Refund policy
Effective date: August 30, 2026
30-Day Return Window
You may request a return within 30 days after your order is marked as delivered. A return must be approved before it is sent.
Return Eligibility
To qualify for a return, an item must be:
- Unused, unworn, and unwashed.
- In its original condition.
- Returned with its original packaging and included parts.
- Accompanied by a receipt or other proof of purchase.
Hygiene notice: Grooming and personal-care products that have been used on an animal cannot be returned unless they arrived damaged, defective, or incorrect. This restriction helps protect customers and pets from hygiene and safety risks.
How to Request a Return
Email support@lilipetcare.com and include:
- Your order number.
- The email address used at checkout.
- The item you want to return.
- The reason for the return.
- Clear photographs if the item arrived damaged, defective, or incorrect.
Wait for approval and return instructions before sending an item. Returns sent without prior approval may not be accepted.
Do not send a product to the address shown on the original shipping label. After approval, send the return to: ZORVELLA COMMERCE LLC, 1309 Coffeen Avenue STE 1200, Sheridan, Wyoming 82801, United States. We will provide return instructions after reviewing your request.
Return Shipping
Customers are responsible for return shipping costs when returning an unwanted item or an item ordered by mistake.
If an item arrived damaged, defective, or incorrect, contact us before returning it. We will review the information and provide an appropriate resolution, which may include replacement, refund, or return instructions.
Original shipping charges are not refundable unless required by applicable law or the return results from our error.
Non-Returnable Items
- Used grooming or personal-care products, except when damaged, defective, or incorrect on arrival.
- Items for which a return was not requested within 30 days after delivery.
- Items without their original packaging, included parts, or proof of purchase.
- Gift cards.
- Items clearly identified as final sale before purchase.
- Items damaged through misuse, improper care, unauthorized modification, or normal wear.
Nothing in this section limits rights or remedies that cannot be excluded under applicable law.
Damaged, Defective, or Incorrect Items
Inspect your order promptly after delivery. If an item is damaged, defective, or incorrect, email us as soon as possible with your order number and clear photographs of the product and shipping packaging. Keep the item and packaging until we complete our review.
Refunds
We will notify you after receiving and inspecting an approved return. If the refund is approved, it will be issued to the original payment method.
Banks and payment providers may require additional time to post the refund. If more than 15 business days have passed since we confirmed approval of your refund, email support@lilipetcare.com.
Exchanges
The quickest way to obtain a different product is to request a return for the original item and place a new order after the return is approved. Product availability is not guaranteed.
Order Cancellations and Changes
Contact us as soon as possible if you need to cancel or change an order. We cannot guarantee a change or cancellation after processing or fulfillment has started. If an order has already shipped, this Refund & Return Policy applies.
Contact
ZORVELLA COMMERCE LLC
Entity type: LLC
Business address: 1309 Coffeen Avenue STE 1200, Sheridan, Wyoming 82801, United States
Phone: +1 505-528-5171
Email: support@lilipetcare.com
Website: https://lilipetcare.com