Refund policy

At Avelune, we want you and your companion to be happy with your purchase. If something isn’t right, we’re here to help.

30-Day Returns

We accept eligible returns within 30 days of receiving your order.

To request a return, please email support@avelunepets.com with your order number and reason for the return.

Items should be unused and in the condition in which they were received, with their original packaging where reasonably possible.

Please do not send an item back before contacting us. We will provide you with the appropriate return instructions.

Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives. If your product is damaged, faulty or incorrect, contact us at support@avelunepets.com as soon as possible.

Please include:

• Your order number

• A description of the problem

• Clear photographs of the product and packaging, where appropriate

Once we've reviewed the issue, we'll provide an appropriate solution, which may include a replacement or refund.

If an item is faulty, damaged, incorrect or otherwise does not conform to your legal rights, we will cover return costs where required by applicable consumer law.

When a Return Isn't Necessary

For some products, physically returning an item may be unnecessary or result in disproportionate shipping and waste.

In these circumstances, we may issue a refund or replacement without requiring the item to be returned.

If the product remains safe, hygienic and suitable for use, we may encourage you to donate it to a local animal shelter, pet charity or other suitable organisation.

Please do not donate a damaged or faulty product that could present a safety risk to an animal.

Always wait for instructions from Avelune before returning, disposing of or donating an item.

Change-of-Mind Returns

If you change your mind about your purchase, please contact support@avelunepets.com.

UK customers generally have the right to cancel most online purchases within 14 days of receiving their goods, subject to applicable exclusions. After notifying us of your cancellation, you will generally have a further 14 days to return the goods.

For change-of-mind returns, customers may be responsible for return postage costs unless otherwise required by law.

Our additional 30-day returns period does not affect your statutory consumer rights.

Refunds

Once we've received and assessed your return, or confirmed that a physical return isn't required, we'll let you know whether your refund has been approved.

Approved refunds will be issued to your original payment method.

Please allow additional time for your bank or payment provider to process the refund after it has been issued.

Original standard delivery charges will be refunded where required by applicable consumer law.

Non-Returnable Items

Certain products may not be eligible for change-of-mind returns where permitted by law. This may include personalised products and certain sealed products that are not suitable for return for health or hygiene reasons once unsealed.

This does not affect your legal rights where an item is faulty, damaged, misdescribed or otherwise not as required by law.

Order Cancellations

If you need to cancel or change an order, please contact support@avelunepets.com as soon as possible.

We cannot guarantee that an order can be changed or cancelled once it has entered processing or been dispatched.

This does not affect any cancellation rights you may have under applicable consumer law.

Contact Us

For all return, refund or order-related enquiries, please contact:

Avelune Customer Support
support@avelunepets.com

Please include your order number so we can assist you as quickly as possible.

Avelune
For Every Companion