Warranty

VELLUNE — WARRANTY POLICY

Last updated: 9 October 2026

Every Vellune product is chosen to hold up to life with pets. If something goes wrong anyway, this page explains what we cover, what we don't, and how to get it put right.

WHAT IS COVERED

Vellune products are covered by a 1-year limited warranty against defects in material and workmanship, from the date of delivery.

The one-year period starts the day your order arrives, not the day you placed it.

A defect means a fault that was present in the product when it was made — for example, an electronic toy, feeder, fountain or grooming tool that stops working under normal use, a motor or charging port that fails, a seam or zipper that comes apart without damage, or a part that breaks under normal, intended use.

This warranty applies to products bought directly from vellune.us and used as intended, in line with any instructions supplied.

WHAT IS NOT COVERED

Normal wear and tear, including fading, pilling, and gradual wear on fabrics, sisal and scratch surfaces
Damage caused by pets chewing, scratching, digging or tearing — scratchers, toys and chews are designed to be used up over time
Misuse, accident, or use in a way the product was not designed for, including using a product with a pet outside its stated size or weight range
Consumable items such as batteries, filters, replacement pads and cleaning liquids
Damage from water, heat or electrical sources outside the product's stated use
Any product that has been modified or repaired by someone other than Vellune
Cosmetic marks that do not affect how the product works
Damage that occurred in transit — that is handled under our Refund Policy, not this warranty (see below)

HOW TO MAKE A CLAIM

Email customerservice@vellune.us. This is the fastest route. You can also use the contact form if you prefer.

Please include:

Your order number
Which product and which size or color, if the item came in options
A clear description of the fault and when it started
Photographs, and a short video if the fault is intermittent

We aim to reply within one business day. Please do not attempt a repair before speaking to us — that ends the warranty on that product.

WHAT WE WILL DO

If the claim is approved, we will repair the product, replace it, or refund it, at our discretion.

We cover shipping in both directions on approved warranty claims. There is nothing for you to pay, and we will send a return label where the product needs to come back to us.

If the item has been discontinued and we cannot supply the same product, we will offer the closest comparable product or a refund.

A repaired or replaced item is covered for the remainder of the original one-year period, not a new year from the date of repair.

DAMAGE IN TRANSIT IS NOT A WARRANTY CLAIM

If your order arrives damaged, defective out of the box, or is not what you ordered, contact us within 7 days of delivery with photographs of the item and its packaging. That is covered by our Refund Policy and is handled as a replacement or a full refund including all shipping.

Once a product has been in use and has been working, a later fault is a warranty matter and is handled under this page.

SAFETY

Always supervise pets with new toys and products until you know how they use them, follow any size and weight guidance, and remove any product that becomes damaged. We are not liable for injury or property damage arising from misuse or from using a product in a way it was not designed for.

WHO THIS WARRANTY APPLIES TO

This warranty is offered to the original purchaser and is not transferable. It applies to products purchased directly from vellune.us. Items bought through a reseller are covered by that reseller's terms.

YOUR LEGAL RIGHTS

This is a limited warranty. It is given in addition to the rights you have under applicable law and does not take those rights away.

To the fullest extent permitted by law, any implied warranty, including any implied warranty of merchantability or fitness for a particular purpose, is limited to the one-year period set out above, and our liability under this warranty is limited to the amount you paid for the product. We are not liable for indirect, incidental or consequential loss. Some states do not allow limits on how long an implied warranty lasts or the exclusion of certain damages, so these limits may not apply to you.