Return Window

Eligible pet beds may be returned within 30 calendar days after confirmed delivery, subject to this policy and applicable law.

Contact us before the 30-day period ends to request authorization and instructions. Any rights that cannot lawfully be limited remain unaffected.

How to Start a Return

Before sending an item back, email service@ovarau.com.

• Your order number and email address used during checkout.
• The product and quantity you want to return.
• A brief explanation of your request.
• Clear photos or video showing any defect, damage, or discrepancy, where applicable.
• Photos of the item packaging and the shipping label if the request involves delivery damage or an incorrect item.

Customer support will review your request and provide the appropriate return instructions if a return is approved.

Eligibility for Preference-Based Returns

Unless an item is defective, incorrect, misdescribed, or otherwise protected by law, a pet bed returned because of a change of mind or personal preference should normally be:

• Unused and in its original condition.
• Clean, without pet hair buildup, stains, odors, or signs of use.
• Complete, with any included parts or accessories.
• Returned in original or suitable protective packaging.
• Accompanied by reasonable proof of purchase.

Reasonable inspection is required to verify return condition. This section does not limit remedies for goods that are damaged, defective, incorrect, or not as described.

Pet Bed Hygiene & Care

For preference-based returns, pet beds that have been slept on, chewed, washed contrary to instructions, heavily soiled, or damaged after delivery may not qualify because of their condition.

If you discover a suspected manufacturing defect, please contact us even if the item has been used. Eligibility will be reviewed according to the issue and applicable consumer law.

Return Authorization & Address

Do not send products to our registered company address unless our customer-support team specifically instructs you to do so.

After return approval, we will provide the correct return destination and the applicable shipping instructions. Unauthorized returns to a different address may be delayed or difficult to process.

Items That May Not Be Eligible

Subject to applicable law and disclosures made before purchase, certain items may be ineligible for preference-based returns. Examples may include personalized products, gift cards, or items clearly identified as final sale before checkout.

Discounted merchandise is not automatically final sale unless a relevant restriction was clearly disclosed. No policy here removes mandatory consumer rights.

Damaged, Defective, Incorrect, or Incomplete Orders

Inspect the item promptly after arrival. If a pet bed is damaged, defective, incomplete, incorrect, or materially different from its description, contact us as soon as possible—preferably within 7 calendar days—to help with a timely investigation.

Include your order number, clear photos or video, and packaging details when practical. This recommended reporting period does not shorten the 30-day return window or non-waivable legal rights.

After verification, we will provide an appropriate replacement, refund, reshipment, or other legally appropriate solution without imposing improper additional costs for a mistake attributable to us.

Return Shipping Costs

For preference-based returns, customers are generally responsible for return shipping unless otherwise stated in an offer or required by law.

For confirmed errors or defects attributable to us, we will provide a suitable remedy and, where required, cover reasonable return shipping expenses.

Inspection & Approval

Where a return shipment is required, we may inspect the returned pet bed to confirm eligibility and condition. We will notify you of the outcome and explain any issue relevant to the refund request.

If a refund cannot be issued under the disclosed rules, we will provide an explanation and any applicable options.

Refund Processing

After an approved return is received and inspected when required, eligible refunds are initiated to the original payment method within 5–10 business days of final approval.

Your bank, card issuer, or payment provider may take additional time to reflect the credit. Original shipping charges are handled as disclosed during purchase and as required by law. We do not charge a restocking fee for an approved return.

Exchanges & Replacements

If you need a different size or model, contact us. Availability and order status will determine whether an exchange can be arranged or a new order is needed.

For verified damaged, defective, or incorrect merchandise, replacement or another appropriate remedy will be considered under this policy and applicable law.

Cancellations Before Dispatch

Contact us promptly to request cancellation. We will make reasonable efforts to cancel an order before fulfillment begins; once it enters processing or ships, cancellation may not be possible.

No cancellation fee is charged for an order successfully canceled before fulfillment. After dispatch, use the applicable returns process.

How to Reach Customer Support

Email service@ovarau.com or call +86 198-0801-8318 during service hours (8:00 AM – 10:00 PM Daily).