Refund policy

Last updated: August 24, 2026

At Aurelle & Paws your satisfaction is at the heart of everything we do. We take great pride in delivering quality pet care products to you and your beloved pets. While we strive to ensure every order arrives perfectly, we understand that sometimes things do not go as expected. When that happens, we are committed to making it right.

When We Will Issue A Full Refund Or Replacement

We will provide a full refund or send a replacement product in the following situations:

✦ Item Arrived Damaged
If your product arrives broken, damaged, or in unusable condition we will arrange a full refund or replacement immediately. Photo or video evidence of the damage will be required to process your request.

✦ Incorrect Item Received
If the item you received does not match what you ordered we will send the correct item or issue a full refund. Photo or video evidence of the incorrect item will be required.

✦ Item Missing From Order
If an item is missing from your package we will reship the missing item or refund you for it in full.

✦ Order Did Not Arrive
If your US order has not arrived within 45 days of the original shipping date we will offer to reship your order or issue a complete refund — whichever you prefer.

How To Submit A Request

Getting a resolution is simple and straightforward.

Step 1 — Email aurellepaws@gmail.com within 30 days of receiving your order

Step 2 — Provide your order number and a clear description of the problem

Step 3 — Include a photo or video showing the issue clearly

Step 4 — We will review and respond within 24 hours with a solution

No complicated processes. No long waiting periods. Just fast, honest support from a brand that genuinely cares about you and your pet.

Refunds

Approved refunds are returned to your original payment method within 5-7 business days of approval. Processing times may vary slightly depending on your financial institution.

Replacements

If you would prefer a replacement product instead of a refund simply let us know when you get in touch and we will arrange it at no additional cost to you.

What We Are Unable To Cover

As our products are shipped directly from our supplier partners to your door we are unfortunately unable to process refunds or replacements in the following situations:

  • The order tracking confirms the package was successfully delivered
  • The return request is due to a change of mind or personal preference
  • The incorrect size, colour, or variant was selected at the time of purchase
  • The product was damaged due to misuse or improper handling after delivery

We encourage you to review each product listing carefully before completing your purchase. If you have any questions or need guidance choosing the right product for your pet please reach out to us before ordering — we are always happy to help.

Order Cancellations

If you need to cancel your order please contact us at aurellepaws@gmail.com as soon as possible. We process and dispatch orders quickly and cannot guarantee cancellations once an order has been sent to our fulfillment partner. Once dispatched an order cannot be cancelled or modified.

Our Commitment

We only issue refunds and replacements when we are responsible for the issue — but when we are, we act quickly and fairly every time. Our goal is simple — every Aurelle & Paws customer should feel confident, supported, and valued long after their order arrives.

Because your pet deserves the best. And so do you.

Get In Touch
📧 aurellepaws@gmail.com
⏱️ We respond within 24 hours on business days

— The Aurelle & Paws Team 🐾