Refund policy

Returns

We offer a 14-day return period in accordance with the consumer protection laws of the Unión Europea. You have 14 days after receiving your item to request a return for any reason.

To be eligible for a return, the item must meet the following conditions:

  • The product must be unused and in its original condition
  • It must be returned in its original packaging
  • Proof of purchase is required

Important (Hygiene & Pet Use Policy):
As this product is intended for pet use and involves contact with water, used or opened items cannot be returned for hygiene reasons, unless they are defective or damaged upon arrival.

How to start a return

To initiate a return, contact us at:
animora.support@gmail.com

Please include your order number and reason for the request.

If your return is approved:

  • We will provide instructions for the return process
  • The return address will be shared at that time
  • Items sent without prior approval will not be accepted

Return shipping costs are the responsibility of the customer unless the item is defective.


Damages and issues

Please inspect your order upon arrival.

If the item is:

  • Defective
  • Damaged
  • Incorrect

Contact us immediately at animora.support@gmail.com with photos or video evidence so we can evaluate the issue.

If confirmed, we will offer:

  • A replacement, or
  • A full refund


Exceptions / non-returnable items

We do not accept returns for:

  • Used or opened products (hygiene reasons)
  • Custom or personalized items
  • Gift cards
  • Items damaged due to improper use


Exchanges

We do not offer direct exchanges.

The fastest way to receive a different product is:

  1. Request a return (if eligible)
  2. Place a new order separately


Right of withdrawal (EU customers)

Notwithstanding the above, customers within the Unión Europea have the right to withdraw from their purchase within 14 days of delivery, without providing any reason.

However, this right may be limited if:

  • The product has been used
  • The product cannot be resold for hygiene reasons


Refunds

Once your return is received and inspected, we will notify you of the approval status.

If approved:

  • Refunds will be processed to your original payment method within 10 business days

Please note that your bank or payment provider may take additional time to complete the transaction.

If more than 15 business days have passed since approval, contact us at animora.support@gmail.com.