Last updated: July 2026
Our goal is to make sure you and your cat love every AuroPet product. If you’re not completely satisfied, we’re here to help.
Overview
Our refund and returns policy lasts 30 days from the date of delivery. If 30 days have passed since your order was delivered, we cannot offer you a full refund or exchange.
To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original undamaged packaging.
Non-returnable items
The following items cannot be returned:
- Personal / sanitary pet products that have been opened or used (for hygiene reasons)
- Customized or personalized items made to order
- Any item that shows signs of use, damage, or missing parts due to reasons not caused by our error
- Items returned more than 30 days after delivery
Proof of purchase
To complete your return, we require your order number or purchase confirmation. Please do not send your purchase back without first contacting us.
How to start a return
- Email us at info@auropetofficial.com with your order number and reason for return.
- Our team will reply within 24 business hours with return instructions and the correct return address.
- Ship the item back as instructed. We recommend using a tracked shipping service.
Refunds
Once your returned item is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed and automatically credited back to your original payment method within 5–10 business days.
Late or missing refunds
If you haven’t received a refund yet:
- Check your bank account again.
- Contact your credit card company — it may take some time before the refund is officially posted.
- Contact your bank — there is often processing time before a refund shows in your account.
If you’ve done all of this and still have not received your refund, please contact us at info@auropetofficial.com.
Sale items
Only regular-priced items may be refunded. Sale / discounted items are final sale and cannot be refunded.
Exchanges
We only replace items if they arrive defective, damaged, or incorrect. If you need to exchange an item for the same product, email us at info@auropetofficial.com with your order number and photos of the issue.
Shipping for returns
You will be responsible for paying your own shipping costs for returning an item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund amount.
Shipping time for returned or exchanged items varies by location. We do not guarantee that we will receive your returned item, so we highly recommend using tracked shipping.
Damaged or defective items on arrival
If your item arrives damaged, defective, or incorrect, please contact us immediately at info@auropetofficial.com with photos of the item and packaging. We will arrange a free replacement or full refund, including all associated shipping costs.
Contact us
For any questions about refunds and returns, reach us at: info@auropetofficial.com