Last updated September 2026 · heylovi is the direct seller of record for every order.
We accept returns only for items that arrive damaged, turn out to be defective, or are not what you ordered.
Email photographs, or a short video of the fault, to hello@heylovi.com within 7 days of delivery and we refund the full amount or send a replacement at no cost, whichever you prefer. You do not need to ship the item back unless we ask.
Pet products are personal. Once a bed, bowl, toy, leash or grooming tool has been used by one animal, it cannot safely or hygienically go to another. So we cannot accept returns of items that have been used, or returns because you changed your mind.
A full refund is everything you paid us, including the shipping charge.
Refunds go back to the payment method you used, usually within 5 to 10 business days of our confirmation.
Because we cannot take back used or unwanted items, check size, materials and care on the product page first. If you are unsure about anything, ask us before ordering and we will help.