Refund policy

We want customers to receive products that correspond to their order and description. This Returns & Refund Policy applies to purchases from Aurelis Pets and operates in addition to mandatory rights available under UAE consumer law.

1. Change-of-Mind Returns

Subject to the conditions below, we currently propose accepting eligible change-of-mind return requests made within 14 calendar days after delivery. This voluntary return period should be confirmed by AURELIS NEXUS FZCO before publication.

To qualify for a voluntary change-of-mind return, the product should generally be unused, in its original condition and, where reasonably applicable, in its original packaging. The customer should provide proof of purchase or the order number.

2. Defective, Damaged, Incomplete or Incorrect Goods

If a product is defective, damaged, incomplete, materially different from its description, or otherwise gives rise to a return, exchange or refund right under applicable UAE law, contact us at aurelisgroup@proton.me. We will assess the circumstances and provide the remedy required by applicable law. This Policy does not restrict mandatory consumer rights.

3. How to Request a Return

Before sending a product back, contact aurelisgroup@proton.me with your order number, the item concerned and the reason for the request. Where relevant, include photographs. If the return is accepted, we will provide return instructions and, where applicable, the return address. Products should not be sent to an unconfirmed address.

4. Return Shipping

For a voluntary change-of-mind return, return-shipping costs will be paid by AURELIS PETS, except where applicable law requires otherwise. Where the return results from our error or a product defect for which we are responsible, reasonable return arrangements will be handled in accordance with applicable UAE law.

5. Non-Returnable Items

We may decline a voluntary change-of-mind return where the product has been used beyond what is reasonably necessary to inspect it, has been damaged after delivery by the customer, or falls within a category for which return rights may lawfully be restricted. Any exclusion will be applied only to the extent permitted by applicable UAE law.

6. Refunds

Once an approved return is received and assessed, we will notify the customer of the outcome. Approved refunds will normally be issued to the original payment method. The time for funds to appear may depend on the bank or payment provider. We will process refunds within the period required by applicable law and without unreasonable delay.

7. Exchanges

Where an exchange is appropriate and stock is available, we may offer replacement of the relevant item. Statutory remedies for defective or non-conforming products remain unaffected.

8. Order Cancellation

If you wish to cancel an order before dispatch, contact us promptly. We will try to accommodate the request, but cancellation may not be possible once fulfilment or delivery has begun. Any mandatory cancellation or refund rights under applicable law remain unaffected.