Return and refund policy

Business Information

Returning a Purchase

Choosing an accessory for your pet sometimes requires a closer look at home. This policy explains when you can request a return, how to send an item back and what happens after it reaches us.

The conditions below describe our voluntary return policy. They do not limit any mandatory consumer rights that apply to your purchase.

1. Our 30-Day Return Window

You may request a return within 30 days of receiving your item.

For a return under this policy, the product must:

Remain unused and in the condition in which it arrived.
Include its original tags, where supplied.
Be returned in its original packaging.
Be accompanied by a receipt or other proof of purchase.

Please check the product before allowing your pet to use it. An item used by your pet does not meet the unused condition required for a change-of-mind return under this policy.

2. Requesting a Return

Email service@tevqari.com with your order number, the item you wish to return and a brief explanation of your request.

After approval, we will provide a return shipping label and instructions identifying where and how to send the parcel.

Please obtain approval before dispatching a return. Unauthorised parcels are not accepted under our voluntary return policy. This procedure does not restrict a valid statutory withdrawal or other mandatory consumer right.

3. Damaged, Defective or Incorrect Items

Check your order when it arrives. If an item is damaged, defective or different from what you ordered, contact us promptly at service@tevqari.com .

Include your order number, a description of the issue and clear photographs where helpful. We will review the information and explain the next steps.

For visible damage on arrival, please send photographs within 72 hours of delivery, as outlined in our Shipping Policy. This reporting period does not remove your statutory rights concerning defective or non-conforming goods.

4. Exclusions from Voluntary Returns

The following categories are excluded from our voluntary change-of-mind return policy, where applicable:

Perishable goods, including food and live plants.
Custom-made or personalised products.
Personal care and hygiene products.
Hazardous materials, flammable liquids and gases.
Sale items.
Gift cards.

Original delivery charges are not refundable under the voluntary return policy, except where applicable law requires otherwise.

These exclusions do not remove rights relating to damaged, defective or incorrectly supplied goods. Statutory withdrawal rights are subject to the exceptions permitted by applicable law.

If you are uncertain whether your purchase qualifies, email us before sending it back.

5. Choosing a Different Item

To replace a purchase with another product, request a return for the original item first.

Once that return has been accepted, place a separate order for the item you prefer. The new purchase will be handled as a new order.

6. European Union Withdrawal Rights

Where EU consumer withdrawal rules apply, you may withdraw from an eligible online purchase within 14 days of receiving the goods, without giving a reason.

Notify us at service@tevqari.com within that period. You must then send the goods back within 14 days of notifying us, unless we arrange collection.

You may inspect the goods as necessary to establish their nature, characteristics and functioning. Handling beyond what is necessary for that inspection may result in a deduction for any reduction in value. Original packaging is helpful for safe transport but is not an absolute condition for exercising this statutory right.

Legal exceptions may apply, including to personalised goods, rapidly perishable goods and sealed goods unsuitable for return for health or hygiene reasons once unsealed.

For a valid statutory withdrawal, reimbursement includes the standard outbound delivery charge. Additional costs for a more expensive delivery option are not included. Reimbursement is due within 14 days of receiving your withdrawal notice, although it may be withheld until we receive the returned goods or evidence that they have been sent back, whichever occurs first.

Our voluntary return restrictions do not override these rights.

7. Refund Review and Payment

For returns under our voluntary policy, we will inspect the item after it arrives and notify you whether the refund has been approved.

Approved refunds are issued to the original payment method within 10 business days. Your bank or payment provider may need additional time before the credit appears in your account.

If you have not received the refund more than 15 business days after approval, contact service@tevqari.com with your order number.

Where a statutory refund deadline applies, that deadline takes precedence.

8. Where to Send Your Return

The correct return destination will be included in your approved return instructions.

The business address listed above identifies our company. Please do not use it as a return destination unless our customer support team specifically instructs you to do so.

Use the provided shipping label and follow the packing instructions to help us identify and process your return.