Refund policy

30-day returns. If you're not happy with your purchase, you can request a return within 30 days of delivery.

How it works
1. Email virtuoai@icloud.com with your order number and the reason for the return.
2. We'll reply within 1–2 business days with return instructions. Please don't send items back without contacting us first, since returns go to a different address than the one on the package.
3. Once we receive and inspect the item, we'll refund your original payment method within 5–7 business days.

Conditions
- Items should be unused, clean and in their original packaging.
- For hygiene reasons, used bowls, toys and grooming tools can't be returned unless they arrived damaged or defective.
- Return shipping is paid by the customer unless the item arrived damaged, defective or wasn't what you ordered.
- Original shipping charges aren't refundable.

Damaged, defective or wrong item? Email us within 30 days of delivery with a photo, and we'll send a free replacement or a full refund. You usually won't need to send anything back.

Kits: Kits are returned as a complete set. If one piece is damaged, we'll replace just that piece.

Cancellations: Orders can be cancelled for a full refund until they ship.