Refund policy
Return Policy (United States)
Thank you for shopping with Aurora Pet Care. We want you and your pet to be completely satisfied with your purchase. If something isn’t right, we’re here to help.
1. Return Period
You may request a return within 30 days of receiving your order.
To be eligible for a return, items must be:
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unused
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unopened
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in the original packaging
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in resellable condition
Used products or items with visible wear cannot be returned for hygiene and safety reasons.
2. Items That Cannot Be Returned
For hygiene and health protection, the following items are non-returnable once opened or used:
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grooming items
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pet accessories that have been worn or used
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any item that has come into direct contact with pets
We kindly ask customers to verify suitability before opening the product.
3. Damaged, Defective or Incorrect Items
If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.
We will offer:
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a free replacement, or
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a full refund, depending on your preference.
✅ In most cases, defective or incorrect items do not need to be returned.
Please provide clear photos or videos so we can assist you quickly.
4. Return Shipping Costs
Return shipping costs are the responsibility of the customer unless:
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the wrong item was received.
We do not reimburse return shipping costs for voluntary returns (e.g. buyer’s remorse).
5. Return Address
Important: Please contact us before sending any return. Returns sent without authorization may not be processed.
Our official return address is:
Aurora Pet Care – Returns
Sint-Salvatorstraat 155 bus 0201
9000 Gent
Belgium
Depending on the situation, we may also provide alternative return instructions.
6. Refund Without Return (Most Cases)
In many cases, we are able to offer a refund without requiring you to return the item, especially for defective items.
This will always be decided on a case-by-case basis after contacting our support team.
7. How to Request a Return
To start a return request, please contact our support team with:
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order number
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item(s) you want to return
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reason for return
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photos/videos (if applicable)
We will respond with:
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confirmation of eligibility
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return instructions
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the correct return address (if return is required)
8. Refunds
Once your return is received and inspected (if a return is required), we will notify you of the approval or rejection of your refund.
Approved refunds will be processed to your original payment method within 3–7 business days.
Shipping fees are non-refundable.
9. Exchanges
Exchanges are only available for defective or incorrect items.
For all other cases, please request a return and place a new order.
10. Late or Missing Refunds
If you haven’t received your refund yet:
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check your bank or credit card account again
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contact your payment provider
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refunds may take additional time to post officially
If you still have not received your refund, please contact us.
11. Contact Us
For all return inquiries, please contact:
We are happy to help.
Team Aurora Pet Care