Refund policy

Last updated: July 15, 2026

At Asorvi, we want you and your pets to be genuinely happy with every purchase. If something isn't right, here's exactly how our return and refund process works.

1. 15-Day Return Window

You may request a return or exchange within 15 days of the delivery date shown on your tracking information. Requests submitted after this window cannot be accepted.

2. Eligibility for Returns

To be eligible for a return, your item must be:

• Unused, unworn, and in the same condition that you received it
• In its original packaging, with all accessories, manuals, and parts included
• Accompanied by proof of purchase (order number or receipt)

Items that have been used, damaged by the customer after delivery, or are missing original packaging may be denied a return or subject to a partial refund at our discretion.

3. How to Start a Return

To begin a return or exchange, email us at support.asorvi@gmail.com with your order number, the item(s) you'd like to return, and the reason for the return. Our team will respond with return instructions within 1–2 business days.

Please do not send your purchase back to us without first contacting our support team — items returned without prior authorization may experience processing delays.

4. Damaged or Defective Items

If your item arrives damaged or defective, please contact us at support.asorvi@gmail.com within 48 hours of delivery with your order number and clear photos or video of the damage/defect and the packaging it arrived in. We will offer a free replacement or a full refund for defective or damaged items — you will not be charged return shipping in these cases.

5. Incorrect Items Received

If you receive an item different from what you ordered, contact us within 48 hours of delivery at support.asorvi@gmail.com with your order number and a photo of the item received. We will arrange a free replacement of the correct item or issue a full refund, and we will cover the cost of returning the incorrect item if a return is needed.

6. Exchanges

We're happy to exchange an eligible item for a different size, color, or product of equal value within the 15-day window. If the item you'd like in exchange has a different price, we will invoice you for the difference or refund the difference, as applicable. To request an exchange, follow the same process as a standard return and let us know you'd prefer an exchange rather than a refund.

7. Refund Process and Timing

Once we receive and inspect your returned item, we will notify you by email that we've received it and let you know whether your refund has been approved. If approved, your refund will be processed to your original payment method within 5–10 business days. Please note that your bank or credit card provider may take additional time to post the refund to your account after we issue it.

For damaged, defective, or incorrect items where no physical return is required, refunds or replacements are typically processed within 3–5 business days of approval.

8. Return Shipping Costs

For standard returns (change of mind, wrong size, etc.), the customer is responsible for return shipping costs unless the item was damaged, defective, or incorrect, in which case Asorvi covers return shipping.

9. Non-Returnable Items

The following items cannot be returned or refunded, except where required by law or in cases of manufacturer defect:

• Items marked "Final Sale" at the time of purchase
• Gift cards
• Items that have been used, worn, or show signs of wear inconsistent with simple inspection
• Consumable or hygiene-sensitive items (such as opened grooming or feeding products) where health and safety regulations restrict resale

10. Late or Missing Refunds

If it has been more than 10 business days since your refund was approved and you have not received it, please first check with your bank or credit card company, as processing times vary. If you've done this and still have not received your refund, contact us at support.asorvi@gmail.com and we will look into it right away.

11. Order Cancellations

If you need to cancel or change an order, contact us as soon as possible at support.asorvi@gmail.com. We are able to cancel or modify orders that have not yet been processed for shipping. Once an order has shipped, it can no longer be cancelled and must instead follow our standard return process above.

12. Contact Us

Questions about your return or refund? We're here to help.

Asorvi
Email: support.asorvi@gmail.com