Return & Refund Policy
Return & Refund Policy
This Return and Refund Policy applies to purchases made through varnexulo.com (“Varnexulo”), an online pet products and pet toys store owned and operated by Hubei Chucheng Commercial Development Co., Ltd.
1. Return Window
Eligible products may be returned within 30 calendar days after delivery.
Return requests submitted after this period may not be accepted unless otherwise required by applicable law.
2. Return Eligibility
To qualify for a preference-based return, the product must be:
- Unused and clean
- In its original condition
- In its original packaging
- Complete with all included accessories and tags
Products that have been used, chewed, washed, altered, or damaged after delivery are generally not eligible for preference-based returns.
This restriction does not limit your ability to contact us about products that arrived damaged, defective, incorrect, or materially different from the product description.
3. How to Request a Return
Before sending any product back, contact service@varnexulo.com and provide:
- Order number
- Name and email address used at checkout
- Product you want to return
- Reason for the return
- Photos or video, where applicable
Our support team will review the request and provide return instructions if the product is eligible.
Please do not send a return to the registered business address unless our support team specifically instructs you to do so.
4. Return Shipping Costs
For preference-based returns, the customer is generally responsible for return shipping costs.
If a product arrives damaged, defective, incorrect, or materially different from the product description, contact us before returning it. After review, we will provide an appropriate replacement, refund, or return solution at no additional cost where appropriate.
We do not charge a restocking fee for approved returns.
5. Refunds
After an approved return is received and inspected, the approved refund will be issued to the original payment method within 5–10 business days.
Your bank or payment provider may require additional time to post the refund.
For preference-based returns, original shipping charges are generally non-refundable. This includes orders that received free standard shipping after meeting the US$29 free-shipping threshold.
6. Partial Returns
If only part of an order is returned, only the approved returned product and any applicable refundable amount will be refunded.
If a partial return causes the original order total to fall below the US$29 free-shipping threshold, the applicable original shipping charge may be deducted from the refund where permitted by law.
7. Exchanges
Exchanges may be available depending on product stock.
If the requested replacement product is unavailable, we may provide a refund or another appropriate resolution.
8. Undeliverable or Refused Orders
If an order is returned because the shipping address was incomplete or incorrect, or because delivery was refused, contact service@varnexulo.com.
We will review the available options. Additional shipping costs may apply when the issue was caused by incorrect address information or refusal of delivery.
9. Contact
Email: service@varnexulo.com
Customer Service Hours: Monday–Saturday, 9:00 AM–6:00 PM EST.