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Refund Policy

Refund Policy

Returns
Our policy lasts 30 days. Contact us by phone, email or via the website to let us know you would like to arrange a return within 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.


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.

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 30 days after delivery

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 or via phone on 01622 436 501

Sale items 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges 
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please send us an email at sales@aurorapets.co.uk.

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. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

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

If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance.

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