Refund policy

RETURN AND REFUND POLICY

We want you to be satisfied with your Ailurova purchase. If you are not completely satisfied, you may request a return within 30 days after the date your order was delivered.

RETURN ELIGIBILITY

To be eligible for a return:

- The item must be unused, clean and in the same condition in which it was received.
- The item must include all original parts, accessories and packaging.
- You must provide proof of purchase or your order number.
- The return request must be submitted within 30 days after delivery.

For hygiene reasons, products that have been used with cat litter, contain pet waste, odors, stains, hair or other signs of use cannot be returned, unless the product arrived damaged or defective.

HOW TO REQUEST A RETURN

Before returning an item, contact us at support@ailurova.com and include:

- Your full name
- Your order number
- The reason for the return
- Photographs or video if the item is damaged, defective or incorrect

Do not send a product back without receiving return instructions from us first. Returns sent without prior authorization might not be accepted.

RETURN SHIPPING

If you are returning an item because you changed your mind or ordered incorrectly, you are responsible for the return shipping costs.

If the product arrived damaged, defective or incorrect, please contact us before returning it. After reviewing the issue, we will provide an appropriate solution and, where applicable, cover the reasonable return shipping costs.

Original shipping charges are non-refundable, except when the product was damaged, defective or incorrectly supplied.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please inspect your order shortly after delivery. Contact us as soon as possible if the product is damaged, defective, incomplete or different from what you ordered.

Please include clear photographs or video of:

- The product
- The packaging
- The shipping label
- The damaged, defective or incorrect area

We will review the information and may offer a replacement, replacement part, refund or another appropriate solution.

REFUNDS

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

Approved refunds will be issued to the original payment method. Processing times may vary depending on your bank, credit card provider or payment service.

We reserve the right to reduce or refuse a refund if the returned product is:

- Used or damaged after delivery
- Missing parts or accessories
- Returned without the original packaging where this causes damage
- Contaminated with litter, waste, odors, pet hair or other substances
- Returned outside the stated return period

CANCELLATIONS AND ORDER CHANGES

Contact us as soon as possible at support@ailurova.com if you need to cancel or change an order.

We cannot guarantee cancellation or modification after an order has entered processing or fulfillment. If the order has already shipped, the normal return procedure applies.

LOST OR DELAYED ORDERS

If an order is delayed or does not arrive within the communicated delivery timeframe, contact us at support@ailurova.com.

We will investigate the shipment with the carrier or fulfillment partner. Where required, we will offer a replacement, cancellation or refund.

EXCHANGES

We do not currently offer direct exchanges. The fastest way to obtain another item is to return the eligible product and place a new order after the return has been approved.

NON-RETURNABLE ITEMS

The following cannot normally be returned:

- Products used with cat litter or animal waste
- Products showing stains, odors, damage or excessive pet hair
- Gift cards
- Products marked as final sale
- Products returned without prior authorization

This does not limit any rights you may have when an item arrives damaged, defective or incorrect.

CONTACT

For return or refund questions, contact:

Ailurova
Email: support@ailurova.com
Website: https://ailurova.com