Refund policy

We want you and your pet to love everything you order from Aurevine Pets. If something isn't right, we're here to help. This policy explains how returns, refunds and replacements work for each type of product we sell.

1. Damaged, defective or wrong items

If your order arrives damaged, defective, past its expiry date, or is not the item you ordered, please email us at hello@aurevinepets.com within 7 days of delivery with your order number and clear photos of the item and packaging. We will send a free replacement or give you a full refund, including any shipping you paid. You will not need to return the item unless we ask you to.

2. Physical books

You may return books within 30 days of delivery for a refund, as long as they are unused, unmarked and in the condition you received them.
Return shipping costs are paid by the customer, unless the return is due to our error (see section 1).
Free gifts or bonus items included with your order must be returned with it, or their value may be deducted from your refund.

3. Ebooks and digital products

Because digital files are delivered instantly and cannot be returned, ebooks and other digital products are non-refundable once they have been delivered or downloaded.
If your file is faulty, will not open, or you did not receive your download link, contact us and we will resend it or fix the issue. If we cannot resolve it, we will refund you in full.
Digital bonuses included free with a physical purchase have no cash value and are not refunded separately.

4. Pet food, treats and supplements

For the health and safety of all pets, we can only accept returns of food, treats and supplements that are unopened, sealed and in their original packaging, within 30 days of delivery.
Opened or used consumables cannot be returned, unless they are damaged, defective or expired on arrival (see section 1).
If your pet does not tolerate a product, please stop using it and contact us. While opened items cannot be returned, we will do our best to help.

5. Pet supplies and accessories

Non-consumable pet supplies may be returned within 30 days of delivery if they are unused, clean, and in their original packaging with all tags and parts included.

6. How to start a return

Email hello@aurevinepets.com with your order number and the item(s) you want to return.
We will reply with return instructions and the return address. Please do not send items back without contacting us first, as unannounced returns cannot be processed.
Pack the item securely and use a tracked shipping service. We are not responsible for returns lost in transit.

7. Refunds

Once we receive and inspect your return, we will email you to confirm whether your refund is approved. Approved refunds are issued to your original payment method within 5–10 business days. Your bank or card provider may take a few extra days to show the refund. Original shipping charges are non-refundable, except where the return is due to our error.

8. Order cancellations

You can cancel your order free of charge within 12 hours of placing it, provided it has not yet been shipped. Email us as soon as possible with your order number. Once an order has shipped, it can no longer be cancelled, but you may return it under this policy.

9. Lost or undelivered parcels

If your tracking shows no progress or your order has not arrived within 20 business days of shipping, contact us and we will investigate with the carrier. If the parcel is confirmed lost, we will reship your order or issue a full refund. Please make sure your shipping address is correct at checkout: we cannot be responsible for parcels sent to an incorrect address provided by the customer.