Return & Refund Policy

Last updated: October 11, 2026

At Aura Pet Club, we want you to shop with confidence. Please read our Return & Refund Policy before placing an order.

1. Return Period

You may request a return within 30 days of receiving your order, subject to the conditions in this policy.

To qualify for a return, the item must be in its original condition, unused, with all original tags, accessories and packaging where applicable. Proof of purchase or your order number is required.

2. How to Request a Return

To request a return, email aurapetclub@gmail.com with:

Your order number
The item you wish to return
The reason for your return
Photos or videos, if the item is damaged, defective or incorrect

Please wait for our approval and return instructions before sending any item back. Returns sent without prior authorisation may not be accepted.

Return address: We will provide the applicable return address and instructions after reviewing your request.

3. Damaged, Defective or Incorrect Items

Please inspect your order when it arrives. If an item is damaged, defective or different from what you ordered, contact us as soon as possible at aurapetclub@gmail.com.

Include your order number and clear photos or videos showing the issue. We will review your request and explain the available resolution.

4. Items That May Not Be Returned

Unless required by applicable law, the following items may be excluded from returns:

Items that have been used, damaged after delivery or are not in their original condition
Personal care or hygiene products that have been opened or used
Personalised or custom-made products
Items marked as non-returnable on the product page
Gift cards

Other exclusions may apply where permitted by law. If you are unsure whether an item qualifies, contact us before sending it back.

5. Return Shipping

Once your return is approved, we will provide instructions on where and how to send the item.

Any return shipping charges, shipping-label arrangements or other return costs will be explained during the return approval process. Please do not send a return until you have received our instructions.

6. Exchanges

If you need a different item, contact us at aurapetclub@gmail.com. Depending on product availability and return eligibility, we may ask you to return the original item and place a separate order for the replacement.

7. Refunds

After we receive and inspect an authorised return, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method, where possible, within 10 business days of approval. The time it takes for the payment provider or bank to show the funds may vary.

If you have not received your refund after 15 business days from approval, contact us at aurapetclub@gmail.com.

Shipping fees, return costs and other charges, if applicable, will be handled in accordance with the terms communicated during the return process and applicable law.