Refund policy

30-Day Return Guarantee

You have 30 days from the date you receive your order to contact us if you are not satisfied with your purchase. We review every case individually and will work with you to find the best solution.

Damaged or Defective Items

If your product arrives damaged, defective, or incorrect, we will issue a full refund or send you a free replacement — no return required.

Please email us within 30 days of receiving your order at contact@aurexpets.com with:

• Your order number
• A brief description of the issue
• One or more photos of the item

Wrong Item Received

If you received the wrong item, we will send you the correct one immediately — completely free of charge. No return is required.

Package Not Arrived

If your package has not arrived after the estimated delivery window, we will issue a full refund or reship your order — your choice.

Exchange & Store Credit

Not happy with an item? We are happy to offer store credit toward your next Aurex purchase. Just reach out — we will find a fair solution.

Exceptions

• Items that have been used or washed cannot be refunded
• Personalized or custom products are not eligible for exchange
• Returns without prior contact will not be accepted

Contact Us

Email: contact@aurexpets.com
Response time: within 24–48 hours