Refund & Return Policy

Effective Date: 01/09/2026

At Aavilo, your satisfaction matters to us. This Refund & Return Policy explains when and how you may return a product and request a refund. By placing an order with us, you agree to the terms below.

30-Day Return Window

You have 30 days from the date your order is delivered to request a return. Requests made after this 30-day window cannot be accepted.

You must contact us first. To start a return, email us at info@aavilo.com with your order number, the reason for your return, and a clear photo of the product(s). We will review your request and, if eligible, send you return instructions and the return address.

Please wait for our confirmation before shipping anything back. Items sent to us without an approved return request will not be accepted, and no refund will be issued for them.

Unopened Products Only

Because we sell consumable health and wellness products for pets, we can only accept returns of unopened products with all safety seals intact and in their original packaging. This is a safety and hygiene requirement.

When you request a return, we will ask for a photo so we can confirm the product is unopened before approving anything. Opened or used products cannot be returned or refunded, except in the case of a defect (see "Faulty or Defective Products" below).

How a Return Works

Once your return request is approved for an unopened product:

You are responsible for return shipping costs, and we strongly recommend shipping with a tracking number so your return can be tracked and your refund is not delayed.

A 15% restocking fee applies to all returned items and will be deducted from your refund amount. Original shipping charges are non-refundable.

We issue your refund only after we receive the product and our warehouse confirms it arrived unopened and in resaleable condition. Products that arrive opened, damaged, or outside the 30-day window are not eligible and will not be refunded.

How Refunds Are Processed

Once we receive and inspect your returned item, we will email you to confirm receipt and notify you of the approval or rejection of your refund. If approved, your refund (less the 15% restocking fee) will be issued to the original payment method used at checkout, unless we agree on a different method, within 10 business days of approval.

Non-Refundable Items and Exclusions

The following are not eligible for refund or return:

• Opened or used consumable products (except confirmed defects).
• Gift cards and store credit (purchases made with a gift card may be refunded only as store credit).
• Free, promotional, or "gift with purchase" items.
• Items returned without prior authorization from us.
• Items returned after the 30-day window or in a condition that does not meet the eligibility requirements above.
• Bulk, wholesale, or resale orders, and any order shipped to a freight-forwarding service.

Consumer Use Only

All products sold on our website are intended for personal consumer use only. By placing an order, you agree that the products are being purchased for individual use and not for resale, redistribution, or commercial purposes.

Our refund policy applies only to individual consumer purchases. Orders identified as bulk purchases, resale orders, or orders shipped to freight-forwarding services may not be eligible for refunds. We reserve the right to review orders, limit quantities, cancel orders, refuse service, or limit returns where we determine that an order or return request appears to be placed for resale, bulk purchasing, or is otherwise abusive or repeated.

Order Cancellations

You may cancel your order as long as its tracking status has not yet changed to "package shipped." To cancel, email us at info@aavilo.com as soon as possible after placing your order.

Faulty or Defective Products

If a product you purchased from us turns out to be defective, you have the right to make a claim. Depending on the circumstances, you may request that we replace the item, remedy the defect, or provide a price reduction or refund as appropriate.

Please report any defect by emailing info@aavilo.com with your order details and a description (and, where possible, photos) of the issue before sending anything back. We will confirm the return facility address; after that, please send the package via courier and provide us with the tracking number. We will respond to your complaint within 30 days of receiving your notification, and for confirmed defects we will cover the cost of return shipping. No restocking fee applies to confirmed defective items.

30-Day Satisfaction Guarantee

We want you and your dog to love Aavilo. If you've given the product a fair try and you're not satisfied, contact us at info@aavilo.com within 30 days of delivery and we'll work with you to find a solution.

To keep this guarantee fair and available to genuine customers, it applies to your first order only, is limited to one request per customer or household, and is available to individual consumers only (see "Consumer Use Only"). It does not apply to re-orders, bulk orders, or wholesale purchases.

Because our products are consumable, the guarantee is resolved through a satisfaction adjustment on your order rather than a return of opened product — there's no need to ship anything back. The specific resolution is determined on a case-by-case basis. Unopened products may instead be eligible for a return under the terms above.

Contact

For any questions about returns, refunds, or the status of a claim, contact our support team anytime at info@aavilo.com — we're glad to help.