Refund policy

Refund & Return Policy

Last Updated: June 4, 2026

At Aurapety, we are committed to providing a smooth and satisfying shopping experience for you and your furry family members. If your purchase does not meet your expectations, our support team is here to assist you.

1. Return Eligibility

We offer a 30-day return policy from the date your order is delivered.

To be eligible for a return, the item must meet the following conditions:

  • The item must be unused and unopened.
  • The item must be in its original condition and packaging.
  • Original tags, accessories, and seals (if applicable) must be intact.
  • Proof of purchase (order confirmation or receipt) is required.

Returns requested after 30 days from the delivery date will not be accepted.

2. Non-Returnable Items

For hygiene and pet safety reasons, certain items cannot be returned if they have been used or opened.

The following items are not eligible for return:

  • Used, washed, damaged, or pet-hair-covered items.
  • Custom or personalized products.
  • Gift cards (all gift card sales are final and non-refundable).

However, these items may be returned if they are completely unused, unopened, and in their original packaging, where applicable.

3. How to Initiate a Return

To request a return, please follow these steps:

  • Email us at support@aurapety.com within 30 days of delivery.
  • Include your order number, item details, and reason for the return.
  • Attach photos if the item is damaged, defective, or incorrect.

Our team will respond within 1–2 business days. If your return request is approved, we will send you a prepaid return shipping label and return instructions by email.

Return Address

Aurapety Returns
1606 Route 82
Lagrangeville, NY 12540
United States

Important: Items sent back without prior return authorization will not be accepted or refunded.

4. Return Package Requirements

Please ensure the following when returning your item:

  • Securely pack the product in its original packaging.
  • Include a copy of your order confirmation or invoice, if available.

This helps us identify and process your return more efficiently.

5. Return Shipping & Fees

  • Defective, damaged, or incorrect items: Return shipping is fully covered by us.
  • Change of mind or incorrect size: A prepaid return label will be provided at no cost to the customer.
  • Restocking Fee: We do not charge any restocking fees.

6. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If your item arrives damaged, defective, or incorrect, please contact us within 30 days of delivery and provide:

  • Your order number.
  • A description of the issue.
  • Clear photos of the product and packaging.

We will work to resolve the issue and may offer a replacement shipment or a refund in accordance with this policy.

7. Refunds

Once your returned item has been received and inspected, we will send you an email confirming the status of your refund.

Approved refunds are issued to your original payment method within 10 business days after the returned item has been received and inspected.

Please note that your bank or payment provider may require additional time to post the refund to your account.

If you have not received your refund after this period, please contact us at support@aurapety.com.

8. Order Cancellations

To cancel an order, please email support@aurapety.com immediately with the subject line:

Order Cancellation – [Your Order Number]

  • Orders may be cancelled and fully refunded if they have not yet been processed or shipped.
  • If the order has already been shipped, it cannot be cancelled. However, you may return the item after delivery in accordance with this policy.

9. Exchanges

We do not offer direct exchanges.

If you would like a different product, size, or variant, please:

  • Return the original item for a refund.
  • Place a new order separately.

10. Contact Information

If you have any questions regarding returns or refunds, please contact us:

Email: support@aurapety.com
Phone: +1 (845) 318-6802
Business Address: 1606 Route 82, Lagrangeville, NY 12540, United States
Support Hours: Monday–Friday, 9:00 AM – 5:00 PM (ET)