Refund policy

Return and Refund Policy

This policy applies to purchases made on dunavero.com, operated by YUNHAI KUAJING TRADE CO., LIMITED, 148 Electric Road, North Point, Hong Kong SAR.

Return window

You have 30 days from the delivery date to request a return. To be eligible, the collar must be unused, unworn by an animal, free of hair and odour, and returned in its original packaging.

Items that have been worn, washed, altered, or damaged after delivery cannot be accepted unless the item arrived faulty or incorrect.

How to start a return

Email info@dunavero.com with your order number and the reason for the return. We reply within 2 business days and will confirm whether your request is approved and give you the return address.

Please do not send anything back before you have received a return confirmation from us — unannounced returns cannot be traced to your order and may not be refunded.

Return shipping costs

Faulty, damaged, or incorrect items: we cover return shipping. Send us a photo with your request and we will arrange it.
Change of mind, wrong size ordered, or no longer wanted: you pay the return shipping. We recommend a tracked service — we cannot refund a parcel that does not reach us.

Original outbound shipping charges are refunded only where the item was faulty, damaged, or incorrect.

Refunds

Once your return arrives and passes inspection, we issue the refund to your original payment method within 5 business days. Your bank or card issuer may take a further 5–10 business days to post the funds to your account; that part is outside our control.

We will email you when the refund is issued. If more than 15 business days have passed since that email and you still do not see the money, contact your bank first, then email us.

Exchanges

We do not process direct exchanges. If you need a different size, return the original item for a refund and place a new order. This is faster than an exchange and means the size you want is not held up waiting for your return to arrive.

Faulty or incorrect items

If your order arrives damaged, faulty, or is not what you ordered, email info@dunavero.com within 30 days of delivery with your order number and photos. We will replace the item or refund it in full, including shipping, at your choice.

Order cancellation

Orders can be cancelled for a full refund at any time before they are dispatched. Email us as soon as possible — once a parcel has left our fulfilment centre it must be handled as a return.