Refund policy
RETURNS AND REFUNDS POLICY — COVE
PLEASE NOTE THAT WE DO NOT OFFER FREE RETURNS. IN ACCEPTED CASES, RETURN SHIPPING COSTS ARE BORNE BY THE CUSTOMER.
Can I return my order?
Yes, orders may be returned only under the conditions described below.
At COVE we have full confidence in the effectiveness of our product. That is why we offer a 90-day Satisfaction Guarantee, designed so that you can verify the real results on your pet before making any decision.
Why 90 days?
Our natural supplements require a minimum period of continuous use in order to show visible and measurable results.
For this reason, we only accept return requests once 90 calendar days have elapsed from the delivery date of your order.
Return requests submitted before this period cannot be processed, as the minimum treatment period required to properly assess the product's effectiveness would not have been completed.
Deadline for requesting a return
You have a period of 15 calendar days after the 90-day guarantee ends, that is, between day 91 and day 105 from the delivery date, to request your refund if you are not satisfied with the results.
- ❌ Before day 90: return requests are not accepted.
- ✅ Between day 91 and day 105: valid period to request a refund.
- ❌ From day 106: the guarantee period has expired.
Conditions for processing the return
In order to confirm that the treatment has been carried out correctly and to process your refund, we need to verify your pet's progress during the guarantee period.
For this reason, every return request must include:
- Month 1 photo: a clear image of your pet or of the treated area, as applicable, with the date clearly visible or correctly stated at the time it was taken.
- Month 2 photo: an image taken approximately 30 days after the first, also with the date clearly stated.
These photographs are essential to confirm that the product has been administered continuously throughout the treatment.
Without the month 1 and month 2 follow-up photographs with their corresponding dates, we will not be able to process the return.
You do not need to return the product
Unlike other policies, it is not necessary to return the product or its packaging.
Once we have verified the follow-up photographs and approved your request, we will issue a full refund of the amount paid to the original payment method.
You may keep the remaining product or dispose of it as you prefer.
How to request your return
Send an email to:
Subject: "Return request – 90-day Guarantee"
The email must include:
- Order number.
- Name of the account holder.
- Month 1 and month 2 photographs with the dates clearly stated.
You will receive a reply from our team within a maximum of 1–2 working days.
Once your request has been approved, the refund will be issued within 7 to 14 working days, depending on your bank.
Cases not covered by this guarantee
The 90-day Satisfaction Guarantee does not apply in the following cases:
- Requests submitted before day 91 from the delivery date.
- Requests submitted after day 105 from the delivery date.
- Orders that do not include the month 1 and month 2 follow-up photographs with their corresponding dates.
- Products purchased through unauthorised third parties, such as resellers, unofficial marketplaces, etc.
Return shipping costs
Return shipping costs are always borne by the customer.
- We do not offer free returns.
- We do not have a warehouse in Europe.
- Returns must be sent only to the address provided by our customer service team.
Never send a product back to the sender without contacting us first.
How to request a return
To start a return request, send an email to:
The email must include the following information:
- Order number.
- Reason for the request.
- Customer's full name.
- Full address.
- Photographs of the product, in the event of a defect or damage.
Once we receive the request, our team will review the case and provide the corresponding instructions.
Returns that have not been authorised in advance will not be accepted.
Refunds
Once we receive the returned product and confirm that it meets all the above conditions:
- The refund will be issued using the same payment method used to make the purchase.
- The refund will be processed within a maximum of 14 calendar days.
- The original shipping costs are not refundable.
Product damaged during shipping
If the product arrives damaged during transport:
- The customer must contact us within a maximum of 30 days from delivery.
- The customer must provide photographs or videos of the damage.
Once the case has been validated, a replacement product will be sent at no additional cost.
No cash refunds will be issued for damage caused during shipping.
Cancellations
Orders are processed automatically after the purchase is made.
Once order processing has begun, cancellations or refunds are no longer possible.
Additional information
- Returns are sent to our assigned warehouse in Asia.
- The customer is responsible for collecting the parcel if the carrier requires it.
- We reserve the right to reject any return that does not meet the conditions set out in this policy.