Refund & Cancellation Policy

1. Return Eligibility

We want you and your pets to be completely satisfied with your purchase. If you are not happy with your order, you may return most items within 30 days of delivery for a full refund or exchange, subject to the following conditions:

• Items must be unused and in their original packaging
• Items must be in resalable condition
• Original receipt or proof of purchase is required
• Return shipping costs are the responsibility of the customer unless the return is due to our error

2. Non-Returnable Items

For health and safety reasons, the following items cannot be returned:

• Opened food and treats
• Opened supplements or medications
• Personalized or custom-made items
• Items marked as final sale or clearance
• Gift cards
• Items that have been used, washed, or show signs of wear

3. How to Initiate a Return

To initiate a return, please follow these steps:

1. Contact our customer service team at support@renovela.com or call +1 (725) 331-5327
2. Provide your order number and reason for return
3. Our team will provide you with a Return Merchandise Authorization (RMA) number
4. Pack the item(s) securely in the original packaging if possible
5. Include the RMA number on the outside of the package
6. Ship the package to the address provided by our customer service team

4. Refund Processing

Once we receive your return, we will inspect the item(s) and process your refund within 5-7 business days. Refunds will be issued to the original payment method used for the purchase.

• Credit/Debit Card: 5-10 business days to appear on your statement
• PayPal: 3-5 business days
• Store Credit: Immediately available

Please note that shipping costs are non-refundable unless the return is due to our error (e.g., wrong item shipped, defective product).

5. Exchanges

If you would like to exchange an item for a different size, color, or product, please follow the return process above and indicate that you would like an exchange. If the new item has a higher price, you will be charged the difference. If it has a lower price, you will be refunded the difference.

6. Damaged or Defective Items

If you receive a damaged or defective item, please contact us within 48 hours of delivery. We will provide a prepaid return label and either replace the item or issue a full refund, including shipping costs. Please include photos of the damage when contacting us.

7. Order Cancellation

You may cancel your order at any time before it has been shipped. To cancel an order:

• Contact us immediately at support@renovela.com or call +1 (725) 331-5327
• Provide your order number and request cancellation
• If the order has not yet shipped, we will cancel it and issue a full refund
• If the order has already shipped, you will need to follow our return process once you receive the package

We strive to process orders quickly, so please contact us as soon as possible if you wish to cancel.

8. Late or Missing Refunds

If you haven't received your refund within the expected timeframe:

• Check your bank account or credit card statement again
• Contact your credit card company or bank, as processing times may vary
• If you've done all of this and still have not received your refund, contact us at support@renovela.com

9. Contact Information

If you have any questions about our refund and cancellation policy, please contact us:

• Email: support@renovela.com
• Phone: +1 (725) 331-5327
• Address: 212 N. 2nd St. STE 100, Richmond, KY 40475, USA