Refund policy

If something isn't right with your order, here's how returns and refunds work.

Return window
You have 30 days from delivery to ask for a return. Items need to be unused, in their original condition and packaging, with proof of purchase.

How to start a return
Email support@oryo.store with your order number and the reason for the return. We'll reply within 24 hours with instructions and the return address. We can't accept parcels sent back without asking us first.

Return shipping
You pay for return shipping, unless the item is damaged, faulty or not what you ordered. Original shipping fees aren't refunded.

Damaged, faulty or wrong items
Please check your order when it arrives. If something is damaged, faulty or wrong, email us a photo within 7 days of delivery at support@oryo.store. We'll send a replacement or give you a full refund, and you won't need to send the item back.

Items we can't take back
For hygiene reasons, we can't accept used grooming tools, opened chew toys or used bedding, unless they arrived damaged or faulty.

Exchanges
We don't do direct exchanges. If you need a different size or item, return the original and place a new order.

Refunds
Once your return arrives and we've checked it, we'll email you to say whether the refund is approved. Approved refunds go back to your original payment method within 10 business days. Your bank may take a few more days to show it. If it's been more than 15 business days since we approved your return, email support@oryo.store.