Refund policy

We have a standard 30-day return policy. However, the Relvya PawGuard™ Dog Car Hammock and Relvya ChillNest™ Cooling Pad are covered by our extended 90-Day Return Guarantee. This means you have 90 days after receiving either of these products to request a return. All other eligible products can be returned within 30 days after receiving your item.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Please contact us at relvyastore@gmail.com before returning any item. Once your return is approved, we will provide you with the appropriate return address and instructions.

If your return is accepted, we’ll provide instructions on how and where to send your package. Where applicable, we may also provide a return shipping label. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at relvyastore@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Gift cards are non-returnable. Discounted or sale-priced items remain eligible for returns under the applicable return period stated above.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Lost or Undelivered Orders

If your order has not arrived within the estimated delivery window shown at checkout or in your shipping confirmation, please contact us at relvyastore@gmail.com.

Lost or undelivered orders are handled separately from our standard return policy. We may ask you to confirm your shipping details and allow us time to investigate the shipment with the carrier or fulfillment partner.

If an order is confirmed as lost, undeliverable, or cannot be fulfilled, we will offer an appropriate resolution, which may include a replacement or refund to the original payment method.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at relvyastore@gmail.com.