Refund policy
🐾 Refund & Returns Policy – Auvine Pet
At Auvine Pet, we care about your pet’s well-being 🐶🐱 and want you to have a positive experience with every purchase. If any issue arises, please review our policies for returns, refunds, and warranties below.
📦 Conditions to Request a Refund
To request a refund, the following conditions must be met:
🐾 The product must be unused, in perfect condition, and in its original packaging, including accessories, labels, and manuals.
🐾 The request must be made within 30 days from receiving the order.
🐾 The product must be returned to our warehouse to begin the process.
🐾 Return shipping costs are the responsibility of the customer.
🔄 Refund Process
Once we receive the product and verify it meets the conditions, the refund will be issued through the same payment method used for the purchase:
🐾 Mercado Pago (account balance): immediate refund.
🐾 Credit or debit card: between 4 to 30 business days, depending on the bank.
🐾 Bank transfer or deposit: direct refund once approved.
⚠️ Important
🐾 Products on promotion or discount are not eligible for refunds.
🐾 Returns of used, bitten, or tampered products are not accepted.
🐾 Auvine Pet reserves the right to reject returns that do not meet these conditions.
📦 Orders in Transit
If your order has already been shipped and is in transit:
🐾 It is not possible to stop the shipment once the logistics process has started.
🐾 You must wait to receive the product and then initiate the return.
🐾 The product must be returned unused and in its original packaging, shipped at your expense via Blue Express or Starken, addressed to our store.
Once received and inspected, the full refund will be processed.
⏳ The refund timeframe is 2 to 15 business days, depending on the payment method.
🚫 Refunds will not be issued if the product arrives used, damaged, or without its original packaging.
🔁 Reshipment or Refund for Delays
If your order experiences a delay of more than 30 days from the purchase date, you may choose:
🐾 Free reshipment (we cancel the affected shipment).
🐾 Full refund via the original payment method.
We understand how important it is to receive your pet’s products on time, and we will do everything possible to resolve the situation fairly and quickly.
🛠️ Defective Product Warranty (60 days)
We want your pet to enjoy safe and high-quality products 🐾.
If your product arrives with manufacturing defects, the following conditions apply:
🐾 You have up to 60 days from delivery to request an exchange or refund for factory defects.
🐾 You must provide video evidence clearly showing the issue.
🐾 Once approved, you may choose:
✔ Replacement with a new product at no cost.
✔ Alternative solution based on evaluation.
If the product must be sent for inspection, it must be shipped at the customer’s expense.
Warranty does not apply if:
✘ The product shows wear from normal use, excessive biting, or misuse.
✘ Damage caused by impact, moisture, or improper handling.
✘ The warranty period has expired.
📩 Need help with a return?
Contact us at:
auvinestore@gmail.com
Our team will be happy to assist you 🐾💚