau.com
Thank you for choosing Calivorau.
We appreciate your trust and are committed to supporting pet owners with reliable products and helpful customer service throughout your shopping experience.