We hope you will be happy with your Yora purchase; however, we will be happy to refund a product, subject to our discretion, if your pet doesn’t get on with our products.
If we deliver the incorrect product or your purchase arrives damaged, we will arrange to replace or refund the item.
Please ensure you have selected your product carefully and it is as you require before purchase including size, colour and description. All postage costs to return a product that has been incorrectly ordered are at the expense of the consumer. Products maliciously damaged will not be refunded.
Most dogs love Yora, but if yours doesn't let us know and we'll refund you, subject to our discretion. We don't require you to send the product back to us but request that you give it to a friend or animal shelter as part of our efforts to reduce waste.
Please always try to check your delivery upon receipt. If you are signing for goods that are damaged, please mark the delivery note as “damaged”. If you are unable to check the item at the time of delivery, please mark the delivery note as “unchecked”. Please retain the original packaging in case you need to return your purchase.
Contact us on firstname.lastname@example.org at your earliest convenience with your order number, which can be found on the invoice or in the confirmation email we sent at the time of purchase. Please include details of the problem and where you would like the parcel to be conveniently collected from. Whilst the products are in your possession it is your responsibility to ensure they are kept safe and available to collect. On receipt of the returned goods, Yora will arrange to replace or refund your product as you prefer.
In the unlikely event your product is received damaged, please contact us by email: email@example.com immediately with your order number and a photo of the damaged goods, which can be found on the invoice or in the confirmation email we sent at the time of purchase.
It is your responsibility to sign for the correct number of parcels as shown on the carrier’s consignment note. Any shortages must be noted on the consignment note and notified to us by the purchaser within 3 days of delivery by emailing: firstname.lastname@example.org
It is your responsibility to notify us of any incorrect goods supplied within 14 days of delivery by emailing us: email@example.com
If you wish to cancel your order and your item has already been dispatched, please ensure that you return your purchase to us in its original packaging within 14 days of receipt in order to obtain a refund excluding postage costs. All shipping costs to return a cancelled order are at the cost of the consumer.
Thanks for joining the pack,
and the Yora Team