Refund policy
1. Our Commitment
At Aeva Pets, we stand behind the quality of every product we sell. If you experience an issue with your order, our support team is here to help and will work with you to find a fair solution. We care about the wellbeing of your dog and aim to resolve any concerns quickly and fairly.
2. 30-Day Satisfaction Window
We offer a 30-day satisfaction window on all orders.
If you are not satisfied with your purchase, simply contact our support team within 30 days of delivery and we will review your request and determine the most appropriate resolution.
Depending on the situation, this may include:
- personalized usage guidance
- a replacement product
- store credit
- or a refund
Refunds are not automatically issued, and each request is reviewed individually to ensure a fair outcome for both the customer and our business.
3. Please Allow Time for Results
Aeva Pets supplements are formulated to support long-term joint health and mobility.
For best results, we recommend using the product consistently for at least 3 to 4 weeks before evaluating effectiveness. Many customers report noticeable improvements after 4 to 6 weeks of daily use.
Because supplements work gradually, refund requests submitted shortly after delivery may be declined if the product has not been used for a reasonable period of time. This condition does not apply to EU and UK customers exercising their statutory right of withdrawal under Section 10.
4. We Want to Help Before Issuing a Refund
Before a refund is considered, our support team may provide personalized usage guidance to ensure the product is being used correctly and at the proper dosage for your dog's weight.
Many issues can be resolved simply by adjusting dosage or usage.
Our goal is always to help your dog receive the best possible benefit from the product before considering a refund.
5. Do Not Send Any Product Without Approval
All returns require prior authorization from our support team.
Please do not send any product back until you have received written instructions from us, including the authorized return address.
Returns sent without prior authorization may not be processed and may not qualify for a refund.
6. How to Request a Refund or Return
Requesting help is simple.
Step 1
Email support@aevapets.com with the subject line: Refund Request, Order #[Your Order Number]
Step 2
Include the following:
- your order number
- your full name
- the reason for your request
- photos if the product is damaged or incorrect
Step 3
Our support team will review your request and respond within 1 to 2 business days.
Step 4
If a return is required, we will provide the authorized return address and instructions. Please wait for these instructions before shipping anything back.
7. Return Eligibility
If a return is required, the item must meet the following conditions:
- return requested within 30 days of delivery
- item in its original packaging
- return approved by our support team in writing
- shipped to the authorized return address provided by us
Returns that do not meet these conditions will not qualify for a refund.
8. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, please contact us within 7 days of delivery.
Email support@aevapets.com and include:
- your order number
- a description of the issue
- clear photos of the item and packaging
Once verified, we will arrange a replacement or a full refund at no cost to you. In these cases, you will not be required to return the product.
9. Refund Processing Time
Once a refund has been approved:
- refunds are processed within 5 to 10 business days
- refunds are issued only to the original payment method used for the purchase
- processing times may vary depending on your bank or card provider
You will receive an email confirmation once the refund has been issued.
10. EU & UK Customers — Right of Withdrawal
Customers located in the European Union or United Kingdom have the legal right to withdraw from their purchase within 14 calendar days of receiving the order, without providing a reason. This right exists under the EU Consumer Rights Directive 2011/83/EU and the UK Consumer Contracts Regulations 2013.
To exercise this right:
- Notify us in writing at support@aevapets.com within 14 calendar days of delivery
- We will respond with the authorized return address and instructions
- You must return the product within 14 days of notifying us
Return shipping costs are the responsibility of the customer unless the product is defective or incorrect.
Refunds will be issued within 14 calendar days of receiving your withdrawal notification. We may withhold the refund until we have received the returned item or proof of return, whichever comes first.
If we fail to inform you of your right of withdrawal before purchase, this period may be extended by law to up to 12 months.
11. Subscription Orders
Each shipment in a subscription is treated as a separate order.
To avoid future charges, subscriptions must be cancelled at least 48 hours before the next billing date by contacting support@aevapets.com.
Refund requests for subscription shipments are reviewed on a case-by-case basis.
12. Non-Refundable Situations
Refunds may be declined in the following cases:
- request made more than 30 days after delivery
- return sent without prior written authorization
- insufficient information provided to support the claim
- request appears fraudulent or abusive
- repeated refund requests from the same customer or household
- product used for less than a reasonable trial period, except for EU and UK statutory withdrawal rights
- customs duties refused causing package abandonment or destruction
- incorrect shipping address provided by the customer
The satisfaction guarantee is limited to one claim per customer or household.
13. Our Right to Decline
Aeva Pets reserves the right to deny any refund, return, replacement, or compensation request at our sole discretion if the request does not comply with this policy, if required information is not provided, or if the request appears fraudulent, abusive, or inconsistent with normal consumer use.
14. Chargebacks
We kindly ask that you contact our support team before initiating a chargeback with your bank.
Most issues can be resolved quickly without the need for a dispute.
Unauthorized chargebacks filed without first contacting us may result in account suspension and will be contested with full order, fulfillment, and delivery documentation.
15. Lost Packages
If tracking shows no movement for 10 business days or more, contact us at support@aevapets.com and we will open an investigation with the carrier.
If the package is confirmed lost in transit, we will arrange a replacement or full refund.
If your tracking shows as delivered but you have not received your package, please first check with neighbors and any safe locations near your property, then contact the carrier directly. If unresolved, contact us and we will assist.
16. Contact Us
For all refund and return requests, please contact:
Aeva Pets (BrightWave Commerce LLC)
Email: support@aevapets.com
Website: www.aevapets.com
Address: 30 N Gould St Ste R, Sheridan, WY 82801, United States
Response time: 1 to 2 business days