AverraPets · Customer care
Aviso legal
Legal Notice — Seller and Transaction Information
Seller
Harumi Co., Ltd.
Store Name
AverraPets
Responsible Representative
HARUMI ASAHI
Business Address
Room 201, 7-26-12 Takanedai
Funabashi, Chiba 274-0065
Japan
Website
Product Prices
Product prices are displayed on the individual product pages. Prices displayed for customers in Japan include applicable consumption tax.
Shipping Charges
- Orders below USD 39: USD 5 standard shipping.
- Orders of USD 39 or more: free standard shipping.
These rates apply to all supported destinations and all products, including large items.
For purchases in another currency, the converted amount is displayed at checkout.
Payment Methods
Credit cards and any other payment methods displayed as available at checkout.
Payment Timing
Payment is charged when you place your order at checkout.
Processing and Delivery
Orders are normally dispatched within 3–5 business days after payment confirmation.
Estimated delivery is 7–15 business days from placing your order to receiving it. This estimate includes both processing and shipping. The 3–5 business days of processing are not added on top of the 7–15 business day delivery estimate.
Delivery Destinations
We ship to Japan, Canada, the United States, the United Kingdom, and all 27 European Union countries.
We do not ship to Alaska, Hawaii, or P.O. Boxes.
For full shipping information, visit our Shipping Information page.
Voluntary Returns
Non-customized products, including sale and clearance items, may be returned within 30 days of delivery.
For voluntary returns, items must be unused and returned with their original packaging and all included accessories. These conditions do not restrict applicable statutory consumer rights.
Contact support@averrapets.com before returning an item. We will provide the applicable return address and instructions.
For ordinary change-of-mind returns, the customer pays return shipping. Original outbound shipping charges are not refundable under our voluntary return policy, except where required by applicable law.
We do not charge a restocking fee.
Customized Products
Customized products are excluded from our voluntary change-of-mind return policy. This exclusion does not affect applicable rights relating to faulty, damaged, incorrect, or misdescribed goods.
Faulty, Damaged, or Incorrect Items
If an item arrives damaged, has a quality issue, or differs from what you ordered, contact support@averrapets.com with your order number and a description of the problem.
We may request photographs of the item and packaging to help assess the issue and arrange an appropriate remedy.
For returns due to a product quality issue, AverraPets covers return shipping and refunds the original outbound shipping charge.
Refund Method and Timing
Refund requests are normally reviewed within 3–5 business days.
Once approved, we initiate the refund to the original payment method within 3 business days. The time it takes for the refund to appear in your account depends on your bank or payment provider.
Applicable statutory refund deadlines take priority over these review and processing estimates.
EU and UK Statutory Withdrawal Rights
Where applicable law provides a statutory withdrawal right, customers may notify us within 14 calendar days after receiving the goods and return them within 14 calendar days after notifying us.
For a valid statutory withdrawal, we refund the goods and the standard outbound delivery charge. Additional charges for an optional express delivery service are not refundable. Customers pay return postage for change-of-mind returns.
Customers may inspect goods as they would in a shop. Missing packaging or a sale price does not automatically remove statutory rights. A permitted deduction may apply for loss in value caused by handling beyond what is necessary to inspect the goods.
Clearly personalized or made-to-order goods may be excluded from statutory change-of-mind withdrawal rights. Rights relating to faulty or misdescribed goods remain unaffected.
Refunds are issued within the applicable legal deadline. Where permitted, we may withhold a refund until we receive the returned goods or evidence that they have been sent back, whichever occurs first.
Full return conditions and statutory withdrawal details are available in our Returns & Refunds policy.
Order Cancellation and Changes
For routine cancellation requests or changes to the delivery address, products, or quantities, contact support@averrapets.com within 2 days after payment.
This operational window does not limit applicable statutory cancellation or withdrawal rights.
Return Address
The business address above is a general contact address and is not a return address. Contact us before sending any item back so we can provide the correct return address and instructions.
Consumer Rights
Nothing in this notice limits mandatory consumer rights that apply to your purchase.