Refund policy

Last updated: October 2, 2026

At Cenova, we want you and your pet to love your purchase. If something isn't right, we're here to help.

30-Day Return Window

You have 30 days from the date you receive your order to request a return. To be eligible, the item must be unused, in the same condition you received it, and in its original packaging, with all parts and accessories included. Proof of purchase (order number) is required.

How to Start a Return

To start a return, email us at marloncg50@gmail.com with your order number and the reason for the return. If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Unless the item arrived damaged, defective or incorrect, the customer is responsible for return shipping costs. We recommend using a trackable shipping service, as we cannot be responsible for returns lost in transit.

Damaged, Defective or Incorrect Items

Please inspect your order when it arrives. If your item is damaged, defective, or you received the wrong item, contact us within 7 days of delivery with your order number and clear photos or a short video showing the issue. We will send you a free replacement or issue a full refund, at no cost to you.

Non-Returnable Items

• Items that have been used, washed, or filled with food or water (for hygiene reasons), unless defective.
• Items damaged through misuse or normal wear and tear.
• Gift cards and sale items marked as final sale.

Exchanges

The fastest way to get a different color or item is to return the item you have and, once the return is accepted, place a separate order for the new item.

Order Cancellations

You may cancel your order free of charge within 24 hours of placing it by emailing us. Once an order has been processed or shipped, it can no longer be cancelled, but you may return it under this policy.

Refunds

Once we receive and inspect your return, we will notify you whether the refund was approved. Approved refunds are issued to your original payment method within 5–10 business days. Please note that your bank or card issuer may take additional time to post the refund. Original shipping charges are non-refundable unless the item arrived damaged, defective or incorrect.

If more than 15 business days have passed since your refund was approved and you still have not received it, please contact us at marloncg50@gmail.com.

Questions

For any questions about returns or refunds, contact us at marloncg50@gmail.com. We usually reply within 24–48 hours (Monday to Friday).