Return and Refund Policy

Putian City Chengxiang District Sagittarius Trading Co., Ltd.
Email: service@qivorla.com

At Qivorla™, your satisfaction is important to us. We want every purchase to bring comfort and value to both you and your pets. This policy explains our process for returns, replacements, and refunds to help make your shopping experience simple and transparent.

1. Return Requirements

We accept return requests within 30 days after your order has been delivered.

To qualify for a return, items must meet the following conditions:

  • The product must be in its original condition
  • The item must be unused and free from signs of wear
  • Original packaging and included accessories should be returned
  • Proof of purchase must be provided

Items that have been used, modified, damaged, or returned without approval may not be accepted.

2. How to Request a Return

To begin a return request, please contact our customer support team:

Email:
service@qivorla.com

After your request is reviewed and approved:

  • We will provide return instructions
  • Additional return details will be shared based on your order situation
  • You will receive guidance on where and how to send your package

Please do not send items back before receiving return approval. Unauthorized returns may not be processed.

If you have questions about your return, our support team is always available to assist.

3. Damaged, Defective, or Incorrect Items

Please check your order carefully after delivery.

If your item arrives damaged, has a manufacturing issue, or you receive the wrong product, please contact us as soon as possible.

To help us resolve the issue quickly, please provide:

  • Your order information
  • Photos or details showing the problem
  • Any relevant information about the package condition

Our team will review your request and work toward the best possible solution.

4. Items Not Eligible for Return

Certain products cannot be returned, including:

  • Used pet products that cannot be resold due to hygiene reasons
  • Customized or specially made items
  • Products damaged due to improper use
  • Clearance or final sale items
  • Gift cards
  • Original shipping charges

If you are unsure whether your product qualifies for a return, please contact us before submitting your request.

5. Exchanges

If you need a different item, size, or replacement product, the recommended process is:

  1. Request a return for the original item
  2. Wait for return approval and inspection
  3. Place a new order for the replacement product

This helps ensure faster processing and accurate order fulfillment.

6. European Union Cancellation Rights

For customers located in the European Union, eligible orders may qualify for a 14-day cancellation period after receiving the product.

To exercise this right:

  • The item must remain unused
  • The product must be returned with original packaging
  • Proof of purchase is required

This policy applies according to applicable consumer protection regulations.

7. Refund Process

Once your returned item is received and inspected, we will send you an update regarding your refund status.

If approved:

  • Refunds will be issued to the original payment method
  • Processing may take up to 10 business days
  • Additional processing time may be required by your bank or payment provider

If you have not received your refund after the expected processing period, please contact us at:

Email:
service@qivorla.com

8. Return Shipping Information

Please contact Qivorla™ before sending any return package.

Return instructions and the appropriate return location will be provided after your request has been approved.

Thank you for choosing Qivorla™.
We are committed to providing thoughtful products and dependable support for you and your pets.