Returns Made Simple for Pet-Loving Homes 🐾

At Tavunoo™, we want every pet essential you choose to feel practical, comfortable, and suitable for your everyday routine.

If an item is not quite right, our customer care team is here to guide you through the return or refund process clearly and fairly. Please review the conditions below before sending any product back.

30-Day Return Window

Eligible return requests may be submitted within 30 days of the delivery date.

To qualify for a return, the item must generally be:

✔ Unused and free from pet hair, odors, stains, or signs of wear
✔ In its original condition
✔ Returned with original packaging, labels, manuals, and accessories
✔ Accompanied by proof of purchase or order confirmation

Products that have been used by a pet, washed, altered, damaged after delivery, or returned with missing components may not be accepted.

How to Request a Return

Before sending an item back, please contact:

service@tavunoo.com

Include the following information:

• Your order number

• The email address used at checkout

• The item you wish to return

• A brief explanation of the reason

• Clear photographs when the product is damaged, defective, or incorrect

After reviewing your request, we will provide return instructions and the appropriate shipping details.

Returns sent without prior authorization may not be accepted or processed.

Damaged, Defective, or Incorrect Products

Please inspect your order shortly after delivery.

Contact us promptly if a product:

• Arrives damaged

• Has a manufacturing defect

• Is missing parts or accessories

• Is different from the item ordered

• Arrives in unusable condition

For faster assistance, please provide:

📷 Clear photographs of the product
📦 Images of the packaging
🏷️ A visible shipping label
🧾 Your order number
📝 A short description of the issue

After reviewing the information, we may offer a replacement, refund, replacement part, or another reasonable solution depending on the circumstances.

Products That May Not Be Returned

For hygiene, safety, and product-condition reasons, the following items may not be eligible for return:

• Used pet beds, blankets, mats, or fabric products

• Grooming tools that have been used on an animal

• Feeding bowls or water accessories that have been used

• Pet toys showing bite marks, scratches, or other wear

• Harnesses, collars, or carriers with pet hair, odors, or stains

• Washed, altered, or assembled products

• Personalized or custom-made items

• Gift cards

• Final-sale or clearance items when clearly identified

• Products returned without original components or packaging

This does not limit your rights when an item arrives damaged, defective, or incorrect.

Choosing the Correct Size

Please review the size chart, dimensions, weight guidance, and product details before ordering harnesses, beds, carriers, clothing, or other size-sensitive pet products.

Pet breeds and body shapes can vary. A product not fitting as expected is not automatically considered defective when the measurements match the product listing.

Unused size-related returns may still be accepted if they meet all return conditions.

Exchanges

We do not always process direct exchanges.

For a faster and clearer experience, we generally recommend:

1. Requesting a return for the eligible item

2. Placing a new order for the preferred size, color, or product

This helps avoid delays and allows you to order while the replacement item is still available.

Return Shipping Costs

Unless the item arrived damaged, defective, or incorrect, customers may be responsible for return shipping costs.

Original shipping charges are generally non-refundable unless required by law or the return is caused by an error on our part.

Do not send products to the address shown on the original parcel unless our customer care team confirms that address in writing.

Return locations may vary depending on the product and fulfillment center.

European Union Customers

Customers in the European Union may have the right to withdraw from an eligible purchase within 14 days of receiving the order, subject to applicable consumer laws.

To exercise this right, the customer must notify us within the required period.

Returned products should be:

• Unused

• In original condition

• Complete with packaging and accessories

• Accompanied by proof of purchase

Certain hygiene-sensitive, personalized, sealed, or used products may be excluded where permitted by law.

This section applies in addition to any rights that cannot legally be limited.

Return Inspection

Once a returned item is received, it will be inspected to confirm:

✔ The correct product was returned
✔ The item meets the return conditions
✔ Packaging and accessories are included
✔ The product does not show signs of use or pet contact
✔ The return was sent according to the provided instructions

We will email you when the return has been reviewed.

Refund Processing

When a refund is approved:

• It will normally be issued to the original payment method

• Store shipping fees may be deducted where applicable

• Processing by Tavunoo™ may take up to 10 business days

• Banks and payment providers may require additional time to display the credit

If more than 15 business days have passed since you received refund approval, contact:

service@tavunoo.com

Please note that we cannot control the processing time of banks, card issuers, or PayPal after a refund has been submitted.

Partial or Reduced Refunds

A partial refund may apply when permitted by law if:

• Packaging is missing or significantly damaged

• Accessories or components are incomplete

• The product shows handling beyond what is reasonably needed for inspection

• The returned item is not in its original condition

• Additional shipping or handling costs were caused by an incorrect return

We will explain any adjustment after inspecting the returned item.

Orders Not Received

If tracking shows that an order was delivered but you cannot locate it, please first:

• Check the delivery area

• Ask household members or neighbors

• Review any delivery photograph or carrier notice

• Contact the local delivery provider

If the carrier confirms that the parcel was lost, contact us so we can review the shipment and determine an appropriate resolution.

Return Instructions

Please do not return a product until you have received written instructions from Tavunoo™.

After approval, we will provide:

📦 The correct return destination
📝 Packaging instructions
🏷️ Any required return reference
🚚 Available shipping guidance

Customers should retain return tracking information until the request has been fully resolved.

Thank You for Choosing Tavunoo™ 🐶🐱

From feeding and grooming to play, travel, and rest, we want every Tavunoo™ product to fit comfortably into life with your pet.

Tavunoo™ — Thoughtful pet essentials, supported with care.