Customer Assurance
Refund & Returns
Returns Policy
Statutory Rights
Nothing in this policy limits or affects your statutory rights under applicable consumer protection law, including the Australian Consumer Law, UK Consumer Rights Act 2015, EU Consumer Rights Directive, or Spanish Real Decreto Legislativo 1/2007. Your statutory rights apply regardless of the timeframes stated below.
Our return policy lasts 30 days from the date of delivery. After 30 days, we are unable to offer a refund or exchange under this policy (though your statutory rights may still apply).
For consumers in Spain, goods carry the statutory conformity guarantee applicable under Spanish consumer law (currently three years from delivery). This statutory guarantee is separate from the voluntary 30-day return policy and remains available for non-conforming goods.
Eligibility Criteria:
- Voluntary returns should be unused and in original condition.
- Original packaging is requested where reasonably available; it is not an absolute condition of statutory remedies.
Refund Process
Once your return is received and inspected by our warehouse partners, we will notify you of the approval or rejection of your refund.
Upon approval, your refund will be automatically applied to your original payment method within a few business days.
Late or Missing Refunds
If you haven’t received a refund yet, please check your bank account again first. Then contact your credit card company; it may take some time before your refund is officially posted.
Return Shipping
For the voluntary 30-day policy, contact support@aetherpaws.com for the current returns address. Statutory withdrawal and non-conformity remedies are handled separately; return costs follow the applicable law and the pre-contract information.
Damaged or Incorrect Items
Received a damaged or incorrect item? Contact us promptly at support@aetherpaws.com. Photographs may help our investigation but are not an absolute condition of statutory remedies. We will provide the applicable repair, replacement, price reduction or refund at no extra cost to you.
EU/EEA Right of Withdrawal
If you are an EU or EEA consumer, you have the statutory right to withdraw from your purchase within 14 days of receiving your goods, without giving any reason. This is separate from and in addition to our 30-day returns policy.
To exercise this right, notify us at support@aetherpaws.com before the 14-day period expires. Upon withdrawal, we will refund all payments including standard delivery costs within the statutory period, using the original payment method unless agreed otherwise.
Full Details & Withdrawal Form →