Return & Refund Policy

At Aka Pet Supplies, we are committed to delivering high-quality pet products and ensuring that every customer enjoys a smooth, reliable, and satisfying shopping experience. We understand that sometimes an item may not meet your expectations, and for that reason, we offer a clear, fair, and customer-friendly return and refund policy. Please read the details below to understand your rights and our process.

📅 1. Return Eligibility – Within 7 Days of Delivery

Customers may request a return within 7 days from the date the order is marked as delivered. To qualify for a return:

  • The product must be in new, unused, and undamaged condition.

  • Items must remain in their original packaging, including all tags, labels, and accessories.

  • The customer must provide proof of purchase (receipt, order confirmation email, or order number).

  • Products with visible signs of use, wear, odor, stains, or damage caused by the customer may not be eligible.

We reserve the right to decline returns that do not meet these conditions.

🔁 2. Exchange Policy – Within 10 Days

If you would like to exchange a product rather than return it, exchanges are accepted within 10 days after receiving your order.

Exchanges are available for:

  • Wrong item shipped

  • Defective or damaged items

  • Items with sizing, color, or style issues (if applicable and available in stock)

If the replacement product is unavailable, we will offer an alternative option or proceed with a refund based on your preference.

📦 3. Return Process

To initiate a return or exchange, please contact our Customer Support team:

📧 Email: contact@Zelviona.store
📞 Phone: 440-233-6610

Once your request is reviewed, we will provide:

  • A return authorization approval

  • Instructions on where and how to ship the item back

  • Any additional required documentation

Customers are responsible for ensuring the item is securely packaged to prevent damage during transit.

💰 4. Refund Timeline – 5 to 10 Business Days

After we receive and inspect the returned item, your refund will be processed within 5 to 10 business days.

Refund details:

  • Refunds are issued to the original payment method used at checkout.

  • Processing times may vary depending on your bank or payment provider.

  • Shipping fees (if any) are non-refundable, except when the return is due to our mistake (wrong or defective item).

You will receive an email notification once your refund has been approved and completed.

⚠️ 5. Non-Returnable Items

For safety and hygiene reasons, the following items cannot be returned or refunded:

  • Used pet beds, mats, feeding items, or grooming tools

  • Personalized or customized products

  • Clearance or final-sale products

  • Items damaged due to misuse, neglect, or pets

If you are unsure whether your product qualifies, please contact our support team for assistance.

📍 6. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, please notify us within 48 hours of delivery.
We may request:

  • Photos or videos of the issue

  • Packaging images

  • Order details

This helps us verify the problem quickly and send a replacement or refund.

🤝 7. Our Commitment

Aka Pet Supplies values honesty, transparency, and customer satisfaction. Our goal is to ensure every pet owner feels supported and confident when shopping with us. If you need help at any point during the return or refund process, our team is always ready to assist.