Refund policy

RETURNS

At Aidara, we want you and your pet to be happy with your purchase. If for any reason you are not satisfied with your order, you may request a return under the following conditions.

You have 14 calendar days from the date you receive your product to request a return.

To be eligible for a return, the item must:

- Be unused
- Have original tags attached
- Be in its original packaging
- Include proof of purchase or order number

We reserve the right to reject returns that do not meet these conditions.

HOW TO REQUEST A RETURN

To start a return request, please contact us at:

contacto@aidara.shop

In your message, include:

- Order number
- Reason for the return
- Photos of the product in case of damage or defect

Once your request is received, our team will provide instructions on how to proceed.

Returns that have not been previously requested through our official contact channel will not be accepted.

RETURN SHIPPING COSTS

The cost of return shipping will depend on the reason for the return.

Aidara will cover return shipping costs when:

- The product arrives damaged
- The product has manufacturing defects
- You receive an incorrect item

The customer will be responsible for return shipping costs when:

- The return is due to a change of mind
- The product does not meet personal expectations
- An incorrect size, color, or model was ordered

DAMAGED OR INCORRECT ITEMS

We recommend inspecting your order upon delivery.

If your product arrives defective, damaged, or incorrect, you must contact us within 48 hours of delivery at:

contacto@aidara.shop

Our team will evaluate your case and offer the best possible solution, which may include:

- Product replacement
- Full or partial refund
- Store credit

NON-RETURNABLE ITEMS

For hygiene and safety reasons, certain items cannot be returned, including:

- Customized or made-to-order products
- Opened pet hygiene or care products
- Gift cards
- Clearance or promotional items

If you have questions about a specific product, feel free to contact us before making your purchase at contacto@aidara.shop.

EXCHANGES

We do not offer direct product exchanges.

If you would like a different item, you must:

1. Request a return for the original product
2. Place a new order for the desired item

RETURN INSPECTION

Once we receive the returned item, our team will inspect it to verify its condition.

We will then notify you whether your refund has been approved or rejected.

REFUNDS

If your return is approved, the refund will be issued to your original payment method.

The process may take up to 10 business days from the approval date.

Please note that banks or payment providers may require additional time to process and reflect the refund.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at:

contacto@aidara.shop