Return & Refund Policy
Return & Refund Policy
At Auraeleg™, we want every customer to feel comfortable and confident when shopping with us. If something isn’t quite right with your order, this policy explains how returns, replacements, and refunds are handled.
1. Return Eligibility
We provide a 30-day return window starting from the date your package is delivered.
To qualify for a return, items must meet the following conditions:
✔ Unused and in original condition
✔ Returned with original packaging whenever possible
✔ Free from visible wear, damage, or alteration caused after delivery
✔ Accompanied by proof of purchase or order confirmation
Returns that do not meet these conditions may not be accepted.
2. How to Request a Return
To begin a return request, please contact our support team first.
📧 Customer Support
Once your request is reviewed and approved:
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Return instructions will be provided
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An authorized return shipping label may be issued when applicable
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You will receive guidance regarding the return process
Important Notice
Packages returned without prior authorization may be refused and returned to sender.
3. Damaged, Incorrect, or Defective Orders
Please inspect your order after delivery.
If your package arrives:
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Damaged
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Defective
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Missing items
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Incorrect compared to your order
Please contact us as soon as possible so our support team can review the issue and provide assistance.
For faster processing, we may request:
📸 Photos of the product
📦 Photos of packaging
🧾 Your order number
4. Non-Returnable Items
Certain product categories cannot be returned due to safety, hygiene, customization, or product limitations.
These may include:
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Personalized or custom-made products
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Perishable goods
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Hygiene or personal-use items
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Opened pet care consumables
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Hazardous materials or flammable products
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Gift cards
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Clearance or final-sale products
Shipping charges paid during checkout are generally non-refundable unless otherwise required by law.
If you are unsure whether your item qualifies for return, please contact us before submitting a request.
5. Exchanges
We currently do not process direct product exchanges.
The quickest solution is to:
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Request a return for the original item (if eligible)
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Place a new order for the preferred replacement item
This helps reduce waiting time and speeds up fulfillment.
6. European Union 14-Day Withdrawal Right
Customers located within the European Union may have the right to cancel or return eligible purchases within 14 days of receiving the order.
To qualify:
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Products must remain unused and in original condition
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Original packaging and proof of purchase are required
This EU consumer right applies independently from our standard return policy where legally applicable.
7. Refund Process
After your returned package is received and inspected, we will notify you regarding approval status.
If Approved:
💳 Refunds are sent to the original payment method used at checkout
⏳ Refund processing may require up to 10 business days depending on your payment provider or bank
Please note:
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Financial institutions may require additional processing time
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Shipping fees are typically non-refundable unless the return is caused by our error
If your refund has not appeared after 15 business days following approval, please contact us.
8. Authorized Return Address
Please do not send returns until authorized by our support team.
Return Address
Pet Source 1901
1901 W 8th St Ste B
Los Angeles, CA 90057
United States
Need Assistance?
Auraeleg™ is committed to providing friendly and reliable customer support throughout the return process.
📧 service@auraeleg.com
📞 +1 (772) 214-6715
Thank you for shopping with Auraeleg™ and trusting us with your pet lifestyle essentials.