Refund policy

Last updated: May 27, 2026

This Return and Refund Policy applies to all products purchased through skvonm.shop. We are committed to ensuring your satisfaction with every purchase of our premium pet stairs, dog ramps, and companion animal mobility solutions.

  1. Return Window We accept returns within 30 days of the delivery date. If 30 days have passed since your order was delivered to your designated address in Nigeria, unfortunately, we cannot offer you a refund, credit, or exchange.
  2. Eligibility for Returns (Strict Pet Hygiene and Safety Standards) Due to strict veterinary health guidelines, biological safety protocols, and animal hygiene regulations regarding pet furniture and bedding accessories, our pet stairs must satisfy the following comprehensive criteria to be authorized for a return processing run:
  • The pet stairs or ramp must be in the exact same condition that you received it: completely unused, unwashed, and unaltered.
  • The item must display zero signs of personal or animal wear, including pet hair, claw scratches, soil stains, biological odors, saliva, or fabric snags.
  • All original component materials, internal foam cores, removable fabric covers, support structures, and attached product tags must be returned intact.
  • The product must be returned secure in its original factory packaging box to prevent permanent bending, compression, or textile damage during transit.
  • You must provide a valid digital receipt or proof of purchase.
  • Non-returnable items: Gift cards, custom-built or personalized pet text inscriptions, and any pet stairs that have been assembled or utilized by an animal.

Items sent back to us without first submitting a formal email return application and receiving written approval will be rejected.

  1. Return Process To initiate a pet stairs return, please review and fulfill our verified sequence below:
  • Step 1: Contact our customer support team at support@skvonm.shop or call +61 468-113-345 with your official order number, reason for return, and clear digital photographs demonstrating the pristine, unused condition and original packaging of the product.
  • Step 2: If your return application is approved, we will issue an official return shipping label via email, alongside specific instructions on how and where to route your package.
  • Step 3: Pack the items securely inside its original factory cardboard shipping box with sufficient structural protective reinforcement to avoid crushing, and attach the provided return label.
  1. Return Shipping Fee and Restocking Fee
  • Defective or Damaged Products: If the pet stairs arrive with severe manufacturing flaws (such as broken structural frames, defective zippers, or torn fabric seams) or were damaged by the carrier during transit, we will fully cover the return shipping cost.
  • Customer Remorse: If you purchased an incorrect size format for your bed layout, picked a color scheme that conflicts with your room decor, or your pet refuses to utilize the ramp, we will cover the return shipping cost to guarantee an absolute premium, risk-free buying experience for our Nigerian customers.
  • Restocking Fee: We do not charge any restocking fee on returns.
  1. Return Address Please do not send your purchase back to the product manufacturer. Returns must be sent directly to our verified corporate registry and administrative fulfillment address: MELBOURNE, 3000, VICTORIA, AUSTRALIA
  2. Refunds We will notify you immediately via email once we have received, unboxed, and conducted a thorough hygienic and structural inspection on your returned pet items. We will communicate whether the refund was approved or declined based on our quality and sanitary compliance standards. If approved, your refund will be automatically executed back onto your original payment method within 10 business days. Please remember it can take some time for your bank, credit card entity, or local Nigerian financial institution to process and post the refund transaction too.
  3. Exchanges Due to international logistics timelines and structural health regulations, the fastest way to secure the exact size or color layout you desire is to return the unopened item you have, and once the return is formally accepted, make a separate purchase for the new pet stairs configuration.
  4. Contact Us If you have any questions about our Returns and Refunds Policy, please contact our support desk: Email: support@skvonm.shop Phone: +61 468-113-345 Address: MELBOURNE, 3000, VICTORIA, AUSTRALIA Support Hours: Monday to Friday, 9:00 AM - 5:00 PM (AEST/AEDT - Australian Eastern Time)