Return and refund policy

Return & Refund Policy

Our Commitment to Your Companion's Comfort

At Vellumpaw™, we design our architectural comforts and ergonomic pet essentials with utmost care. We want you and your companion to feel completely confident in your purchase. If a piece does not perfectly align with your living space or your pet’s needs, our straightforward Return & Refund Policy outlines how we manage returns, replacements, and reimbursements.

1. 30-Day Satisfaction Window & Eligibility

We provide a 30-calendar-day return window, beginning on the verified day your package is delivered to your address.

To qualify for an authorized return, the merchandise must meet our strict hygiene and quality assurance standards:

  • Pristine Condition: The item must be completely unused, unwashed, free of any pet hair, dander, or odors, and in the exact same condition as when you received it.

  • Original Packaging: All protective dust bags, internal molding, tags, and original branded packaging must be intact and included (especially critical for our orthopedic loungers and ceramic dining sets).

  • Proof of Purchase: A valid order number, official confirmation email, or digital receipt is required to process the request.

2. How to Request an RMA (Return Merchandise Authorization)

We do not accept blind or unannounced shipments. To initiate a return workflow, please follow these steps:

  1. Contact Client Services: Send an email to service@qscdcdxcx.asia featuring your Order Number and the reason for the return.

  2. Receive Your RMA Label: Once our support team evaluates and approves your request, we will email you an official Return Merchandise Authorization (RMA) number along with a prepaid return shipping label and step-by-step drop-off instructions.

  3. Dispatch: Securely pack the item and hand it over to the designated postal carrier within 7 business days of receiving your label.

Important Notice: Any parcels delivered to our warehouse without a pre-approved RMA number and our official digital shipping label will be automatically refused and returned to the sender.

3. Transit Damage & Defect Protocol

Given the fragile nature of our heavy ceramic fountains and architectural dining consoles, please inspect your entire parcel immediately upon arrival.

If an item arrives shattered, structurally defective, or if you received an incorrect product, please email us with high-resolution photos of the product and packaging within 72 hours of delivery. Our quality assurance team will evaluate the issue immediately and dispatch an expedited, complimentary replacement at no extra cost to you.

4. Ineligible Merchandise & Exceptions

To maintain strict veterinary safety and hygiene standards for all pets, certain categories cannot be returned once dispatched:

  • Grooming & Hygiene Products: Opened, tested, or unsealed items (such as our Botanical Breeze Waterless Grooming Mousse) cannot be returned due to health and safety regulations.

  • Custom & Personalized Goods: Items bespoke-tailored or custom-engraved for your companion.

  • Clearance & Gift Cards: Final-sale items, promotional clearance merchandise, and digital gift cards are non-refundable.

  • Shipping Surcharges: The original $5.99 flat shipping fee paid at checkout covers the initial carrier transit and is non-refundable unless the return is due to a manufacturer defect.

If you are uncertain whether a specific item qualifies for a return, please reach out to our team before initiating a request.

5. Express Exchange Process

Because our inventory moves quickly, we do not perform direct item-for-item exchanges.

The fastest and most reliable way to secure a different color, size, or style is to initiate a standard return for your original item. Once your return is authorized and en route, simply place a new, independent order on our storefront for the desired piece.

6. European Union 14-Day Right of Withdrawal

In compliance with international consumer protection regulations, customers residing within the European Union (EU) are legally entitled to a 14-day cooling-off period. You have the right to cancel or return your order within 14 days of receiving the parcel, for any reason and without providing justification.

EU Withdrawal Conditions:

  • The merchandise must adhere to our standard eligibility rules (unused, free of pet hair, with original tags and complete packaging intact).

  • Proof of purchase must be provided upon submitting your written cancellation request to our email.

7. Inspection & Refund Timelines

Once your returned parcel arrives at our Phoenix warehouse, our quality assurance team will inspect the contents within 3 to 5 business days. We will send you an automated email notification regarding the approval or rejection of your refund.

  • Credit Processing: If approved, your reimbursement will be automatically credited back to your original credit card, debit card, or PayPal account within 7 to 10 business days.

  • Bank Processing Caveat: Please bear in mind that your credit card issuing bank or financial institution may require additional processing cycles (often 3 to 5 extra business days) to officially post the credit to your statement.

Escalation Protocol: If more than 15 business days have elapsed since you received our official refund approval email and the funds have not appeared in your account, please contact us immediately at service@qscdcdxcx.asia.

8. Designated Return Facility

All authorized returns must be shipped using the official RMA label provided by our client services team.

Official Returns Receiving Facility:

Vellumpaw™ Returns Department

118 N 57th Dr #1

Phoenix, AZ 85043

United States

Questions Regarding Your Return?

If you require any assistance with sizing, return labels, or refund statuses, our team is always ready to assist you.

  • Customer Care Email: service@qscdcdxcx.asia

  • Phone / Text Support: +1 602-255-0031

  • Operating Hours: Monday – Friday, 9:00 AM – 6:00 PM (MST)