Return policy

Effective Date: 10 July 2026 Brand: CHIENLUXE (REHOBOTH AURA LTD) Customer Support Email: MeghanMayo7306@proton.me

  1. Return Eligibility Window All customer return requests must be formally submitted to our customer service team via registered email within 30 calendar days from the date the customer’s parcel is marked as fully delivered by the logistics carrier. Any return request submitted after the 30-day return eligibility window expires will be automatically rejected and cannot be processed for refund or exchange.
  2. Eligible Return Product Conditions To qualify for a full or partial return refund, all returned pet products must satisfy every one of the following mandatory conditions upon arrival back at our fulfillment warehouse: 2.1 All products must be returned in original, unused, undamaged condition, with all original retail packaging, product tags, size labels, instruction manuals and included accessory parts intact and attached to the merchandise. 2.2 Pet apparel (dog pajama onesies, pet bandanas, clothing accessories) must not have been worn by pets, must be free of pet fur, dirt, stains, food residue, wash detergent marks or pet body odor contamination. Any worn or soiled pet clothing items are ineligible for return or exchange. 2.3 Hard goods products (adjustable elevated feeding bowls, indoor pet playpens, mesh travel carriers, pet furniture) must not have been assembled, scratched, dented, broken, stained or permanently modified by the customer. All original assembly hardware, plastic protective wrapping and instruction guides must be fully included in the return shipment. 2.4 Custom personalized pet products (custom engraved feeding bowls, custom size-modified pet apparel, custom printed pet accessories) are permanently non-returnable and non-refundable under all circumstances, as these goods are manufactured exclusively to individual customer custom specifications and cannot be resold to other customers. 2.5 Clearance sale, flash promotion limited-edition discounted pet products are eligible for return only for verified manufacturing product defects; returns requested due to customer personal preference, unsuitable sizing or changed purchase mind are not accepted for discounted clearance merchandise.
  3. Return Process Step-by-Step 3.1 Submit Formal Return Request: Send a complete return application email to MeghanMayo7306@proton.me, including your unique order number, full delivery name, reason for return and clear photos of all products you intend to return. Our customer service team will review your return application and send a formal approved return authorization number (RMA Number) via reply email within 3–5 UK business days. Return shipments sent to our warehouse without a valid issued RMA authorization number will be refused delivery and returned to the customer at their full shipping cost, with no refund processing initiated. 3.2 Ship Return Parcel Back to Warehouse: After receiving your approved RMA number, securely repack all return merchandise in its original retail packaging, attach the RMA authorization number clearly to the exterior of the return shipping box, and ship the return parcel to our designated warehouse return address using a trackable logistics delivery service with full parcel tracking capability. Customers bear 100% of all outbound shipping costs for returning merchandise back to our warehouse; we do not provide pre-paid return shipping labels or cover return delivery fees for customer-initiated returns for personal preference reasons (ill fit, changed mind, incorrect size selection). 3.3 Warehouse Return Inspection & Refund Processing: After our warehouse receives your return parcel, our quality control team will conduct a full physical inspection of all returned pet products to verify compliance with the return eligibility conditions listed in Section 2 of this policy. If all goods pass full inspection verification, we will initiate your requested refund payment via your original Stripe checkout payment method within 3–7 full UK business days after inspection approval. Refund processing times for funds to reflect back into your bank or card account are controlled by your personal card issuing bank’s internal transaction processing schedule, and standard bank refund delays of 5–15 additional calendar days may occur, which are outside our operational control. If returned merchandise fails warehouse inspection (worn, damaged, stained, incomplete packaging/accessories), we will reject your return request, notify you of inspection failure results via registered email, and hold the defective return goods for 14 days for customer retrieval at the customer’s full shipping cost; unclaimed rejected return merchandise will be permanently discarded after the 14-day holding window expires.
  4. Full Refund vs Partial Refund Scenarios 4.1 Full 100% Order Refund Eligibility We issue complete full refunds covering all product purchase amounts in the following verified scenarios:
  • Manufacturing product defects confirmed via clear photo evidence submitted by the customer (fabric tears in pet pajamas, broken feeding bowl metal frames, defective playpen plastic joints, missing product accessory parts from factory packaging);
  • Incorrect product shipped by our warehouse fulfillment team (different pet product model, wrong apparel size, mismatched product color compared to customer’s checkout order selection);
  • Lost parcel claims fully validated by our contracted logistics carrier (detailed in Section 6.2 of our Shipping Policy);
  • Damaged goods received upon delivery with valid photo evidence submitted within the 48-hour evidence window (detailed in Section 6.3 of our Shipping Policy). For all full refund eligible scenarios verified as our operational error, we will also reimburse the customer’s original outbound shipping fees paid at checkout, in addition to the full product cost refund. 4.2 Partial Refund Eligibility Partial proportional refunds will be issued only for individual defective items within a multi-product order, while non-defective undamaged items retained by the customer remain non-refundable. 4.3 No Refund Scenarios (Zero Refund Issued) We provide no monetary refund compensation under any of the following circumstances:
  • Return requests submitted after the 30-day return eligibility window expires;
  • Return merchandise fails warehouse quality inspection (worn, stained, damaged, incomplete packaging/accessories);
  • Customer-initiated returns for personal preference reasons (unsuitable pet size, dislike product color/material, changed purchase mind after receiving the order, accidental customer damage to products post-delivery);
  • Custom personalized engraved/modified pet products, clearance flash sale limited edition merchandise;
  • Parcels marked undeliverable or refused by the recipient and returned to our warehouse (original outbound shipping fees permanently non-refundable).
  1. Order Cancellation Refund Rules Full order cancellation requests submitted by customers before the order enters warehouse packing and dispatch processing stage qualify for a complete 100% refund of all total payment amounts, with zero deduction fees applied. Once the warehouse begins packing your order parcel and generates a logistics tracking number, order cancellation requests are no longer accepted, and customers must follow the standard 30-day return policy process after receiving the delivered parcel if they wish to return merchandise for a refund.
  2. 7-Day Satisfaction Buyer Guarantee We provide a limited 7-day post-delivery satisfaction guarantee for all standard non-clearance, non-custom pet products sold on our website. Within the first 7 calendar days after your parcel delivery date, if you are fully unsatisfied with your purchased pet product for any personal preference reason and the merchandise meets all unused, undamaged return eligibility conditions outlined in Section 2, you may submit a return request for a full product cost refund (original outbound shipping fees paid at checkout remain non-refundable, and customer still bears all return shipping costs for sending goods back to our warehouse). This 7-day satisfaction guarantee benefit expires permanently after the 7-day window concludes, and standard 30-day return policy rules apply for all return requests submitted between day 8 and day 30 post-delivery.
  3. Return Policy Amendment Updates REHOBOTH AURA LTD reserves the unilateral right to revise, modify or update any clause within this Return & Refund Policy at any time to align with updated UK consumer protection legislation, Stripe payment platform merchant compliance regulations or business operational policy adjustments. All revised policy versions will be permanently published on our website footer with a new official effective date clearly marked. Any customer orders placed on our website after a revised policy version’s effective date will be fully governed by the updated return policy terms.