Refund policy

Returns & Refund Policy

At AvelaPets, we want every customer to be satisfied with their purchase. To protect the quality, hygiene, and condition of our products, all returns are subject to the requirements below.

Return Eligibility

We offer a 30-day return period from the date your order is delivered.

To qualify for a return:

  • The item must be completely unused and in the exact condition it was received.

  • The product must remain sealed in its original packaging.

  • Any protective plastic wrapping, seals, tags, or packaging must not have been removed, opened, or damaged.

  • The item must include all original accessories, parts, and packaging materials.

  • Proof of purchase must be provided.

Products that have been opened, used, tested, assembled, washed, altered, or removed from their original sealed packaging are not eligible for a return unless the item is confirmed to have arrived faulty or damaged.

Due to hygiene and product condition standards, we cannot accept returns of products that have been opened or used.

Starting a Return Request

To request a return, please contact us at:

avelapetssupport@gmail.com

Before any return is approved, we may require:

  • Clear photos of the product

  • Photos of the original packaging

  • Photos showing all sides of the item

  • Proof of purchase

  • Additional information regarding the reason for the return

Returns sent without prior approval will not be accepted.

Damaged, Defective, or Incorrect Orders

Please inspect your order immediately after delivery.

If your item arrives damaged, defective, or incorrect, you must contact us within 48 hours of delivery and provide clear photographic evidence showing:

  • The product damage or issue

  • The packaging condition

  • The shipping label/order details

Requests submitted after this period may not be eligible for replacement or refund, as we are unable to verify whether damage occurred during shipping or after delivery.

Once approved, we will provide instructions for resolving the issue.

Return Shipping

For approved returns that meet all eligibility requirements, return shipping will be provided according to the instructions given by AvelaPets.

Customers must not return items without receiving written approval first. Any unauthorised returns may be refused.

Non-Returnable Items

The following items are not eligible for return:

  • Products that have been opened or removed from sealed packaging (unless faulty)

  • Products showing signs of use, wear, damage, or alteration

  • Missing accessories, packaging, or components

  • Items returned without approval

  • Gift cards

  • Personalised or customised products

Exchanges

If your product qualifies for a replacement, we will provide instructions after reviewing your request.

European Union Consumer Rights

For customers located in the European Union, statutory consumer rights may apply. Where applicable, customers may have cancellation rights under EU consumer protection laws. Returned items must meet the applicable legal requirements, including being returned in an unused condition where required.

Refund Process

Once your approved return is received and inspected, we will notify you whether your refund has been approved.

If approved, refunds will be processed to your original payment method within 10 business days.

Please note that banks and payment providers may require additional processing time before funds appear in your account.

If you have not received your refund after the stated processing period, please contact:

avelapetssupport@gmail.com