Return and Refund Policy

Return & Refund Policy

At Orvenso®, we want every customer to shop with complete confidence. If your purchase doesn't meet your expectations, we're here to help. This policy explains the conditions for returns, exchanges, and refunds.

1. Return Eligibility

We offer a 30-day return window, beginning on the date your order is delivered.

To qualify for a return, your item must:

  • Be unused and in its original condition

  • Include all original packaging, accessories, and tags (if applicable)

  • Show no signs of damage caused after delivery

  • Be accompanied by proof of purchase or your order confirmation

Items that do not meet these conditions may not be eligible for a refund.

2. Requesting a Return

Before sending any item back, please contact our customer support team.

Email: service@xyuanaus6.com

Once your request has been reviewed and approved, we'll provide:

  • Return authorization

  • Return shipping instructions

  • A return shipping label when applicable

Please Note:

Returns sent without prior authorization cannot be accepted or processed.

3. Damaged, Defective or Incorrect Items

Please inspect your order as soon as it arrives.

If you receive an item that is:

  • Damaged during shipping

  • Defective

  • Incorrect

  • Missing parts

please contact us immediately with clear photos of the product and packaging.

Our team will review your case and work with you to provide an appropriate replacement or resolution as quickly as possible.

4. Items That Cannot Be Returned

For health, safety, and product integrity reasons, certain items are not eligible for return.

These include:

  • Personalized or custom-made products

  • Pet care or hygiene products that have been opened or used

  • Perishable goods

  • Hazardous materials or flammable products

  • Gift cards

  • Clearance or final sale items

Original shipping charges are non-refundable unless the return is the result of our error.

If you're unsure whether your purchase qualifies for return, please contact us before sending it back.

5. Exchanges

If you'd like a different size, color, or product, the quickest solution is to:

  1. Request a return for the original item.

  2. Once the return has been approved, place a new order for the item you'd like instead.

This helps ensure faster processing and product availability.

6. European Union Customers

For orders delivered to countries within the European Union, customers are entitled to a 14-day cooling-off period under applicable consumer protection laws.

During this period, you may cancel or return your purchase without providing a reason.

Returned items must:

  • Be unused and in original condition

  • Include original packaging and accessories

  • Be accompanied by proof of purchase

This statutory right applies in addition to our standard 30-day return policy where applicable.

7. Refund Process

Once your returned package has been received and inspected, we'll notify you of the outcome.

If your refund is approved:

  • The refund will be issued using your original payment method.

  • Please allow up to 10 business days for processing after approval.

  • Your bank or payment provider may require additional time before the funds appear in your account.

If more than 15 business days have passed since your refund was approved, please contact us for assistance.

Email: service@xyuanaus6.com

8. Return Shipping Address

Please do not return any merchandise until you have received return authorization from our customer support team.

Authorized returns should be sent using the return instructions provided after your request has been approved.

Operated by: Treat Planet, LLC

Business Address

3159 Rider Trail S

Earth City, MO 63045

United States

Customer Support

Email: service@xyuanaus6.com

Phone: +1 (866) 439-3882

Need Assistance?

If you have any questions regarding returns, refunds, exchanges, or your order, our support team is always happy to assist.

Thank you for choosing Orvenso®. We truly appreciate your trust and remain committed to providing quality products and dependable customer service for you and your beloved pets.