Return & Refund Policy
This policy applies to purchases made through gontravo.com, operated by Guangzhou Bana General Merchandise Co., Ltd.
Our voluntary return policy is described below. It does not limit mandatory rights relating to cancellation, defective goods, incorrect items, or products that do not match their description.
30-Day Return Requests
For a change-of-mind return, contact us within 30 calendar days after delivery.
Please provide your order number, the item you wish to return, and the reason for your request. A reason helps us assist you but is not required where applicable law allows cancellation without one.
Email: service@gontravo.com
Change-of-Mind Return Condition
Items should be clean, complete, and in a condition suitable for resale. Please include the supplied accessories, instructions, and original packaging where reasonably available.
Opening packaging to inspect an item does not automatically make it ineligible.
The following conditions apply to our voluntary change-of-mind returns:
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Pet hair removal gloves, brushes, and combs should be free from collected hair, dirt, and signs of grooming use.
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Electric grooming products and nail grinders may be briefly checked for operation in accordance with their instructions, but should not show signs of grooming or nail grinding.
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Dog toys should not have been chewed, soiled, or used by a pet.
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Raincoats and soft puppy booties may be briefly tried on indoors to assess fit, provided they remain clean, unwashed, and undamaged.
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Disposable dog booties should not have been worn. Opening the package to inspect the contents does not by itself prevent a return of the complete, unused product.
These conditions do not remove rights concerning defective, unsafe, incorrect, or misdescribed products.
How to Return an Item
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Email service@gontravo.com with your order details.
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We will provide the appropriate return address and instructions.
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For a voluntary return, send the item within 14 calendar days after receiving those instructions, unless we agree otherwise.
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Keep proof of postage and any available tracking information.
Do not use the company’s registered address or the address on the original parcel unless we specifically confirm it as the return address.
Returns may need to be sent to China. We will confirm the destination before you incur return shipping costs.
Our return process does not restrict a valid statutory cancellation notice or a mandatory return deadline.
Return Shipping Costs
For a change-of-mind return, you are responsible for return postage where permitted by law and disclosed before purchase.
If we sent an incorrect item, or the product is defective or materially different from its description, we will cover reasonable and necessary return shipping costs through a prepaid label or an agreed reimbursement arrangement.
We do not charge a fixed restocking fee.
Damaged, Defective, or Incorrect Items
Contact us when you discover an issue. Explain the problem and provide photos or a short video where reasonably available.
We will assess the issue and arrange an appropriate remedy, which may include replacement, repair, or refund, depending on the circumstances and applicable law.
A product is not automatically excluded from a defect claim because it has been opened, tried, or used.
Wear, chewing, or other damage will be assessed against the product’s intended purpose, description, instructions, and the circumstances. Such damage does not automatically prove or disprove a defect.
Refund Processing
For voluntary returns, we generally inspect the item within 3–5 business days after receiving it.
Once a refund is approved, we will initiate it to the original payment method within 5 business days, or sooner where required by law.
Your bank or payment provider may need additional time to post the funds. We will notify you when we initiate the refund.
Where a statutory refund deadline applies, it takes priority over these processing estimates.
Shipping Charges and Refund Amounts
For voluntary change-of-mind returns, original shipping charges are generally not refunded unless applicable law requires otherwise.
We will not retrospectively charge shipping for an order that originally qualified for free shipping.
Where statutory cancellation rights apply, we will refund standard outbound delivery charges when required. Extra charges for an optional upgraded delivery service may be excluded where permitted.
Any legally permitted deduction for diminished value will be explained and assessed individually. We will not apply an automatic deduction simply because packaging was opened.
Exchanges
Contact us if you need a different size or option. We will explain whether a direct exchange is available or whether a return and separate order is required.
Order Cancellation
Contact us as soon as possible if you wish to cancel before dispatch. If your order has already shipped, the applicable return procedure will apply.
Contact
Email: service@gontravo.com
Customer Service: +1 6806003294
Operated by: Guangzhou Bana General Merchandise Co., Ltd.