REFUND & RETURN POLICY

We want you and your furry companions to love your purchases from Velorlane. If you are not completely satisfied, we offer a straightforward 30-day return policy.

30-Day Return Guarantee

You have 30 days from the date of receiving your item to request a return.

To be eligible for a return:

  1. The item must be in its original condition: unused, unwashed, and completely free of pet hair, dirt, or odor.

  2. It must be in the original packaging, including all tags, manuals, and accessories.

  3. You must provide a receipt or proof of purchase.

CRITICAL PET HYGIENE NOTE: For health and safety reasons, any pet travel trailers or carriers that show signs of animal usage (hair, scratches, bite marks, outdoor dirt) cannot be accepted for return or refund.

Non-Returnable Items

  • Items damaged through normal wear and tear, misuse, or pet damage (chewing, scratching).

  • Gift cards.

  • Final sale or clearance items.

Return Process

  1. Contact our support team at [support@velorlane.com] with your Order Number and reason for return. Please attach clear photos or videos showing the condition of the product.

  2. Once approved, our team will provide you with the return authorization and the correct return warehouse address. Do not send your return back to the manufacturer address on the box without contacting us first.

  3. Customer is responsible for paying all return shipping costs unless the return is due to our error (e.g., defective or incorrect item sent). We highly recommend using a trackable shipping service.

Damaged, Defective, or Incorrect Items

Please inspect your order upon arrival. If the item is defective, damaged, or if you received the wrong product, contact us within 48 hours of delivery at [support@velorlane.com] with clear photos/videos. We will immediately ship a free replacement or issue a full refund.

Refunds Process

Once your return is received and inspected by our warehouse:

  • We will notify you via email regarding the approval or rejection of your refund.

  • If approved, your refund will be processed to your original method of payment within 5 – 10 business days.

  • Original shipping fees (if any) are non-refundable.