Return & Refund Policy
Last Updated: November 11, 2026
1. Our Approach to Returns
At Hirvago, we understand that finding the right products for your pet sometimes involves trying to determine the correct size, selecting a suitable grooming accessory, or choosing an item that fits your pet's everyday routine.
We want customers to have clear information about what happens if a purchase does not meet their expectations.
This Return & Refund Policy explains how to request a return, which products may qualify, how refunds are handled, and what to do if an item arrives damaged, defective, or incorrect.
This policy applies to purchases made through our official website:
https://hirvago.com/
Nothing in this policy limits consumer rights that cannot legally be excluded or restricted.
2. Our 30-Day Return Window
Customers may request a return of an eligible product within 30 calendar days after the date of delivery.
To qualify for a standard change-of-mind return, the product should generally:
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Be unused, unworn, and unwashed.
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Remain in its original condition.
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Include its original packaging, accessories, and supplied components.
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Show no damage caused by improper handling or use.
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Be accompanied by an order number or other proof of purchase.
Products must also meet any applicable category-specific conditions described below.
A return request does not automatically mean the item has been approved for return. Our customer support team will review the request and provide the appropriate instructions.
If an item is faulty, damaged, or incorrectly supplied, different remedies may apply under this policy and relevant consumer protection laws.
3. How to Request a Return
Please contact our customer support team before sending any product back.
Return Request Email: service@hirvago.com
Customer Service Phone: +1 (267) 866-2231
To help us review your request, please provide:
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Your order number.
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The email address used at checkout.
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The name of the product you wish to return.
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The reason for your return.
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Photographs, if the request involves damage, defects, or an incorrect item.
Our team will review the information and advise whether additional details are needed.
If the return is authorized, we will provide instructions for the next steps, including the appropriate return destination.
Please do not ship items to our registered business address unless our support team specifically instructs you to do so.
4. Return Conditions for Pet Clothing
Pet clothing, including raincoats and similar wearable accessories, may be eligible for a standard return when the item is:
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Unworn by the pet, except for any limited handling necessary to inspect the product.
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Clean and free from pet hair, odors, stains, or signs of outdoor use.
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Unwashed and unaltered.
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Returned with its original tags, packaging, and included accessories, where applicable.
We encourage customers to review product measurements before purchasing.
Pets differ in body shape, even when they have similar weights or belong to the same breed.
A size recommendation or chart is intended as shopping guidance and does not guarantee a particular fit.
If you receive an incorrect size because we supplied a different variant from the one ordered, please contact us so we can review the issue.
5. Return Conditions for Dog Boots and Paw Protection
Protective footwear and dog boot covers require particular attention to cleanliness and condition.
For standard change-of-mind returns, these products should generally be:
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Unused outdoors.
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Free from dirt, mud, moisture, and visible wear.
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Free from pet hair and odors.
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Returned as a complete set with any included straps or accessories.
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In their original condition and packaging.
Please check the product's sizing guidance and measure your pet's paws before ordering.
A product that has been worn outdoors or shows substantial signs of use may not qualify for a voluntary return.
This restriction does not remove applicable rights relating to defective, damaged, or incorrectly supplied goods.
6. Grooming Tools and Personal Care Accessories
Our grooming selection may include brushes, deshedding tools, hair-removal accessories, flea combs, nail grinders, and other pet care products.
For hygiene and product-condition reasons, used grooming tools may not be eligible for standard change-of-mind returns, where permitted by applicable law.
An unused grooming product may qualify when it is returned in its original condition with all included components.
Products with removable parts, attachments, or accessories should be returned complete.
If a grooming tool arrives defective or develops a fault covered by applicable consumer protections, please contact us regardless of whether the product has been used.
We will review the issue and advise on available remedies.
7. Electronic and Battery-Operated Pet Products
Certain Hirvago products may contain electrical components, rechargeable batteries, charging cables, or motorized features.
For voluntary returns, electronic products should generally be unused, complete, and free from damage caused by misuse.
Please include any original charging accessories, attachments, and supplied components.
If an electronic item does not operate as described, please contact us with:
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Your order number.
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A description of the problem.
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Photographs or a short video, where reasonably helpful.
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Information about any troubleshooting steps already attempted.
Our team may provide basic troubleshooting guidance before determining the appropriate resolution.
Please stop using an item if it appears damaged, overheats unexpectedly, or presents a potential safety concern.
We do not require customers to continue using a potentially unsafe product to demonstrate a defect.
8. Pet Toys and Interactive Products
Pet toys and interactive accessories may be eligible for a standard return if they are unused and remain in their original condition.
Products showing significant chewing, scratching, contamination, or other signs of use may not qualify for voluntary returns.
Please inspect toys before allowing your pet to use them.
Pet toys should be selected according to the animal's size, behavior, and play style, with appropriate supervision.
If a toy arrives broken, incomplete, or materially different from its description, contact our support team for assistance.
Applicable rights concerning defective or incorrectly supplied products remain unaffected.
9. Items That May Not Qualify for Voluntary Returns
Depending on the product's condition and applicable law, we may decline a standard change-of-mind return for items that:
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Have been used, washed, or substantially worn.
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Have been contaminated with pet hair, bodily fluids, or other substances.
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Show damage caused by misuse or improper handling.
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Are missing essential components or accessories.
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Have been altered or modified after delivery.
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Are specifically identified as non-returnable before purchase, where such exclusions are legally permitted.
These conditions apply to voluntary returns and do not override mandatory remedies for faulty, damaged, or incorrectly supplied products.
10. Wrong, Damaged, or Defective Products
If you receive a product that is damaged, defective, incomplete, or different from the item ordered, please contact us.
We recommend reporting visible delivery-related issues within 7 days after delivery, where reasonably possible.
This suggested timeframe helps us review shipping and product concerns promptly. It is not a deadline that removes your statutory consumer rights.
Please include your order number and a description of the issue.
Photographs of the item, packaging, or affected components may help us assess the situation.
Depending on the circumstances, available resolutions may include:
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Replacement of the affected product.
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Provision of a missing component, where appropriate.
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Repair or another suitable remedy, where applicable.
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A partial refund, where appropriate and agreed.
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A full refund when warranted.
The available remedy will depend on the nature of the issue, applicable law, and the circumstances of the purchase.
Where a return is necessary because of a confirmed defect, shipping damage, or our fulfillment error, Hirvago will cover reasonable return shipping costs as required by applicable law and the agreed return procedure.
11. Products That Do Not Fit Your Pet
We understand that sizing can be difficult, particularly for pet clothing and footwear.
If you ordered a size that does not fit, please contact us within the applicable return window.
An eligible, unused product may qualify for a return under our standard conditions.
If an alternative size is available, our team may discuss the available options with you.
Size exchanges are subject to product availability and return eligibility.
If a direct exchange cannot be arranged, you may need to return the eligible item and place a separate order for the preferred size.
For change-of-mind returns caused by a customer's size selection, return shipping is generally the customer's responsibility unless otherwise required by law or agreed by Hirvago.
If we supplied a size different from the one ordered, we will review the matter as an incorrect-item issue.
12. Exchanges and Replacements
We review exchange requests according to product availability, item condition, and the reason for the request.
Direct exchanges may not be available for every product or destination.
If a replacement is appropriate because an item arrived damaged, defective, or incorrect, we will explain the available resolution.
For voluntary size or preference changes, return conditions and any applicable shipping charges will be communicated before proceeding.
Please contact customer support rather than placing an unauthorized return shipment.
13. Return Shipping Costs
Responsibility for return shipping depends on the reason for the return.
Change-of-Mind Returns
Customers are generally responsible for return shipping costs when returning an eligible product because of personal preference, an incorrect size selection, or a change of mind.
Defective, Damaged, or Incorrect Products
Where the return is necessary because of a confirmed product defect, shipping damage, or an error in fulfilling your order, Hirvago will cover reasonable return shipping costs when required by law or under the agreed resolution.
Please contact us before purchasing a return shipping label or sending the item back.
We may provide specific shipping instructions or an alternative resolution.
Original shipping charges will be refunded where required by applicable law or where expressly included in the approved resolution.
14. Where to Send Your Return
Return destinations may differ depending on the product, fulfillment arrangement, and location of the customer.
For this reason, we do not publish our registered business address as a general return destination.
After reviewing an eligible return request, our support team will provide the appropriate shipping instructions.
Please use the return address supplied for your specific request.
Unauthorized shipments to an incorrect address may cause delays or make it difficult to identify the returned product.
We recommend using a trackable shipping service and keeping your shipping receipt until the return is resolved.
15. What Happens After We Receive Your Return?
Once an authorized return arrives at the designated facility, the item may undergo an inspection.
We generally aim to complete this review within 3–5 business days after receipt.
The review may include checking:
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The product's condition.
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Whether the returned item matches the authorized request.
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Whether the required accessories are included.
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Whether the item meets the applicable return conditions.
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Any reported damage or defect.
If additional information is needed, we may contact you.
The inspection period is an estimate and may vary depending on the circumstances.
16. Refund Approval and Processing
When a refund is approved, it will generally be issued to the original payment method used for the purchase.
Approved refunds are generally processed within 5–10 business days.
This processing estimate is separate from any additional time required by your bank, card issuer, or payment service provider to post the funds to your account.
The actual timing may vary depending on the payment method and financial institution.
If applicable law requires a different refund timeframe, that legal requirement will take priority.
We do not guarantee that funds will appear in your account immediately after a refund has been initiated.
17. Partial Refunds
In certain circumstances, a partial refund may be appropriate.
For example, a customer may agree to keep an item with a minor issue in exchange for a reasonable price adjustment.
Any partial refund will depend on the circumstances and, where appropriate, the customer's agreement.
We will not use a partial refund to replace a mandatory consumer remedy without the customer's legally valid agreement.
If a return is received in a condition that does not meet the stated voluntary return requirements, we will review the circumstances before determining the available options.
18. Refunds That Have Not Appeared
If you have been informed that a refund was approved but the funds have not appeared, please first check the original payment account.
Depending on the payment method, the refund may take additional time to appear in your transaction history.
You may also contact your bank or payment provider for information about its processing schedule.
If the expected period has passed and you still cannot locate the refund, contact service@hirvago.com with your order number.
Our team can review the available refund information and provide assistance.
19. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible after placing it.
Cancellation requests are reviewed based on the order's current fulfillment status.
If an order has not entered a stage where cancellation is no longer possible, we may be able to stop processing and arrange the appropriate refund.
Once an order has been prepared for dispatch or handed over to a shipping carrier, cancellation may no longer be possible.
If the order has already shipped, the applicable return process may be available after delivery.
Nothing in this section limits any mandatory cancellation or withdrawal rights provided by applicable law.
20. Orders Returned by the Carrier
A package may be returned to the sender because of an incomplete address, unsuccessful delivery attempts, refusal of delivery, or failure to collect the shipment.
If this occurs, please contact us.
We will review the available carrier information and the circumstances of the return.
Depending on the reason, available options may include reshipment or refund.
Reasonable additional shipping charges may apply when the return results from customer-provided information or actions, where permitted by applicable law.
If the issue results from our error or a failure for which we are legally responsible, the applicable consumer remedies will remain available.
21. Purchases Made Outside Our Official Website
This policy applies to orders placed directly through https://hirvago.com/.
If you purchased an item through a different retailer, marketplace, or third-party website, please contact the original seller regarding its applicable return procedures.
We may be unable to access or modify orders placed through unrelated sales channels.
22. Consumer Rights and Applicable Law
Customers may have additional rights under the consumer protection laws of their country, state, or region.
These rights may include remedies for products that are defective, not as described, or otherwise fail to meet applicable legal requirements.
Where mandatory legal protections provide rights beyond the voluntary return conditions described in this policy, those protections will apply.
No provision in this policy is intended to exclude or restrict rights that cannot legally be waived.
23. Changes to This Policy
Hirvago may update this Return & Refund Policy to reflect changes in business operations, product offerings, fulfillment procedures, or legal requirements.
Any updated version will be published on our official website.
Changes will not retroactively remove rights that customers have already acquired under applicable law or the terms governing their purchase.
24. Contact Hirvago for Return Assistance
If you have questions about return eligibility, product concerns, exchanges, cancellations, or refunds, please contact our customer support team.
Store Name: Hirvago
Customer Support Email: service@hirvago.com
Customer Service Phone: +1 (267) 866-2231
Official Website: https://hirvago.com/
We aim to respond to customer inquiries as promptly as possible during our regular business days. Response times may vary depending on inquiry volume and the nature of the request.
For order-related assistance, please include your order number.
Legal Operator: Hefei Chengyun Technology Co., Ltd.
Business License Entity: Hefei Chengyun Technology Co., Ltd.
Registered Business Address:
Commercial Unit G104, Building 16
Donghe Lijing, Xinyuan Residential Community
No. 85 Changjiang East Road
Longgang Comprehensive Economic Development Zone
Yaohai District, Hefei, Anhui, China
Important: The registered business address is not a designated return facility. Please contact customer support for authorization and return shipping instructions before sending any products.
Thank you for choosing Hirvago. We appreciate the opportunity to help you find practical products for your pets and are here to assist when a purchase needs additional attention.