We offer a hassle-free 30-day return policy. You have 30 days after receiving your item to request a return.
We process orders quickly to ensure fast delivery for your furry friends. If you need to cancel or change your order, please contact us via Live Chat within 24 hours of placing it for a full, penalty-free refund. Cancellations requested after 24 hours will be subject to a 20% cancellation fee to cover processing costs. Once an order has been shipped, it cannot be cancelled.
To be eligible for a standard return, your item must be in the same condition that you received it—unworn, unused, with tags, and in its original packaging. Proof of purchase is required. Please note that we do not accept returns on final sale items or gift cards.
To start a return, you must contact us first via Live Chat on our website or email us at aurapetsupport@gmail.com. We are happy to provide Free Return Shipping for our customers and will supply you with a return shipping label. However, please note that a 20% restocking fee will be deducted from your final refund amount to cover handling and processing.
We want your pet to have the best! Please inspect your order upon delivery. If the item is defective, damaged, or if you received the wrong item, contact us immediately via Live Chat. There is no need to send damaged items back to us. Simply provide a clear photo or video showing the issue, and we will happily arrange a free replacement or issue a full refund immediately (without any restocking fee).
Once we receive and inspect your return at our warehouse, we will let you know if the refund is approved. If approved, you will be refunded on your original payment method within 10 business days (minus the 20% restocking fee). If more than 15 business days have passed since approval, please contact us via Live Chat or at aurapetsupport@gmail.com.
