Return & Refund Policy

Last Updated: August 6, 2026

This Return and Refund Policy applies to purchases made through the Aumi Pets online store for delivery within Canada.

At Aumi Pets, we want you and your pet to be satisfied with your purchase. This policy explains:

• Our voluntary 30-day return period.
• How to request a return or exchange.
• Which products are eligible for return.
• How change-of-mind returns are handled.
• Your rights when a product is damaged, defective, unsafe, incorrect, or materially different from its description.
• How return shipping and refunds are handled.
• Special conditions applying to hygiene-sensitive and pet-use products.

Nothing in this policy excludes, restricts, or modifies any consumer right, warranty, condition, remedy, or protection that cannot lawfully be excluded under applicable Canadian federal, provincial, or territorial law.

Voluntary 30-Day Return Policy

Aumi Pets accepts eligible return requests submitted within 30 days after delivery.

To qualify for a voluntary return, the product must generally:

• Be unused, except for reasonable inspection.
• Be clean and free from pet hair.
• Be free from stains, odours, saliva, food residue, dirt, or other contamination.
• Be in its original condition.
• Include all original parts, accessories, manuals, labels, and tags.
• Be returned in its original packaging where reasonably possible.
• Be suitable for hygienic handling and resale.
• Not have been washed, altered, repaired, cut, chewed, scratched, or otherwise damaged after delivery.

The return request must be submitted within 30 days after the tracking information confirms delivery.

The product should then be returned within the period stated in the return instructions provided by our customer-service team.

Our voluntary 30-day return policy operates in addition to any mandatory rights available under applicable law.

Change-of-Mind Returns

A change-of-mind return may include situations where:

• You no longer want the product.
• You ordered the wrong size or colour.
• The product does not suit your preferences.
• Your pet does not show interest in the product.
• The product does not match your home or intended use.
• You ordered the wrong model or variation.
• You no longer require the product.
• The product meets its description and is not defective, but did not meet your personal expectations.

Eligible change-of-mind returns may be accepted within the voluntary 30-day period.

Return shipping costs for a change-of-mind return are normally the customer’s responsibility.

A product is not considered defective merely because:

• A pet does not like it.
• A pet refuses to use it.
• A toy is not suitable for a particular pet’s play style.
• A product was ordered in the wrong size.
• A colour appears slightly different because of screen settings.
• The product experiences ordinary wear and tear.
• A pet damages the product through biting, scratching, chewing, pulling, or misuse.
• The product was not used according to its instructions or safety warnings.

This does not affect your rights where the product itself was unsafe, defective, materially misdescribed, or unsuitable because of incorrect information supplied by Aumi Pets.

Measuring Your Pet

Before ordering collars, harnesses, clothing, beds, carriers, protective products, or similar size-dependent goods, please measure your pet carefully using the product guide.

Breed, age, or weight recommendations are approximate and should not replace actual measurements.

Where the product supplied matches the size selected during checkout, an incorrect fit will normally be treated as a change-of-mind return.

Where:

• The wrong size was supplied;
• The product dimensions materially differ from the published measurements; or
• The sizing information was materially inaccurate,

we will review the matter as an incorrect or misdescribed product claim.

Trying On Pet Products

Pet clothing, collars, harnesses, and similar products may be tried on carefully to check their fit.

During fitting:

• Keep the product clean.
• Prevent chewing or scratching.
• Do not use the product outdoors.
• Do not leave the product on the pet for an extended period.
• Do not remove permanent labels unnecessarily.
• Do not wash or alter the product.
• Keep all packaging and accessories.

A product may no longer qualify for a voluntary return if it shows signs of use beyond a reasonable fitting.

Non-Returnable Change-of-Mind Products

For hygiene, safety, and contamination reasons, the following products may not qualify for a voluntary change-of-mind return once opened, used, or unsealed:

• Grooming tools that have directly contacted an animal.
• Brushes, combs, grooming gloves, and deshedding tools after use.
• Dental-care or oral-care products.
• Feeding products after use.
• Food-storage products after use.
• Litter-related products.
• Waste-management products.
• Pet-cleaning products.
• Opened hygiene products.
• Opened consumable products.
• Products containing treats, food, supplements, or edible components.
• Pet beds, blankets, or fabric products showing pet hair, odours, stains, or use.
• Toys that have been chewed, scratched, punctured, torn, or contaminated.
• Customised or personalised products.
• Products made to a customer’s specifications.
• Gift cards.
• Clearance or final-sale products where the restriction was clearly disclosed before purchase.
• Products missing essential components or packaging.
• Products damaged after delivery through misuse, neglect, or improper storage.

These exclusions apply only to voluntary change-of-mind returns.

They do not remove mandatory remedies for products that were defective, damaged, unsafe, incorrect, or materially misdescribed when supplied.

Faulty, Damaged, Unsafe, Incorrect, or Misdescribed Products

Contact us if a product:

• Arrives damaged.
• Is defective.
• Is unsafe.
• Does not operate as described.
• Is materially different from its product description.
• Is the wrong item.
• Is the wrong colour, size, model, or variation.
• Is missing parts or accessories.
• Contains damaged electrical components or batteries.
• Has sharp edges or loose components.
• Creates an unexpected choking, cutting, entanglement, electrical, or other safety risk.
• Appears contaminated or previously used.
• Otherwise fails to comply with applicable consumer law.

Email:

info@aumipets.com

Please include:

• Your full name.
• Your order number.
• The product name.
• A clear description of the issue.
• Clear photographs or videos.
• Photographs of the packaging and shipping label where applicable.
• Information about any injury, near miss, property damage, or safety concern.
• Product codes, serial numbers, or batch information where available.

We may request reasonable additional information to assess the matter.

Depending on the circumstances and applicable law, an appropriate remedy may include:

• Replacement.
• Repair.
• Refund.
• Price reduction.
• Reshipment of a missing part.
• Another reasonable solution.

Unsafe Product Instructions

Stop using a product immediately if it:

• Overheats.
• Produces smoke or an unusual smell.
• Has exposed wires.
• Has a swollen, leaking, or damaged battery.
• Breaks during ordinary use.
• Has sharp or detached components.
• Creates an unexpected choking or swallowing risk.
• Causes or nearly causes an injury.
• Creates an unexpected strangulation or entanglement risk.
• Appears contaminated.
• Is subject to a recall or safety warning.

Keep the product away from pets and children.

Do not dispose of the product until we have confirmed whether it must be retained, returned, or photographed for investigation.

Where a health or safety incident may be legally reportable, Aumi Pets may provide relevant information to:

• Health Canada.
• A supplier.
• A manufacturer.
• An importer.
• A fulfilment partner.
• Another competent authority.

Product Safety Reports

Customers may report injuries, near misses, unsafe product behaviour, unclear warnings, or property damage directly to Aumi Pets.

When reporting a safety concern, include:

• What happened.
• When it happened.
• How the product was being used.
• The type of pet involved.
• Details of any injury or veterinary treatment.
• Details of any property damage.
• Photographs or videos.
• Product and packaging identifiers.
• Whether the product is still available for inspection.

A product-safety report is handled separately from an ordinary change-of-mind return.

Normal Wear and Pet Damage

Pet products may wear differently depending on:

• The animal’s size.
• Breed.
• Strength.
• Behaviour.
• Chewing habits.
• Scratching habits.
• Frequency of use.
• Supervision.
• Cleaning and maintenance.
• Environmental conditions.

No toy, lead, harness, bed, scratch product, or accessory should be assumed to be indestructible.

Ordinary wear and tear is not normally considered a manufacturing defect.

Damage caused after delivery by:

• Chewing.
• Scratching.
• Biting.
• Pulling.
• Digging.
• Improper fitting.
• Lack of supervision.
• Use contrary to product instructions.
• Failure to replace a visibly worn product,

may not qualify for a refund.

This does not apply where the damage occurred because of a defect, unsafe design, inaccurate instructions, or another problem that existed when the product was supplied.

Return Request Procedure

Step 1 — Contact Us

Email info@aumipets.com before returning any product.

Include:

• Your full name.
• Your order number.
• The product you wish to return.
• The reason for the return.
• Whether the product is unused.
• Whether the packaging has been opened.
• Photographs or videos where relevant.
• The remedy you are requesting.

Step 2 — Return Assessment

Our customer-service team will review the request.

We may ask for additional information to:

• Confirm the purchase.
• Identify the product.
• Review its condition.
• Understand a reported defect.
• Determine whether a return is required.
• Identify the appropriate return facility.
• Review a product-safety concern.

Step 3 — Return Authorisation

If a return is approved or required, we will provide:

• The authorised return address.
• Any return reference number.
• Packaging instructions.
• Information about return shipping.
• Any prepaid label available.
• The return deadline.
• Any other relevant instructions.

A return is not fully approved until return instructions have been issued.

Step 4 — Prepare the Return

Package the product securely to prevent damage during transit.

Where reasonably possible, include:

• The complete product.
• All parts and accessories.
• Manuals and instructions.
• Tags and labels.
• Original packaging.
• Any return form or reference supplied.

Products containing batteries or electrical components must be packaged safely and in accordance with carrier requirements.

Step 5 — Ship the Return

Send the product only to the authorised address provided by our customer-service team.

Where you are responsible for return shipping, we recommend:

• Using a tracked service.
• Retaining proof of postage.
• Retaining the tracking number.
• Using suitable protective packaging.
• Insuring high-value returns where appropriate.

Step 6 — Inspection

Once the product arrives, it may be inspected to confirm:

• It matches the returned order.
• All required parts are present.
• The stated condition is accurate.
• The voluntary return requirements have been met.
• The nature of any reported defect or damage.
• Whether the product shows use, contamination, pet damage, or excessive handling.

We will complete the inspection within a reasonable period.

Return Address

Do not send products to our registered business address unless our customer-service team has expressly confirmed that it is the correct return address.

Our registered address is not necessarily our returns facility.

Depending on the product and fulfilment route, a return may need to be sent to:

• A Canadian returns facility.
• An authorised fulfilment centre.
• A supplier.
• Another designated returns location.

Returns sent without authorisation or to the wrong address may be:

• Delayed.
• Refused.
• Returned to the sender.
• Lost.
• Subject to additional processing.

Contacting us before sending a return helps ensure that it reaches the correct location.

Return Shipping Costs

Change-of-Mind Returns

For voluntary change-of-mind returns:

• The customer is normally responsible for return shipping.
• Original shipping charges may be non-refundable where permitted by law.
• Return shipping charges are not normally reimbursed.
• The customer remains responsible for the return until it reaches the authorised facility.
• Tracked shipping is recommended.

Faulty, Damaged, Unsafe, Incorrect, or Misdescribed Products

Where a product was faulty, damaged before delivery, unsafe, incorrect, or materially misdescribed, Aumi Pets will cover reasonable return costs where required by law.

Depending on the circumstances, we may:

• Provide a prepaid label.
• Arrange collection.
• Reimburse reasonable postage.
• Send a replacement without requiring a return.
• Request safe disposal.
• Provide another appropriate solution.

Do not pay substantial return costs before contacting us.

We may be unable to reimburse an unnecessarily expensive shipping method selected without approval where a reasonable lower-cost method was available.

Original Shipping Costs

Where standard shipping was free, there is no original shipping amount to refund.

Where a paid shipping service was selected, the refund treatment will depend on:

• The reason for the return.
• Applicable law.
• Whether the complete order is returned.
• Whether the product was defective.
• Whether an enhanced delivery service had already been completed.

Additional charges for expedited, premium, or optional shipping may not be refundable for an ordinary change-of-mind return where legally permitted.

Refund Eligibility

An approved refund may include:

• The product price.
• Applicable taxes paid on the refunded amount.
• Required shipping charges.
• Approved return-shipping expenses.
• Another amount required by law.

The refund may exclude:

• Independent bank charges.
• Currency-conversion fees.
• Unapproved return-postage costs.
• Premium shipping charges where non-refundable.
• Loss in value caused by use, damage, contamination, or missing components where a lawful deduction is permitted.

Refund Method

Refunds will normally be issued to the original payment method.

This may include:

• Credit card.
• Debit card.
• PayPal.
• Shop Pay.
• Apple Pay.
• Google Pay.
• Another checkout payment method.

A different refund method may be used where:

• The original method is unavailable.
• The payment provider requires another process.
• You expressly agree.
• Applicable law requires another method.

We will not normally issue a cash refund for an online payment.

Refund Processing Time

Once a return has been received, inspected, and approved, we aim to submit the refund within five business days.

After the refund is submitted, your bank or payment provider may require additional processing time.

The time required for funds to appear may vary depending on:

• Your bank.
• Card issuer.
• Payment provider.
• Payment method.
• Currency conversion.
• Weekend or holiday processing.

Aumi Pets does not control the internal processing period of banks or payment providers.

Refund Notification

We will normally send an email confirming:

• That the return was received.
• Whether the refund was approved.
• The refund amount.
• The payment method to which it was submitted.
• Any lawful deduction.
• Any further action required.

Missing Refunds

If we confirmed a refund but it has not appeared:

1. Review the original payment account.
2. Allow the processing period stated by your bank.
3. Contact your payment provider.
4. Ask whether the refund is pending.
5. Contact us if the provider cannot locate it.

Email:

info@aumipets.com

Include:

• Your full name.
• Your order number.
• The refund amount.
• The refund-confirmation date.
• The payment method used.

Do not send complete card details or card-security codes by email.

Partial Refunds

A partial refund may be issued where:

• Only part of an order is returned.
• Only one product was damaged or missing.
• A customer accepts an appropriate price reduction.
• A lawful deduction is made for diminished value.
• Parts or accessories are missing.
• The return contains only part of a product set.
• A promotional discount must be recalculated after a partial return.

Any deduction will be reasonable, linked to the actual circumstances, and explained where appropriate.

Deductions From Voluntary Returns

Where permitted by law, a voluntary return refund may be reduced or refused if the product:

• Has been used beyond reasonable inspection.
• Contains pet hair, stains, saliva, food, odours, or dirt.
• Has been washed.
• Has been altered.
• Has been chewed, scratched, torn, or punctured.
• Is missing parts, accessories, or labels.
• Was damaged because of inadequate return packaging.
• Cannot be hygienically resold.
• Is not the product originally purchased.
• Has materially reduced in value because of customer handling.

A deduction will not be used as a penalty.

These voluntary conditions do not limit remedies for a genuine defect or safety problem that existed at delivery.

Refused Returns

A voluntary return may be refused where:

• The request was submitted more than 30 days after delivery.
• The product falls within a clearly disclosed non-returnable category.
• The product has been used.
• The product is contaminated.
• The product has been damaged after delivery.
• The product is missing important parts.
• The product was returned without following reasonable instructions.
• The item cannot be identified as an Aumi Pets product.
• The returned product does not match the original order.

If a return is refused after receipt, we will explain the reason.

Where appropriate, you may be asked to pay reasonable shipping costs if you want the product sent back to you.

A refused voluntary return does not remove any mandatory legal remedy that applies to a defective or unsafe product.

Exchanges

Where possible, an eligible product may be exchanged for:

• Another size.
• Another colour.
• Another variation.
• A replacement product.

Stock availability cannot be guaranteed.

For ordinary change-of-mind exchanges:

• Return shipping may be the customer’s responsibility.
• A price difference may need to be paid.
• A new order may be required.
• Additional delivery charges may apply where legally permitted and disclosed.

The simplest exchange process may be to:

1. Return the original product.
2. Receive the approved refund.
3. Place a new order.

Where the original product was defective, damaged, unsafe, incorrect, or misdescribed, the replacement will be handled separately from an ordinary voluntary exchange.

Incorrect Size Selected

Where the customer selected the wrong size and the product supplied matches the order, the return is normally treated as a change-of-mind return.

Where Aumi Pets supplied a different size from the one ordered, we will arrange an appropriate remedy and cover reasonable costs where required.

Incorrect Product Received

If you receive the wrong product:

• Do not use it.
• Keep the packaging.
• Photograph the product.
• Photograph the product label.
• Photograph the shipping label.
• Contact us promptly.

We may arrange:

• Replacement.
• Return.
• Refund.
• Another appropriate solution.

Reasonable return costs will be covered where required.

Missing Items or Components

Before reporting a missing product, check:

• Whether the order was divided into multiple packages.
• All shipping-confirmation emails.
• All tracking numbers.
• Product packaging compartments.
• The product description showing included components.

If an item or part is missing, contact us with:

• Your order number.
• A description of what is missing.
• Photographs of the packaging.
• Photographs of everything received.
• The shipping label.

We may send the missing item, replace the product, issue a partial refund, or provide another appropriate remedy.

Damaged During Delivery

If the packaging or product arrives damaged:

• Photograph the external package.
• Photograph the shipping label.
• Photograph the internal packaging.
• Photograph the product.
• Keep all packaging.
• Do not continue using an unsafe product.

Report the issue as soon as reasonably possible.

A short delay in reporting will not automatically remove a mandatory legal right, but prompt notice helps us investigate the carrier and product condition.

Order Cancellation Before Dispatch

You may request cancellation before dispatch by emailing:

info@aumipets.com

Include your order number.

We will make reasonable efforts to cancel the order before it enters fulfilment.

Cancellation cannot be guaranteed once processing has started.

Your order is not cancelled until we confirm the cancellation in writing.

Where payment has already been collected for a successfully cancelled order, a refund will be issued to the original payment method.

Cancellation After Dispatch

Once an order has been dispatched, it may no longer be possible to stop delivery.

You may need to:

1. Accept the package.
2. Contact us for return instructions.
3. Return the eligible product under this policy.

Do not automatically refuse the package unless instructed, because an unauthorised refusal may delay the return or refund process.

Refused or Unclaimed Deliveries

Where a package is refused or not collected, it may be returned to a supplier or fulfilment centre.

Once the return is confirmed, we will assess the order under this policy.

Where the failed delivery was caused solely by the customer, reasonable return or redelivery costs may be deducted where:

• The deduction is legally permitted.
• The cost reflects an actual expense.
• The charge is not punitive.
• The relevant circumstances were clearly communicated.

Promotional and Discounted Products

Products purchased during a promotion remain covered by applicable consumer rights.

Eligible promotional products may also be returned under our voluntary policy unless a lawful and clearly disclosed restriction applies.

Where part of a discounted order is returned, the discount may be recalculated according to the original promotional conditions.

For example, where a discount required a minimum order value, returning part of the order may affect the final eligible discount.

Any recalculation will be applied reasonably and will not override mandatory rights.

Bundle and Multi-Buy Returns

Where a product was sold as part of:

• A bundle.
• A multipack.
• A buy-one-get-one promotion.
• A quantity-based discount.
• A gift-with-purchase promotion,

you may be required to return all qualifying products to receive a full refund.

Where only part of the offer is returned, the refund may be recalculated using the original promotional conditions.

A customer will not be denied an appropriate remedy for one defective product solely because it formed part of a bundle.

Gift Cards

Gift cards are normally non-refundable under our voluntary return policy.

Gift cards cannot normally be exchanged for cash except where required by law.

Products purchased using a gift card remain subject to this Return and Refund Policy.

Approved refunds may be returned to the original gift-card balance or another appropriate payment method.

Gifts

Where a product was purchased as a gift, proof of purchase may still be required.

A refund will normally be issued to the original payment method used by the purchaser.

Where appropriate, we may offer:

• An exchange.
• Store credit.
• Another reasonable solution.

Proof of Purchase

We may request reasonable proof that the product was purchased from Aumi Pets.

Acceptable evidence may include:

• Order-confirmation email.
• Order number.
• Shipping confirmation.
• Payment record.
• Customer-account order history.
• Another reliable proof of purchase.

Chargebacks

Before submitting a payment dispute or chargeback, we encourage you to contact us so that we have an opportunity to resolve the issue.

This does not prevent you from exercising any right available through your bank or payment provider.

Where a chargeback is opened, we may provide relevant information to the payment provider, including:

• Order details.
• Customer communications.
• Tracking records.
• Delivery evidence.
• Return records.
• Refund records.

Manufacturer Warranties

Certain products may include a manufacturer’s warranty.

A manufacturer’s warranty operates in addition to any mandatory consumer rights.

Where applicable, we may assist by providing:

• Proof of purchase.
• Manufacturer contact information.
• Product identifiers.
• Reasonable information about the claim process.

A customer is not required to rely only on a manufacturer’s warranty where Aumi Pets has a separate legal responsibility as the seller.

Provincial and Territorial Consumer Rights

Consumer-protection rules vary across Canada.

Depending on your province or territory and the circumstances, you may have rights relating to:

• Defective goods.
• Misrepresented products.
• Undelivered orders.
• Internet agreements.
• Unfair practices.
• Implied warranties or conditions.
• Cancellation rights.
• Credit-card charge reversals.
• Refunds.
• Product safety.

Where this policy provides less protection than a mandatory law applicable to you, the mandatory legal protection will prevail.

Product Recalls

Where a product is recalled or identified as unsafe, Aumi Pets may:

• Contact affected customers.
• Publish a safety notice.
• Instruct customers to stop using the product.
• Request the product be returned.
• Arrange safe disposal.
• Provide a repair, replacement, refund, or another remedy.
• Notify suppliers or authorities.
• Remove the product from sale.

Recall instructions must be followed promptly.

Do not continue using a recalled product unless official instructions confirm that it is safe.

Changes to This Policy

We may update this Return and Refund Policy to reflect:

• Changes to our products.
• Changes to fulfilment arrangements.
• Changes to our return facilities.
• Operational improvements.
• Product-safety requirements.
• Changes to applicable law.

The updated policy will be published on our website with a revised “Last Updated” date.

Changes will generally apply only to future orders.

We will not use a policy update to unfairly remove rights or benefits already applicable to an accepted order.

Contact Information

For questions about returns, refunds, exchanges, cancellations, damaged products, or safety concerns, please contact us:

Store Name: Aumi Pets
Legal Company Name: Seta Services
Chamber of Commerce Number: 92397379
VAT Number: NL004950717B85 
Email: info@aumipets.com
Phone Number:  + 1 647 5478531
Business Address: Damstraat 10, 2265 AH Leidschendam, The Netherlands

Monday–Friday: 9:00 a.m.–5:00 p.m. (Eastern Time)
Saturday: 12:00 p.m.–5:00 p.m. (Eastern Time)
Sunday and Canadian public holidays: (Closed)

We aim to respond to all enquiries within one business day during our customer-service hours.