Return Window

Eligible purchases may be submitted for return within 180 days after confirmed delivery. A return request must be sent to service@avernoza.com before the end of that period.

The 180-day period is a request window rather than permission to send an item to any address without authorization. Returns sent without prior approval may be delayed, refused, lost, or returned to the sender.

This policy does not reduce any statutory rights or remedies available under applicable consumer law.

Eligibility for a Standard Return

For a change-of-mind return, the product should generally:

• Have been purchased directly from avernoza.com
• Be covered by a return request submitted within 180 days of delivery
• Be unused, clean, complete, and in resalable condition unless a product-specific trial guarantee expressly allows use
• Include the original packaging, accessories, manuals, cables, fasteners, tags, and promotional items where reasonably available
• Show no damage caused by misuse, incorrect assembly, poor cleaning, unauthorized modification, chewing, impact, neglect, or ordinary wear
• Be accompanied by the order number or another acceptable proof of purchase

We may request photographs before authorizing a return, particularly for large, fragile, assembled, hygiene-sensitive, or powered products.

How to Start a Return

Email service@avernoza.com and include the following information whenever applicable:

• Your order number
• The name and email address used for the order
• The product and quantity you wish to return
• The reason for the return
• Clear photos or video if the item is damaged, defective, incorrect, incomplete, or not functioning as described

If the request is eligible, we will provide the next steps and the correct return destination. The return destination may differ according to the product, fulfillment facility, delivery country, size, and reason for return.

Do not return products to the business address shown on this website or to the sender address printed on the parcel unless Avernoza support has specifically authorized that address in writing.

Return Shipping

For an approved change-of-mind return, the customer is generally responsible for return shipping unless we state otherwise or applicable law requires a different result. Original shipping charges, expedited delivery charges, import costs, and optional delivery services are generally non-refundable for a change-of-mind return.

Where we confirm that the delivered product is defective, materially damaged in transit, or incorrect, Avernoza will provide an appropriate resolution and, when a physical return is required, reasonable return instructions or return-shipping support.

Use a tracked shipping service and keep the shipping receipt until the return is completed. Avernoza cannot be responsible for a customer-arranged return that is sent to the wrong address, lost in transit, or damaged because it was packed inadequately.

Product-Specific Return Conditions

Because Avernoza products use different materials and functions, the following conditions may apply:

• Food- and water-contact products: for change-of-mind returns, bowls, trays, reservoirs, fountains, filters, and related parts should be unused and hygienically clean unless a stated trial guarantee applies.
• Ceramic and glass products: retain the molded inserts and protective packaging whenever possible. Do not ship broken pieces unless instructed.
• Smart or powered products: remove stored food or water, clean and dry detachable parts, sign out of linked accounts, remove personal data, reset the device where possible, and include supplied cables and accessories.
• Cat furniture and larger products: do not disassemble or ship an item until return instructions are confirmed. Photos may allow us to resolve a part issue without returning the entire product.
• Play products and textiles: items showing heavy wear, chewing, contamination, pet hair, laundering contrary to instructions, or damage caused during use may not qualify as change-of-mind returns.

These conditions do not remove remedies for products that arrive defective, damaged, or materially different from their description.

Damaged, Defective, Missing or Incorrect Orders

Please inspect your order promptly after delivery. Contact us as soon as reasonably possible if the package or product is damaged, an item is missing, the wrong product was sent, or the product appears defective.

Please provide:

• The order number and a short explanation of the issue
• Clear images of the complete product and the affected area
• Images of the outer packaging, protective packaging, and shipping label
• A short video where movement, sound, leaking, power, sensor, or app behavior must be demonstrated

Keep the product and all packaging until the claim has been reviewed. For safety, stop using cracked ceramic, broken glass, unstable furniture, exposed cables, leaking powered products, overheated devices, or any item that appears unsafe.

Depending on the circumstances, an appropriate resolution may include troubleshooting, a replacement component, replacement product, partial refund, or full refund. The remedy offered will take account of the issue, product, available stock, applicable law, and whether a return is reasonably required.

Items That Cannot Be Returned

Unless defective or otherwise protected by applicable law, we generally cannot accept:

• Products returned without prior authorization
• Gift cards or other non-refundable digital value
• Personalized, engraved, made-to-order, or specially configured products
• Consumable or replaceable hygiene components that have been opened or used, including used filters
• Items marked final sale or non-returnable before purchase, where permitted by law
• Products contaminated, damaged through misuse, modified, incompletely returned, or made unsafe after delivery
• Items purchased from another retailer, marketplace, or unauthorized seller

Contact us before ordering if you are uncertain whether a particular product has special return conditions.

Exchanges

For a preference-based change, the fastest option is usually to request a return for the original item and place a separate order for the preferred product after the return has been approved. This helps prevent inventory from being held while a return is in transit.

If an exchange is approved directly, the replacement depends on availability. Price differences, shipping charges, taxes, and promotional conditions may need to be adjusted. A replacement product does not restart or extend the original 180-day return window unless required by law.

Refund Review & Timing

Once an authorized return is received, we inspect the product and notify you whether the refund has been approved. Inspection may consider the returned condition, completeness, packaging, reason for return, and any product-specific requirements.

Approved refunds are issued to the original payment method. After Avernoza issues the refund, banks, card issuers, and payment providers commonly need approximately 5–10 business days to post the credit. This processing period is controlled by the payment provider.

Refunds may be adjusted for missing components, damage unrelated to the original issue, non-refundable services, or the value of retained items from a promotional bundle, where permitted by law. If more than 10 business days have passed since we confirmed that a refund was issued, contact your payment provider and then email us if further assistance is needed.

Order Cancellations & Refused Deliveries

Contact us immediately if you need to change or cancel an order. We will try to assist, but cancellation cannot be guaranteed after payment verification, processing, packing, or fulfillment has begun.

Once an order has shipped, it generally cannot be canceled or redirected through Avernoza. You may need to accept delivery and use the authorized return process.

Refusing delivery, abandoning a package, or sending it back without authorization does not automatically create a refund. Carrier charges, return costs, duties, or handling expenses may be deducted where permitted by law.

Promotional Bundles & Gifts

When a discount, free gift, or promotional price depends on purchasing a particular bundle or quantity, returning only part of that purchase may change the applicable discount. The refund may be recalculated using the price of the items kept.

A promotional gift may need to be returned with the qualifying purchase. If it is not returned, its stated or reasonable promotional value may be deducted from the refund where permitted by law.

International Returns & Consumer Rights

International customers should contact us before sending any return. The correct destination and shipping instructions may depend on the product and country. Unauthorized cross-border returns can create customs charges or delivery refusal.

Unless the return concerns a confirmed defect or applicable law provides otherwise, original import duties, taxes, brokerage fees, and customer-arranged return costs are generally non-refundable. Customers remain responsible for accurate customs documentation on an authorized return.

If you are located in the European Union, European Economic Area, or United Kingdom, you may have a statutory right to cancel certain distance purchases within 14 days without giving a reason. Any mandatory local cancellation, conformity, refund, or warranty rights apply in addition to this policy and are not limited by it.

Fair Use of This Policy

This policy is intended to support genuine purchases and reasonable return requests. We may review or decline activity involving suspected fraud, altered evidence, repeated unauthorized returns, deliberate product damage, excessive returns inconsistent with ordinary household use, or misuse of promotions, subject to applicable law.

We may ask for additional verification where reasonably necessary to protect customers, prevent fraud, or confirm the order and condition of a returned product.

Related Policies & Updates

This Return Policy should be read together with our Shipping Policy, Terms of Purchase, and Privacy Policy. Product-specific guarantees or conditions shown on a product page also apply to that product.

We may update this policy when our products, fulfillment practices, or legal requirements change. The policy applicable to your purchase is generally the version in effect when the order was placed, unless a later change gives you greater rights or is required by law.