This policy explains Qerlyvo™ return eligibility, how to submit a request, who pays return shipping, and how approved refunds are issued. The conditions for a change-of-mind return differ from the assistance available for damaged, defective, or incorrect items.

You may request a return for an eligible item within 30 calendar days after delivery.

For a change-of-mind return, the item must be:

• Unused and unworn
• In its original condition, without washing, alterations, or damage caused after delivery
• Accompanied by its original tags and included accessories, where applicable
• Returned in its original packaging
• Supported by an order number, receipt, or other proof of purchase

Please check measurements and product details before allowing your pet to wear an accessory. Items showing wear, pet hair, odors, or other signs of use may not qualify for a change-of-mind return.

These conditions do not automatically exclude claims involving an item that arrived damaged, defective, incorrect, or materially different from its description. Applicable statutory rights remain unaffected.

Email service@qerlyvo.com within the applicable return period.

Include:

• Your order number
• The email address used at checkout
• The item you wish to return
• Whether you are requesting a return, replacement, or assistance with a product issue
• A brief explanation and relevant photographs, where helpful

A reason helps us assess ordinary return requests, but is not required when exercising an applicable statutory right to withdraw.

After reviewing your request, we will explain the next steps, provide the appropriate return destination, and confirm any shipping arrangements or costs.

Please contact us before dispatching a return so your parcel can be identified and sent to the correct location. Sending an item without instructions may delay processing; it does not remove any applicable statutory rights.

Check your order when it arrives and contact us if an item is damaged, defective, missing components, or different from what you purchased.

Where practical, report visible delivery damage within 72 hours of receipt. This helps us investigate promptly, but reporting later does not automatically disqualify your claim.

Please provide clear photographs of the issue and, where available, the packaging and shipping label. If photographs cannot reasonably demonstrate the problem, describe it so we can discuss another way to assess it.

For confirmed product faults, shipping damage, or fulfillment errors, we will provide an appropriate replacement, refund, or return solution at no additional cost to you. If a return is necessary, we will arrange a prepaid label or another agreed method that covers the required return shipping.

Change-of-Mind Returns: Customers are responsible for return shipping when returning an eligible item because of personal preference, an unsuitable size selected at purchase, or a change of mind.

Any label charge offered through us will be disclosed before you agree to use it. A return label is not automatically free.

Original shipping charges are generally not refunded for change-of-mind returns under our voluntary 30-day policy, except where applicable law requires otherwise.

Items With Return Restrictions: The following may be excluded from change-of-mind returns where permitted by applicable law:

• Products made to your specifications or clearly personalized
• Sealed items unsuitable for return for genuine health or hygiene reasons once unsealed
• Items clearly identified as final sale before purchase, where such an exclusion is lawful
• Gift cards, except where a refund is legally required

A discounted price alone does not make an item non-returnable. Return restrictions do not remove applicable rights concerning defective, damaged, or incorrectly supplied goods.

If you are unsure whether a restriction applies, contact us before purchasing or submitting a return request.

If you would prefer a different eligible item, contact us to discuss returning your original purchase.

Unless our team confirms another arrangement, exchanges are handled as a return followed by a separate order. Availability and pricing for the new purchase are determined when that order is placed.

For an incorrect or defective item supplied by us, we will discuss a suitable replacement or other resolution without requiring you to pay additional costs to correct our error.

Where EU consumer withdrawal rules apply, you may withdraw from an eligible online purchase within 14 calendar days after receiving the goods, without giving a reason.

To exercise this right, notify us at service@qerlyvo.com with a clear statement of your decision and sufficient information to identify your order. Return the goods within 14 days after notifying us of your withdrawal.

You may inspect the goods as necessary to establish their nature, characteristics, and functioning. Handling beyond what is necessary may result in responsibility for diminished value. Original packaging is preferred, but its absence alone does not automatically remove this right.

You bear the direct return shipping cost for a change-of-mind withdrawal unless we agree to cover it. Applicable legal exceptions may include clearly personalized products and qualifying sealed hygiene goods that have been unsealed.

For a valid withdrawal, reimbursement includes the applicable standard outbound delivery charge. Additional costs for a more expensive delivery service selected by you need not be refunded.

Reimbursement will be made without undue delay and within 14 days after we receive your withdrawal notice. We may withhold reimbursement until we receive the goods or evidence that you have sent them back, whichever occurs first.

Our voluntary 30-day return policy does not replace or restrict applicable statutory rights.

For returns under our voluntary policy, we will review the returned item after receipt and notify you whether the refund has been approved. If a request is declined, we will explain the reason.

Approved refunds are issued to the original payment method within 10 business days after receipt and inspection of the return. Where no return is required, this period begins when the refund is approved.

Your bank or payment provider may require additional time to display the credit. Applicable statutory deadlines, including those described for EU withdrawals, take precedence over our ordinary processing timeframe.

If more than 15 business days have passed since refund approval and the credit has not appeared, contact service@qerlyvo.com with your order number.

We will provide the correct return destination and packing instructions when arranging your return. Use secure packaging and retain your shipping receipt and tracking information so the return can be traced.

Email: service@qerlyvo.com
Phone: +86 184 6619 8280
Customer Support Hours: Monday – Friday (9:00 AM – 6:00 PM)

Include your order number in your enquiry so we can locate your purchase and explain the appropriate next steps.

Thank you for shopping with Qerlyvo™. We are here to help.