Return and Refund Policy

This Return & Refund Policy explains how Favura handles product returns, exchanges, and refunds. It is designed to ensure complete clarity and fairness for all customers who wish to return or exchange items purchased through the Favura online store.

By placing an order, customers agree to the terms outlined in this policy. Favura recommends reviewing this page before completing a purchase to understand all return and refund conditions.

Return Eligibility

Favura accepts returns for both defective and non-defective products. Customers may return any item within 90 days from the date of delivery, provided it meets the conditions listed below:

• The product must be in its original condition, unused, with all parts, accessories, and original packaging intact.
• Pet care products showing signs of use, altered packaging, or broken safety seals may not qualify for return due to safety and hygiene reasons, unless found defective upon arrival.
• The customer must include proof of purchase, such as the order number or confirmation email.
• Items returned after the 90-day window are not eligible for a refund or exchange.

Return Period

Customers have up to 90 days from the date of delivery to initiate a return request. The request must be made in writing by contacting support@favura.store during business hours. After approval, the customer will receive detailed instructions, including the return address.

Accepted Reasons for Return

Favura accepts returns for the following reasons:

• The product arrived defective or damaged (e.g., leaking bottles, broken containers).
• The wrong product was shipped.
• The customer changed their mind (non-defective return).

Exchanges

Exchanges are accepted within the 90-day window. This applies if the customer prefers a replacement for a defective item or wishes to exchange a product for another item of similar value, subject to availability.

Condition of Returned Items

To ensure eligibility for a full refund or exchange, items must be returned in their original condition. This includes:

• Original box, labels, protective seals, manuals, and containers.
• No signs of use, damage, or misuse.
• No missing components or alterations to the product’s packaging or formula.

Return Process

1. Contact the Favura support team via email to request a return authorization.
2. Provide the order number, reason for return, and photographs if the product is damaged or defective.
3. Once approved, follow the instructions provided to ship the item back.
4. Ship the item using a trackable shipping service. Customers are responsible for providing tracking information.

Return Shipping Costs

The customer is responsible for the cost of the return shipping label, unless the product is defective or incorrect due to a fulfillment error. Favura is not responsible for lost or untraceable return shipments; therefore, a trackable method is recommended.

No Restocking Fees

Favura does not charge any restocking fees for returned items. Customers receive a full refund of the product’s purchase price, subject to condition verification.

Refund Timeline

Refunds are processed within 14 business days after Favura receives and inspects the returned item. The refund is issued to the original payment method. Depending on the payment provider, it may take additional days for the refund to reflect in the account.

Non-Returnable Items

Certain items may not be eligible for return, including:

• Products that have been opened, used, or have broken safety/hygiene seals.
• Items missing original packaging or accessories.
• Products damaged or contaminated after delivery.

Damaged or Defective Products

If a pet care product arrives defective or damaged (such as a broken pump or cracked bottle), customers should notify Favura immediately with clear photos. After review, Favura will assist by sending a replacement, offering an exchange, or approving a refund. All claims must be made within the 90-day return window.

Incorrect Item Received

If the wrong item is received, Favura will cover the return shipping cost and arrange a replacement or refund. Customers should contact support with order details and photos of the incorrect product.

Return Approval and Inspection

Once the item reaches the return center, it is inspected for compliance. This includes checking the condition of the product, its seal, packaging, and any included accessories. Customers are notified by email once the review is complete.

Refund Method

Refunds are always processed to the original payment method used during checkout. If that method is no longer valid, the customer must inform Favura before refund approval for alternate arrangements.

Contact for Returns

Customers can contact Favura’s customer support team at support@favura.store for assistance with returns, refunds, or exchanges during standard business hours.