Returns & Refunds

Return Overview

Eligible items may be returned within 30 days of delivery, subject to the exclusions below. Please contact support@averrapets.com before sending any item back so you can receive the applicable return address and instructions.

Our 30-Day Return Policy

Non-customized products, including regular sale items but excluding clearance items, are covered by our voluntary 30-day return policy. Clearance items are not eligible for change-of-mind returns under this policy. The following conditions apply to voluntary returns and do not restrict the statutory rights described below.

Eligible Returns

• Items must be unused.
• Items must be returned in their original packaging with all accessories included.
• Items with a quality issue may be eligible for a return or exchange.

Items We Cannot Accept

• Clearance items for change-of-mind returns under our voluntary 30-day policy; this exclusion does not limit mandatory rights relating to faulty, damaged, incorrect or misdescribed goods, or any applicable statutory withdrawal right
• Customized items, except where faulty, damaged, incorrect, or otherwise covered by mandatory consumer rights
• Items that have been used or damaged after delivery; items that arrive damaged are reviewed under Damaged or Incorrect Items below
• Items with missing packaging
• Items returned more than 30 days after delivery

How to Request a Return

1. Contact support@averrapets.com within 30 days of receiving your order.
2. Provide the information requested by our customer service team.
3. Wait for the return address and instructions before shipping your item.
4. Return the item in unused condition, with its original packaging and all accessories, when applicable.

Damaged or Incorrect Items

If your order arrives damaged or you receive the wrong item, contact support@averrapets.com and provide photos of the item, your order number, and photos of the package. These details are required to review the issue.

Return Shipping Costs

For ordinary returns, the buyer is responsible for return shipping costs. For returns due to a product quality issue, AverraPets covers return shipping costs. Please contact us for return instructions before sending an item back.

Restocking Fees and Original Shipping Charges

We do not charge a restocking fee. For ordinary returns under our voluntary 30-day policy, the original shipping charge is not refundable. If you exercise an applicable EU or UK statutory right to withdraw from your order, we also refund the standard outbound delivery charge; any extra cost you chose for express delivery is not refundable. For returns due to a product quality issue, we refund the original shipping charge.

Refund Review

Refunds are reviewed within 3–5 business days. The outcome of the review will be communicated using the contact information associated with your order. Once your refund is approved, we will initiate it to your original payment method within 3 business days. This is the time for us to initiate the refund; the time it takes to appear in your account depends on your bank or payment provider.

Order Cancellation or Changes

For routine order changes or cancellations, contact us within 2 days after payment. This operational window does not limit your statutory right to cancel or withdraw. Contact support@averrapets.com as soon as possible to request a change.

Contact Information

For return assistance, please contact us by email:

support@averrapets.com

General contact address:

This is a general contact address and is not a return address. Please contact customer service to receive return instructions.

EU and UK Statutory Withdrawal Rights

If applicable consumer law gives you a right to withdraw, you may notify us by email within 14 calendar days after receiving the goods, without giving a reason. You then have 14 calendar days after notifying us to send the goods back. Clearly personalized or made-to-order goods may be excluded from this change-of-mind right; your rights for faulty or misdescribed goods remain.

You may inspect goods as you would in a shop. Original packaging is requested where available, but missing packaging or a sale price does not automatically remove statutory rights. We may deduct a permitted amount for loss in value caused by handling beyond what is needed to establish the goods' nature, characteristics and functioning.

For a valid statutory withdrawal, we refund the goods and standard outbound delivery cost to your original payment method, without a restocking fee. You pay the return postage for a change-of-mind return. We issue the refund within the applicable legal deadline, normally no later than 14 calendar days after being informed of your withdrawal; we may withhold it until we receive the goods or evidence that you sent them back, whichever is earlier. Our review and processing estimates above do not extend any statutory deadline.

Your Consumer Rights

This policy does not limit any mandatory rights relating to faulty, damaged, incorrect or misdescribed goods. Contact us so we can arrange the appropriate remedy and cover applicable return costs.