Refund policy
At AURIA PETS, we want you to be fully satisfied with your order. This policy outlines the return and refund procedures applicable to purchases made on our online store.
Order Cancellation
Have you changed your mind after placing your order?
Contact us as soon as possible via our Contact page, providing your order number.
If the shipping label for your order has not yet been generated, we will do our best to cancel it before final processing.
Once the shipping label has been generated, we can no longer guarantee that the cancellation can be processed. If the order has already been handed over to the carrier, cancellation is no longer possible.
This provision does not deprive the consumer of their legal right of withdrawal, where applicable.
Right of withdrawal
In accordance with the regulations applicable to distance selling, you generally have a period of 14 days from the receipt of your order to inform us of your decision to withdraw, without having to justify your decision.
If a single order includes multiple products delivered separately, the period begins upon receipt of the last product.
To exercise your right of withdrawal, you may use the “Withdraw” feature made available on our site. You may also send us any unambiguous statement expressing your wish to withdraw.
Your request must clearly indicate your wish to withdraw, as well as the information required to identify your order.
Returning your order
After informing us of your decision to withdraw, you have 14 days to return the new product(s) concerned.
The instructions and the return address will be provided to you following your request.
Products must be returned complete and must not have been handled beyond what is necessary to establish their nature, characteristics, and proper functioning.
In the event of depreciation of the product resulting from excessive handling, the customer may be held liable.
Return shipping costs
The direct costs of returning the goods are borne by the customer when exercising the right of withdrawal. Regulations allow the seller to leave these costs to the consumer provided that they have been informed of this in advance.
This provision does not apply to returns resulting from, in particular:
- a packing error on our part;
- the receipt of a non-compliant product;
- or a product covered by a legal warranty.
In these situations, contact us before any return so that we can inform you of the procedure to follow.
Refund amount
When your right of withdrawal is validly exercised, we will refund the amounts relating to your purchase.
When standard delivery charges have been billed with the order, these are also refunded in accordance with the regulations. If you expressly chose a delivery method more expensive than the standard method offered, the corresponding extra cost does not need to be refunded.
For orders delivered for free in France, since no initial delivery fee was charged, only the price of the products concerned will be refunded.
Refund timeline
The refund will be issued within 14 days from the date on which we are informed of your decision to withdraw.
For sales of goods, however, we may defer the refund until the product is recovered or until you provide proof of shipment, whichever comes first.
Refund method
The refund is made using the same payment method used for the order, unless expressly agreed otherwise between you and AURIA PETS to use another payment method that does not incur any additional costs.
Product received damaged or issue noted upon receipt
Upon receipt of your order, we invite you to quickly check the condition of the shipment and the products.
In the event of a product that is:
- damaged during transport;
- broken or deteriorated upon receipt;
- missing;
- different from the one ordered;
please contact us within 3 days of receipt, and if possible as soon as the problem is noted.
To process your request quickly, please send us:
- your name;
- your order number;
- a description of the problem;
- photographs of the product concerned;
- and, in case of damage during transport, photographs of the packaging and the shipping envelope.
This prompt reporting request helps us to identify any transport-related damage more easily and to take the necessary steps.
This 3-day notification period is intended to facilitate the processing of damage noted upon receipt. It does not have the effect of removing or limiting consumer rights under applicable legal warranties.
Defective product after use
A defect may sometimes appear after receiving the product.
In this case, contact us as soon as you notice the problem, providing your order number and, where possible, sending us photographs or videos that identify the defect.
Products sold by AURIA PETS benefit from applicable legal warranties, including the legal warranty of conformity under the conditions provided for by the Consumer Code. This warranty can be invoked for two years following the delivery of the goods when a defect covered by this warranty is observed.
Order not received
If your order tracking indicates an anomaly or if you have not received it within the announced time frame, contact us so that we can carry out the necessary checks with the carrier.
Exchanges
AURIA PETS does not necessarily offer direct exchanges.
If you wish to change the model, size, or color, contact us so that we can advise you of the solution available based on the condition and availability of the product.
Need help?
For any questions regarding a return or refund, go to our Contact page and provide your order number.
