Refund policy

30-Day Money-Back Guarantee

We stand behind the quality of our products and want you to shop with confidence. If you're not completely satisfied with your purchase, you may request a return or refund within 30 days of receiving your order.

Eligibility for Returns

  • To be eligible for a return:
  • Your request must be submitted within 30 days of delivery.
  • The item must be in its original condition.
  • The item must not be intentionally damaged or misused.
  • Proof of purchase (order number or receipt) must be provided.

For hygiene and safety reasons, certain used pet products may not be eligible for return unless they arrive defective or damaged.

Damaged or Defective Items

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

To help us resolve the issue quickly, please provide:

  • Your order number
  • A description of the issue
  • Clear photos showing the damage or defect

We will gladly arrange a replacement or full refund where applicable.

Refund Process

Once your return request has been reviewed and approved, your refund will be processed back to your original payment method.

Please allow:

  • 3–7 business days for refund processing after approval
  • Additional time depending on your bank or payment provider

Original shipping costs are non-refundable unless the return is due to a damaged, defective, or incorrect item.

Return Shipping

Customers may be responsible for return shipping costs unless:

  • The item arrived damaged
  • The item is defective
  • An incorrect item was received

We recommend using a trackable shipping service when returning items.

Order Cancellations

Orders may be canceled before they have been processed or shipped.

Once an order has been shipped, it cannot be canceled and must follow the standard return process.

Non-Returnable Items

The following items may not be eligible for return:

  • Gift cards
  • Final sale or clearance items
  • Products showing signs of misuse or excessive wear
  • Items returned outside the 30-day return window

How to Start a Return

To initiate a return, please contact our support team with your order number and reason for the return.

Our team will provide further instructions and assist you throughout the process.

Contact Us

If you have any questions regarding returns, refunds, or exchanges, please contact our customer support team at support@shopalvero.co.za. We are committed to making your shopping experience as smooth and hassle-free as possible.