Refund policy
At ALVESE, we want you and your pet to love every purchase. If something isn't quite right, we're here to help.
Returns
We offer a 30-day return policy, which means you have 30 days from the date your order is delivered to request a return.
To be eligible for a return, your item must:
- Be unused and in the same condition you received it.
- Be in its original packaging with all included accessories.
- Include proof of purchase.
To start a return, please contact us at hello@alvese.com with your order number and reason for the return.
Please do not send your item back without contacting us first. Because we work with multiple fulfillment partners, the correct return address may vary depending on the product you ordered. Our support team will provide the appropriate return instructions and return address once your request has been reviewed and approved.
Returns sent without prior authorization may not be accepted.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives.
If your order arrives damaged, defective, or you receive the wrong item, contact us within 48 hours of delivery at hello@alvese.com.
To help us resolve the issue quickly, please include:
- Your order number
- A brief description of the problem
- Clear photos or videos of the item and packaging
We'll work with you to make it right as quickly as possible.
Non-Returnable Items
For hygiene and safety reasons, some products cannot be returned, including:
- Pet food or treats
- Personalized or custom-made products
- Opened pet grooming or hygiene products
- Gift cards
- Clearance or final sale items
If you're unsure whether your item is eligible for return, feel free to contact us before placing your order.
Exchanges
We currently do not offer direct exchanges.
If you'd like a different product, size, or color, simply request a return (if eligible) and place a new order for the item you'd like.
Return Shipping
If the return is due to:
- A defective product
- A damaged item
- An incorrect item sent by ALVESE
We'll cover the return shipping costs.
For all other approved returns, customers are responsible for return shipping costs unless otherwise stated.
European Union Customers
If your order is delivered to a country within the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without providing justification.
Returned items must be unused, in their original packaging, and accompanied by proof of purchase.
Refunds
Once we receive and inspect your returned item, we'll notify you of the outcome.
If your refund is approved, it will be processed back to your original payment method within 10 business days.
Please note that your bank or card issuer may require additional time to post the refund to your account.
If more than 15 business days have passed since your refund was approved and you haven't received it, please contact us at hello@alvese.com.
Need Help?
Our support team is always happy to help.
We're committed to making shopping with ALVESE simple, transparent, and worry-free for every pet family.