Refund Policy

Please note - With the current disruption to Royal Mail following the staff strikes we advise looking into their turn around times for deliveries if using their service for your order return.

Returns

Please contact us by email or via the website to let us know you would like to arrange a return within 14 days of your order. If 14 days have gone by, unfortunately we can’t offer you a refund or exchange. Products must be returned as they were received, with tags attached and in the same condition.

Your item must be unused and in the same condition that you received it. Several types of goods are exempt from being returned. Perishable goods such as food cannot be returned. We also do not accept products that are sanitary goods. All goods must be checked upon receiving the item to ensure satisfaction, once tags/packaging are removed we are no longer able to refund or replace orders.

Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items

There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 28 days after delivery.

Products being sold at a discount or on sale may have a significantly reduced shelf life but will not be past the use by or best before dates. These products are purchased on the understanding that no refunds or returns can be accepted.

Refunds
Once your return is received, 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.

Once approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

If you haven’t received a refund yet, please check with your payment provider. There is often some processing time before a refund is posted. Please contact us at sales@aurorapets.co.uk

Sale items
Discount codes cannot be used in conjunction with sale items.

Exchanges
If you need to exchange an item, please send us an email at sales@aurorapets.co.uk. Please note that the shipping costs of the exchanged items will be charged to you unless they are damaged or defected. If you should receive an item that was damaged in transit, we will need a photo or return of the item to process a replacement. To do all that we can to help the environment we like to reuse boxes when items are returned for an exchange, so exchange items will be returned in boxes originally used for your order if they are in a usable condition.

Shipping
To return your product, you should email us at sales@aurorapets.co.uk for shipping instructions.

You will be responsible for paying for your own shipping costs for returning your item/s and the journey from yourself to us. We are unable to take responsibility for the return of your order and the courier you use. Shipping costs of your original order shipping are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

We recommend using a trackable signed service (with photo evidence upon delivery) shipping service and/or purchasing shipping insurance when returning an item to us. We are unable to take any responsibility for the return of your order and the courier you use. Should any problems arise during your return, the responsibility of this is to you and the courier. Should you have any problems with your return not reaching us on time due to the courier please contact us asap.
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