Refund policy

1. Give your cat 30 days to try either eligible product

This trial option applies to both the SAYVO Self-Grooming Cat Arch and the Round Felt Cat Tunnel Bed & Scratcher purchased from sayvopets.com. Give your cat time to explore it at home. If your cat ignores it, does not use it or does not enjoy it, email us within 30 calendar days of delivery to request a return.

You may assemble either product and allow gentle, supervised indoor trial use according to its instructions. You do not need to return it unopened or unused to qualify for this 30-day cat trial.

• Return the product intact, in working condition and with all supplied parts and accessories.
• Remove pet hair, dirt and other residue. Follow the care instructions for your specific product. If you rinse the grooming arch brushes, let them dry fully before packing. Do not soak or rinse the felt tunnel bed unless its care instructions expressly allow it.
• Normal careful assembly and gentle trial use are acceptable. Damage caused by misuse, accidents, alterations or use contrary to instructions falls outside this voluntary trial.
• Use the original product box where available and pack the item securely. Normal opening, creases or minor wear to the box do not attract a fee or disqualify an otherwise eligible return. If the box is missing or badly damaged, contact us for suitable alternative packing instructions.

For a return meeting these conditions, we refund the amount paid for the returned product to the original payment method. You pay the direct cost of return shipping unless the return concerns a confirmed product issue described in Section 5 or applicable law requires otherwise. There is no restocking fee, trial-use fee or separate damaged-box fee. This 30-day trial gives your cat time to explore the product at home and gives you a clear return option if it is not their favorite.

2. 30-day change-of-mind returns for other products

For products other than the two eligible cat products listed in Section 1, request a voluntary return within 30 calendar days after delivery. Unless a different trial offer was explicitly stated on the product page when you ordered, items must be unused, in original condition, clean and free from pet hair and dirt, with all supplied parts and accessories. Include the original packaging where reasonably possible and your order number or other proof of purchase.

The unused condition in this section does not apply to gentle trials covered by Section 1. Neither section limits statutory cancellation rights or remedies for faulty, damaged, incorrectly supplied or misdescribed goods.

3. How to request a return

1. Email support@sayvopets.com within the applicable return window, with your order number, the item and the reason for your request. No reason is required for an applicable statutory cancellation.
2. Send clear photos of the product, its included parts and the product box or other packaging where available. For a fault, include a photo or short video showing the issue if possible. Photos help us assess the condition and give the right packing instructions; if you cannot provide them, contact us to arrange another reasonable assessment method.
3. We will review the request and provide the correct return address and packing instructions. For an approved voluntary return, send the item back within 14 calendar days after receiving these instructions.

Contacting support first helps avoid incorrect deliveries and unnecessary return costs. Do not send returns to our registered business office, the original parcel address or a supplier unless we instruct you to do so. Our registered office is not a returns address. Return authorization, photos and original packaging are not conditions that remove a valid statutory cancellation or product-fault right. Our review does not extend legal refund deadlines.

4. Return shipping and fees

For a trial return under Section 1 or other change-of-mind return where the item is not faulty, the customer pays the direct return shipping cost unless applicable law requires otherwise. Return-shipping costs depend on the carrier, parcel and return destination. If this affects your decision, ask support about the return arrangements before ordering.

If we offer a prepaid label, we will disclose its exact cost and obtain your agreement before deducting it from the refund. Otherwise, arrange a suitably tracked service and retain proof of posting. There is no restocking fee, refund-processing fee or automatic packaging-damage deduction. Ordinary opening of the box is expected.

If a returned product does not meet the voluntary return conditions, we will explain the specific concern and proposed resolution. We will not impose an undisclosed fee. Any refund adjustment must be permitted by applicable law; mandatory rights take priority.

5. Damaged, faulty, incomplete or incorrect products

Inspect your order after delivery and contact support as soon as reasonably possible if something is damaged, faulty, missing or incorrect. Include your order number and details, with photos or video where available. Keep the product and supplied parts while we assess the issue; retain the packaging if available. An absent box, photo or video does not automatically remove a valid claim.

For a confirmed manufacturing defect, damage on arrival or incorrect item, we will offer a refund or replacement according to your preference and applicable rights. Replacements depend on availability. Any necessary return will be at no cost to you: we will arrange or reimburse reasonable necessary return shipping. Contact us before paying for it.

We will not substitute store credit or a different product without your agreement. Rights concerning faulty or misdescribed goods are not limited to our voluntary 30-day return window. Ordinary use is not, by itself, evidence of misuse.

6. When a voluntary return may not qualify

Our voluntary policy does not cover damage caused by misuse, accidental damage, unauthorized modifications, improper cleaning or use contrary to instructions. Normal wear from extended use beyond the stated 30-day cat trial also falls outside the voluntary offer. These exclusions do not remove rights for a manufacturing fault or another valid statutory claim.

Gift cards, genuinely personalized or custom-made items, and products clearly identified as final sale before purchase are excluded from voluntary change-of-mind returns where legally permitted. Mandatory rights remain unaffected. The two-product trial described above is not excluded merely because the product was discounted.

7. Bundles and exchanges

For a voluntary bundle return, include all items and components covered by that offer. Any adjustment for missing items must be consistent with the original offer and applicable law. If only one item is faulty, contact us so we can arrange an appropriate remedy without unnecessary returns.

For change-of-mind exchanges, we generally arrange a return followed by a new order. Contact support first. Replacements for confirmed product issues are handled under Section 5.

8. Cancellations and delivery problems

To request a cancellation or address change, email support as soon as possible. We will try to assist before dispatch, but may be unable to stop an order already being processed or shipped. This does not remove an applicable statutory cancellation right.

If an order is delayed, lost or marked delivered but not received, contact us. We will review tracking and investigate with the carrier where appropriate, then arrange an appropriate resolution under the order terms and applicable rights. A carrier investigation does not extend a statutory refund deadline. See our shipping policy for full delivery details.

9. Refunds

For an eligible voluntary return, we issue the refund to the original payment method within 10 business days after receiving the returned item. We will review it promptly and notify you by email. Your bank or payment provider may need additional time to display the credit. A shorter statutory deadline takes priority; inspection or assessment does not extend it.

We refund the amount paid for eligible returned products. Any agreed prepaid-label cost is disclosed before deduction. Eligible original standard delivery charges are also refunded where required by law; additional charges for premium delivery may be excluded where permitted. No store credit will replace a refund without your agreement.

10. United Kingdom customers

UK consumers generally have a right to cancel an eligible online purchase without giving a reason within 14 calendar days after receiving the goods, and may notify us before delivery. After notifying us, you generally have a further 14 calendar days to return them. A clear cancellation statement is sufficient; prior return authorization is not required for a valid statutory cancellation notice.

You may inspect goods as reasonably allowed in a shop. We may deduct for diminished value caused by handling beyond what is necessary to establish their nature, characteristics and functioning only where legally permitted. The voluntary trial for both eligible cat products in Section 1 separately allows the gentle trial use stated there.

For a valid statutory cancellation, we refund eligible payments, including our least expensive standard outbound delivery cost, without undue delay and within 14 calendar days of cancellation notice. Unless we have offered to collect the goods, we may withhold the refund until we receive the goods or evidence of their return, whichever is earlier. Extra premium-delivery costs may be excluded. The customer pays direct change-of-mind return shipping unless we agree otherwise or law requires us to pay.

To cancel, email support with your decision, order number and enough information to identify the purchase. You may use this optional wording: “I/we give notice that I/we cancel the order for [goods], order [number], ordered on [date] and received on [date]. Name: [name]. Address: [address]. Date: [date].” You do not have to use a particular form. Faulty-goods rights remain unaffected.

11. Your rights and policy changes

Nothing in this policy excludes mandatory rights under applicable US, Canadian, UK or other relevant law. Those rights take priority over voluntary conditions. This policy takes effect for new orders from October 26, 2026. Earlier orders retain their original terms and mandatory rights; we also extend the trial above to orders for either eligible cat product still within 30 days of delivery on this date. Later changes will not retroactively reduce an existing order’s rights or commitments.

12. Contact SAYVO

SAYVO LLC · support@sayvopets.com
Please include your order number so we can help with your return, product issue or refund.