Refund policy
We want you and your pet to be delighted with every Povelio order. If something is not right, this policy explains when and how you can return it and how refunds work. It applies to orders delivered within the United Kingdom and does not affect your statutory rights.
Return Window
You have 30 days from the date you receive your order to request a return. This is more generous than the statutory minimum and gives you time to make sure the item suits your pet.
Return Eligibility and Condition
To be eligible for a return, an item should be:
- Unused, or only gently tried on your pet, and in its original condition.
- In its original packaging with any tags and inners included.
- Accompanied by your order number or delivery note.
We may reduce a refund to reflect any loss in value caused by handling beyond what is needed to check the item, for example an item returned covered in fur, hair or noticeable wear.
Hygiene and Non-Returnable Items
Many pet products are worn against the body or used in close contact with your pet, so for hygiene and safety reasons some items can only be returned if they are faulty. This includes worn or used harnesses, collars, apparel and coats, life jackets, carriers, beds, blankets, grooming tools, feeding bowls and any item where a hygiene seal has been opened. Sealed items can still be returned within the window as long as the seal and packaging remain intact. This does not affect your right to return a faulty item.
How to Start a Return
To start a return, email us at info@povelio.com with your order number, the name used on the order and a short note on the reason. Our team will reply with the return address and simple instructions. Please do not send anything back before contacting us.
Return Postage and Labels
If you are returning an item because you changed your mind, you arrange and pay for return postage, and no prepaid label is included in your parcel. If an item is faulty, damaged or incorrect, we cover the return cost and provide a prepaid label or reimburse your postage. We recommend a tracked service, as a change of mind return that is lost without tracking may not be refunded.
Refund Process and Timing
Once we receive and inspect your return, we email you to confirm the outcome. Approved refunds are issued to your original payment method in GBP within 7 business days. The time it then takes to appear depends on your bank or card provider. We never charge a restocking fee. The original delivery cost is only refunded when the item was faulty, damaged or incorrect.
Exchanges
We are happy to exchange an item for the same product in a different size or option where stock allows. Once we receive and approve your return, we ship the replacement. If your preferred option is unavailable, we will offer a refund instead.
Faulty or Incorrect Items
If an item arrives faulty, damaged or not what you ordered, contact us within 48 hours at info@povelio.com with your order number and clear photos. We will arrange a full refund or a free replacement, including return postage, at no cost to you.
Your Right to Cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel most orders within 14 days of receiving them, without giving a reason. The Consumer Rights Act 2015 also protects your right to goods that are as described, of satisfactory quality and fit for purpose. Our 30 day return window goes beyond these statutory periods, and nothing in this policy affects your statutory rights.
A Note on Pet Safety and Sizing
To reduce returns, please check the size guide before ordering and measure your pet where sizing matters, such as harnesses, collars, coats and life jackets. Povelio products are pet accessories and are not a substitute for veterinary care. Always follow the fitting guidance and supervise your pet when trying a new item.
You can also see our FAQ or our Shipping Policy for more information.
Contact and Company Information
If you have any questions about this policy, our team is happy to help.
- Store name: Povelio
- Company name: Purevanta Ltd
- Company registration number: 16982782
- Registered address: 128 City Road, London, EC1V 2NX, United Kingdom
- Email: info@povelio.com
- Phone: +44 20 8040 1826
Customer service hours: Monday to Friday, 9:00 AM to 5:00 PM (GMT). Saturday and Sunday: closed. We aim to reply to every enquiry within 24 hours.