Refund policy

Return & Refund Policy

At Aurella Pets, every order is carefully packed and inspected before it leaves us. Because many of our products include pet treats, chews, food-related items, and personal-use pet goods, we do not accept returns or exchanges once an order has been shipped, delivered, or picked up.

This policy helps us maintain product safety, quality, and hygiene for all pets and customers.

Final Sale Items

All sales are final, including but not limited to:

Treats, chews, meal toppers, and food-related products
Bowls, feeders, lick mats, and dining items
Toys and enrichment products
Sale items, promotional items, gift cards, and special orders
Any item that has been opened, used, damaged after delivery, or removed from its original packaging

Order Changes & Cancellations

If you need to make a change or cancel your order, please contact us as soon as possible at:

info@aurellapets.com

We’ll do our best to help if your order has not yet been packed, shipped, delivered, or prepared for pickup.

Once an order has been processed or prepared, we may not be able to make changes or cancel it.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as you receive it.

If your item arrives damaged, defective, or you received the wrong item, please contact us within 3 days of delivery or pickup at:

info@aurellapets.com

Please include:

Your order number
A brief description of the issue
Clear photos of the item and packaging

We’ll review the issue and, if approved, may offer a replacement, store credit, refund, or another appropriate solution.

Shipping Issues

Aurella Pets is not responsible for packages that are lost, stolen, delayed, or delivered to an incorrect address provided by the customer.

If your package is delayed or appears lost, please contact us and we’ll do our best to help you work with the shipping carrier.

Refunds

Refunds are only issued in approved cases involving damaged, defective, incorrect, or unavailable items.

If a refund is approved, it will be issued to the original payment method. Please allow time for your bank or credit card company to process and post the refund.