Refund policy

AtĀ Pet Avenue, customer satisfaction is our priority. If you experience an issue with your order, we're here to help.

Return & Refund Eligibility

Returns, replacements, or refunds are only available if:

  • You receive a damaged or defective product.

  • You receive the wrong item.

  • The product arrives with a manufacturing defect.

  • You receive the incorrect size (where applicable).

To request a return or refund, you must contact us within 30 days of receiving your order.

Proof Required

To process your request, please email pawavenue2@gmail.com with:

  • Your order number or proof of purchase.

  • Clear photos of the product.

  • Photos showing the defect, damage, incorrect item, or size issue.

  • Photos of the product packaging (if applicable).

Requests submitted without photo evidence may not be approved.

Return Process

Once we review your request, we will notify you whether it has been approved. If a return is required, we will provide instructions on how and where to send the item. Please do not return any products without contacting us first, as unauthorized returns will not be accepted.

Non-Returnable Items

We do not accept returns or refunds for:

  • Change of mind.

  • Items that have been used, worn, washed, or damaged after delivery.

  • Perishable goods (including pet food, flowers, or plants).

  • Personalized or custom-made products.

  • Personal care or grooming products.

  • Hazardous materials, flammable liquids, or gases.

  • Sale or clearance items.

  • Gift cards.

Exchanges

If you receive the wrong size or a defective product, please contact us with photo evidence. Once your request is approved, we will arrange a replacement or provide further instructions.

European Union Customers

If your order is shipped to the European Union, you have the legal right to cancel or return your order within 14 days of delivery. The item must be unused, in its original condition and packaging, with tags attached and proof of purchase.

Refunds

If your refund request is approved, your refund will be issued to your original payment method within 10 business days after your return has been received and inspected (where a return is required). Processing times may vary depending on your bank or payment provider.

If more than 15 business days have passed since your refund was approved, please contact us at pawavenue2@gmail.com.

For any questions regarding returns or refunds, please email pawavenue2@gmail.com.