Return & Refund Policy
Last Updated: August 20, 2026
Cancelling an Order
• Before Dispatch: You can cancel your pet supply order any time before it ships. Contact us right away at queries@radovra.com with your order number, and once your cancellation is confirmed, we'll refund you in full to your original payment method.
• After Dispatch: Once an order has shipped, it can no longer be cancelled — but you're welcome to return it using the process below.
EU Customers: Your Right of Withdrawal
If you're an EU consumer, you have the statutory right to cancel your order within 14 days without giving a reason. This 14-day period starts from:
• The day you (or someone you designate) receive the pet supply goods; or
• For orders shipped in multiple parcels, the day you receive the final parcel.
What's Not Covered by This Right
• Personalized Items: Custom or made-to-order pet products, such as engraved ID tags or personalized pet accessories.
• Sealed Hygiene Products: Pet grooming products such as shampoos, dental care items, and hygiene accessories that were sealed for safety reasons and have been unsealed after delivery.
Returning an Item
Conditions
• Notification Window: You have 14 days from delivery to tell us you'd like to return a pet supply item. After that, you have a further 14 days to send it back.
• Item Condition: Items must be unused, unopened, with any protective seals intact, and returned in their original packaging where possible.
Steps to Follow
• Step 1 – Contact Us: Email queries@radovra.com with your order number, the pet supply item(s) you'd like to return, and your reason for returning.
• Step 2 – Pack Your Return: Use the original packaging where possible, keep any protective seals as intact as circumstances allow, and pack securely to avoid transit damage.
• Step 3 – Ship It Back: Send the parcel to the return address we provide once your return is confirmed.
• Return Address: [Return address to be confirmed — please contact us before sending any return]
We recommend using a trackable shipping service and keeping your receipt. Please send us the tracking number once your return is on its way. If the return address is located outside the EU, please also keep any customs paperwork related to the return shipment.
Who Covers Return Shipping?
Return shipping is paid by the customer. We refund the product price plus the original standard shipping fee, where applicable.
Refunds
• Processing Time: We inspect and process returns within 72 hours of arrival at our facility.
• Refund Timeline: Once processed, your refund is issued within 14 business days, though your bank's own processing time may add a few extra days.
• Refund Method: Refunds go back to the payment method used for the original order.
Haven't Received Your Refund Yet?
• Check with your bank or card provider — processing times vary.
• Use your order confirmation email when following up, to help speed things along.
• Still stuck? Reach out to us at queries@radovra.com and we'll help sort it out.
Damaged or Incorrect Items
Contact us within 7 days of delivery at queries@radovra.com with your order number, clear photos of the damaged or incorrect pet supply item, and a short description. We aim to resolve reported issues within 48 hours, offering either a full refund (including shipping costs) or a free replacement / prepaid return label.
Exchanges
We don't currently offer direct exchanges. If you need a different size, variant, or pet supply item, return your original purchase for a refund and place a new order for what you'd like instead.
Contact Us
• Email: queries@radovra.com
• Registered Company: KINGSWELL S.R.L.
• Company Registration Number: J2026039666004
• Subject Format: "Return Request – Order #[YOUR ORDER NUMBER]"