Company Name: Shanghai Huixuanpin Trading Co., Ltd.
Email: service@auvinera.com
At Auvinera™, your satisfaction matters to us. We want you to feel confident when choosing products for your beloved pets. This Return & Refund Policy explains our process for returns, replacements, and refunds.
1. Return Requirements
We offer a 30-day return window after your order has been delivered.
To qualify for a return, your item must meet the following conditions:
✔ The product must be returned in its original condition
✔ The item must be unused and free from damage caused after delivery
✔ All original packaging, accessories, and included materials should be returned
✔ Proof of purchase or order information is required
Items that do not meet these requirements may not be eligible for a refund or replacement.
2. Requesting a Return
To begin a return request, please contact our customer support team:
Email:
service@auvinera.com
Please include:
- Your order number
- The reason for your return request
- Photos or additional details if there is a product issue
Once your request is reviewed and approved, we will provide return instructions and any necessary shipping information.
⚠️ Please do not send items back before receiving return authorization. Unauthorized returns may not be accepted.
3. Damaged, Defective, or Incorrect Orders
We recommend checking your order carefully after delivery.
If your item arrives:
- Damaged during shipping
- Defective or not functioning properly
- Different from the product you ordered
Please contact us as soon as possible. Our team will review the situation and work with you to provide a suitable solution.
For faster assistance, please provide photos or videos showing the issue.
4. Items Not Eligible for Return
Some products may not qualify for returns due to safety, hygiene, or product-specific considerations.
Non-returnable items may include:
- Products that have been used by pets
- Items damaged through improper use or handling
- Personalized or customized products
- Clearance or final sale items
- Gift cards
- Original shipping charges
If you are unsure whether your product qualifies, please contact us before submitting a return request.
5. Exchanges
If you would like to exchange an item, the quickest option is:
- Request a return for the original product
- Complete the return process after approval
- Place a new order for the replacement item
This allows you to receive your preferred product faster.
6. Refund Process
Once your returned item arrives and passes inspection, we will send you a confirmation regarding your refund status.
If approved:
✔ Refunds will be issued back to your original payment method
✔ Processing usually takes up to 10 business days
✔ Your bank or payment provider may require additional time before the funds appear in your account
If you have not received your refund after the expected processing period, please contact us at:
7. Return Shipping Information
Before sending any return package, please contact Auvinera™ to receive the correct return instructions.
Return shipments sent without prior approval may not be processed.
Company:
Shanghai Huixuanpin Trading Co., Ltd.
Customer Support Email:
service@auvinera.com
Our Commitment
At Auvinera™, we are committed to creating a smooth and trustworthy shopping experience. If something does not meet your expectations, our team will do our best to help resolve the issue.
Thank you for choosing Auvinera™ — creating thoughtful products for happier pets and better everyday moments.