Return&Exchange
Last Updated: October 6, 2026
At vlucom, we want you and your pet to be happy with your purchase. If a product does not meet your expectations, you may be eligible for a return or exchange under the conditions outlined below.
Please contact our customer service team before sending any item back. Unauthorized returns may not be accepted or may experience delays.
1. Return & Exchange Period
Eligible products may be returned or exchanged within 15 days of the date your order is delivered.
To begin a return or exchange, please contact us within the applicable return period and provide your order information.
Email:service@vlucom.com
Please do not send a package to a return address printed on the original shipping label or package unless our customer service team has specifically confirmed that address for your return.
2. Eligibility Requirements
To qualify for a return or exchange, the product should generally be:
* Unused and in its original condition
* Clean and free from signs of use
* Free from stains, odors, pet hair, or other contamination
* Not washed, altered, modified, or damaged after delivery
* Returned with original packaging, accessories, or included components when applicable
Because our products are intended for pets, we strongly recommend keeping items away from pets until you have decided to keep them.
Products that show substantial use, damage, contamination, or other changes may not be eligible for return or exchange.
3. Items Not Eligible for Return
Certain products may not be eligible for return or exchange.
These may include:
* Items clearly marked as **Final Sale**
* Products that have been used or damaged
* Items that have been washed or altered
* Products with significant pet hair, stains, odors, or other signs of use
* Items that cannot reasonably be resold due to hygiene or safety considerations
Exceptions may apply where required by applicable law.
For returns requested because of a change of mind, incorrect selection, or another reason not caused by an error on our part, the customer is generally responsible for the return shipping cost.
Original shipping charges are generally not refundable unless required by applicable law or the return resulted from an error on our part.
We do not accept return shipments sent with postage due or freight collect unless previously authorized by our customer service team.
5. Damaged, Defective, or Incorrect Products
If your order arrives damaged, defective, or contains the wrong product, please contact us as soon as possible after delivery.
To help us investigate the issue, please provide:
* Your order number
* A description of the problem
* Clear photographs of the product
* Photographs of the shipping packaging, if relevant
After reviewing the information, we may offer an appropriate solution, which may include a replacement, exchange, refund, or other resolution depending on the circumstances.
Please do not dispose of a damaged product or its packaging before contacting us, as we may need additional information to assess the issue.
6. How to Request a Return or Exchange
Step 1 — Contact vlucom
Send an email to:service@vlucom.com
Please include your order number, the item you wish to return or exchange, and the reason for your request.
Step 2 — Wait for Return Instructions
Our customer service team will review your request and determine whether the item qualifies under this policy.
If approved, we will provide you with the applicable return instructions.
Step 3 — Send the Product
After receiving our instructions, carefully package the eligible item and ship it using the return method provided by our customer service team.
We recommend keeping your shipping receipt and tracking information until your return has been fully processed.
Step 4 — Product Inspection
Once the returned package arrives, we will inspect the item to determine whether it meets the conditions of this policy.
Step 5 — Refund or Exchange
If the return is approved, the applicable refund will be processed to the original payment method.
For approved exchanges, the replacement product will be arranged subject to availability.
7. Refund Processing
Once an approved return has been received and inspected, we generally process the applicable refund within **7 business days**.
The refund will normally be sent to the original payment method used for the purchase.
After we issue the refund, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.
The final processing time may vary depending on your financial institution or payment provider.
8. Refund Amount
For an approved return, the refund generally covers the eligible amount paid for the returned product.
Unless otherwise required by applicable law, the following may not be refundable:
* Original shipping charges
* Return shipping costs
* Other non-refundable fees, where applicable
If the return is related to an incorrect item, defective product, or an error made by us, we will review the circumstances and determine the appropriate refund or replacement.
9. Exchanges
Eligible products may be exchanged subject to product availability.
If you would like to request an exchange, please contact:
service@vlucom.com
Please provide your order number and the product you would like to exchange.
If the requested replacement is unavailable, we may offer a refund or another suitable solution.
10. Unauthorized Returns
Please always contact vlucom before shipping a return.
Packages sent without prior approval, sent to an incorrect address, or returned without the required order information may be delayed and may not qualify for a refund or exchange.
We are not responsible for items returned without following the return instructions provided by our customer service team.
11. Order Cancellation
If you need to cancel an order, please contact us as soon as possible after placing the order.
service@vlucom.com
We will make reasonable efforts to accommodate cancellation requests before an order enters processing or is shipped.
Once an order has been processed or shipped, cancellation may no longer be possible. In such cases, you may request a return after delivery, provided the order and product qualify under this policy.
12. Questions About Returns
If you have questions about a return, exchange, refund, damaged product, or any other issue with your order, please contact our customer support team.
service@vlucom.com
When contacting us, please include your order number whenever possible so we can assist you more efficiently.
13. Policy Changes
vlucom may update this Return & Exchange Policy when our products, services, business practices, or applicable legal requirements change.
Any revised version will be posted on this page with an updated effective date.
We recommend reviewing this policy before submitting a return or exchange request.
14. Contact Us
For all return, exchange, and refund inquiries, please contact our customer service team before sending any product back.
Customer Service Email:service@vlucom.com
Thank you for choosing vlucom.
Company Name: Shenzhen Heyidian Advertising Media Co., Ltd.
Address:Room 606, Shouchuang Business Building, No. 5 Longhua Guangchang 3rd Road, Fukang Community, Longhua Subdistrict, Longhua District, Shenzhen
Unified Social Credit Code: 91440300MAETN6G88W
Phone Number: 17727550406
Email:service@vlucom.com