At KELMAVOX™, we want you to feel confident when shopping for products for your pets.

We understand that sometimes an item may not be the right fit, may arrive damaged, or may otherwise need to be returned.

This Return & Refund Policy explains our return window, eligibility requirements, damaged or incorrect item procedures, exchanges, return shipping responsibilities, and refund processing.

1. Return Window

Eligible products may be returned within 30 days after delivery .

Your return request must be submitted within this 30-day period.

To be eligible for a standard return, the product should generally:

• Be unused or only handled as reasonably necessary to inspect it
• Remain in substantially the same condition as when received
• Be clean and free from pet hair, stains, odors, scratches, bite marks, or other signs of use
• Include the original packaging where applicable
• Include all accessories, components, instructions, tags, and labels originally supplied
• Be accompanied by valid order information or proof of purchase

Products that have been heavily used by a pet, damaged after delivery, altered, washed, or otherwise changed from their original condition may not qualify for a standard return.

2. How to Request a Return

Before sending any item back, please contact:

service@kelmavox.com

When submitting your return request, please include:

• Your order number
• Product name
• Reason for the return
• Photos of the product when relevant
• A brief description of your request

Our customer support team will review your request and provide the appropriate return instructions.

Depending on the reason for the return, we may provide a return shipping label, return address, reimbursement instructions, or other return information.

Please do not send a product back before receiving return authorization from KELMAVOX™.

Returns sent without prior authorization may be delayed, refused, or sent to a location that is unable to process the return.

3. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as reasonably possible after delivery.

Contact us promptly if your order arrives:

• Damaged
• Defective
• Incomplete
• Missing components
• Different from the product you ordered
• Materially different from the product description

To help us review the issue, we may ask you to provide:

• Your order number
• Clear photos of the product
• Photos of the shipping package
• Photos of the shipping label
• Images showing the damaged or defective area
• A brief explanation of the problem

In some cases, a short video may also help us understand the issue.

Once the information has been reviewed, we will determine an appropriate resolution based on the circumstances.

Possible resolutions may include:

• Replacement of the product
• Replacement of a missing or damaged component
• Return instructions
• Partial refund where appropriate
• Full refund where appropriate

4. Non-Returnable Items

For safety, hygiene, customization, or product-condition reasons, certain items may not be eligible for return.

Examples may include:

• Personalized or custom-made products
• Products that have been materially altered by the customer
• Products showing significant signs of pet use
• Items with pet hair, stains, odors, bite marks, scratches, or other hygiene concerns
• Washed or laundered products
• Products missing essential components, accessories, packaging, or labels
• Opened hygiene-sensitive pet products where return would create a health or sanitation concern
• Consumable products after opening or use
• Products clearly identified as final sale
• Gift cards, where applicable

Any legal rights that cannot be excluded under applicable consumer law remain unaffected.

If you are unsure whether a product is eligible for return, please contact us before sending it back.

5. Pet Size and Product Suitability

Some KELMAVOX™ products may be designed for particular pet sizes, weights, breeds, or intended uses.

Before ordering, please review the product information provided on the relevant product page.

Depending on the item, important information may include:

• Product dimensions
• Recommended pet size
• Recommended pet weight
• Intended pet type
• Material
• Product capacity
• Usage instructions
• Care instructions

For products such as beds, mats, carriers, wearable accessories, feeding products, or other size-dependent items, we recommend measuring your pet or available space before ordering.

If you are unsure whether a product is suitable for your pet, you may contact us before purchasing.

Products damaged because of improper use, unsuitable sizing, misuse, chewing, excessive scratching, or failure to follow available care instructions may not qualify as defective products.

6. Exchanges

If you would like a different size, style, color, or product, the simplest process will usually be to return the original eligible item and place a new order.

This allows the replacement product to be processed separately and helps avoid delays caused by availability changes.

If you received:

• The wrong item
• A defective product
• A damaged product
• An incorrect size or variation due to our fulfillment error

please contact us before placing another order so we can review the situation first.

7. Change-of-Mind Returns

If you simply decide that an eligible product is no longer wanted, you may request a return within the applicable 30-day return period.

The product must meet the eligibility conditions described in this policy.

For change-of-mind returns, incorrect size or variation selected by the customer, duplicate orders, or other preference-based returns, the customer is responsible for return shipping costs unless otherwise required by applicable law.

Original shipping charges are generally non-refundable for preference-based returns unless otherwise required by applicable law.

If the return is caused by a verified KELMAVOX™ merchant or fulfillment error, the customer will not be required to pay reasonable return shipping costs.

8. EU Consumer Cancellation Rights

Customers receiving eligible orders in the European Union may have additional cancellation or return rights under applicable consumer law.

Where required by law, eligible consumers may have the right to cancel qualifying purchases within the applicable statutory cooling-off period.

Returned products should generally:

• Be in an acceptable condition
• Include the original accessories and components
• Be securely packaged
• Include proof of purchase

Certain goods may be excluded from statutory cancellation rights, including some customized, personalized, hygiene-sensitive, or otherwise legally exempt products.

Nothing in this policy is intended to limit mandatory consumer rights that apply to your purchase.

9. Refund Process

Once an authorized return has been received, we will inspect the item.

After the review is completed, we will inform you whether the refund has been approved.

If approved:

• The refund will normally be issued to the original payment method
• Please allow up to 10 business days for us to process the approved refund
• Your bank, card issuer, PayPal, or other payment provider may require additional time to display the funds

The exact time required for the refund to appear depends on the payment provider.

If more than 15 business days have passed since we confirmed that your refund was approved, please contact:

service@kelmavox.com

10. Return Shipping Costs

Responsibility for return shipping depends on the reason for the return.

If the return is caused by a verified KELMAVOX™ error, including:

• An incorrect item was shipped
• The product arrived damaged
• The product is confirmed to be defective
• Required components were missing
• The item is materially different from the product description
• Another verified KELMAVOX™ fulfillment or merchant error occurred

For returns caused by:

• Change of mind
• Incorrect size selected by the customer
• Incorrect color or variation selected by the customer
• Duplicate ordering
• Product no longer being wanted
• Incorrect product selection

the customer is responsible for return shipping costs unless otherwise required by applicable law.

11. Return Destination

Please do not automatically send returns to our registered company address.

KELMAVOX™ may work with different fulfillment facilities, warehouses, suppliers, and logistics partners.

The correct return destination can therefore vary depending on:

• The product
• The original fulfillment location
• The customer's location
• The reason for the return

Once your return request has been approved, our customer service team will provide the appropriate return address and instructions.

Items sent to an unauthorized return address may not be received or processed correctly.

12. Returned Items Must Be Packaged Securely

Customers should package authorized returns carefully to help prevent damage during return transportation.

Whenever possible:

• Use the original packaging
• Include all accessories and components
• Protect fragile parts
• Seal the parcel securely
• Follow any return instructions provided by our support team

KELMAVOX™ may not be responsible for damage caused by inadequate return packaging.

13. Order Cancellations

If you wish to cancel an order, contact us as soon as possible at:

service@kelmavox.com

We will review the current status of the order and attempt to stop fulfillment where reasonably possible.

If your order has already been processed, packed, transferred to a fulfillment partner, or shipped, we may no longer be able to cancel it.

In that situation, you may need to wait until the order arrives and then submit a return request in accordance with this policy.

14. Refunds for Shipping or Merchant Errors

If an eligible return results from a verified error on our part, including receiving the wrong product, a confirmed defective item, a shipping-damaged item, an incomplete order, missing required components, or a product that is materially different from its description, KELMAVOX™ will provide an appropriate resolution.

KELMAVOX™ will cover reasonable return shipping costs associated with a verified merchant or fulfillment error.

Customers will not be required to pay reasonable return shipping costs for verified merchant or fulfillment errors.

Depending on the circumstances, the resolution may include a replacement, replacement component, full refund, partial refund where appropriate, or another reasonable solution.

15. Refunds to the Original Payment Method

Approved refunds will generally be returned to the same payment method used for the original transaction.

For example, if your purchase was paid through PayPal, credit card, debit card, or another supported payment method, the refund will normally be issued through that same payment channel.

We generally cannot redirect a refund to a different card, bank account, or unrelated payment method.