Refund Policy

Last updated: July 25, 2026

At Auren Pet, we are committed to delivering high-quality products that you and your pet will love. We understand that sometimes things don't work out as expected. This Refund Policy outlines our return, refund, and warranty procedures to ensure a straightforward and transparent experience.


This policy applies to products purchased directly from www.auren.pet. If you purchased an Auren product through a third-party retailer or marketplace, please refer to that retailer's return policy. Auren Pet assumes no liability for products purchased through unauthorized third-party sellers.



1. 30-Day Satisfaction Guarantee


If you are not completely satisfied with your purchase, you may return eligible items within 30 calendar days of the delivery date for a full refund of the product purchase price, subject to the conditions below.


1.1 Eligible Items


The following items are eligible for return under the 30-day satisfaction guarantee:


  • Auren M1 Smart Pendant: May be returned within 30 days, provided the device is in good working condition with no signs of excessive wear, damage, or misuse. All original accessories (charging cable, quick start guide, packaging inserts) and original packaging must be included.
  • Collar Bands and Accessories: May be returned within 30 days if unused, unworn, and in their original, undamaged packaging.

1.2 Non-Eligible Items


The following items are not eligible for return or refund:


  • Products showing signs of pet damage (chewing, scratching, excessive wear beyond normal use).
  • Products with water damage beyond the IP67 rating limits (immersion beyond 1 meter or 30 minutes).
  • Products returned without original packaging or missing accessories (charging cable, quick start guide, packaging inserts).
  • Products purchased more than 30 days from the delivery date.
  • Clearance items, customized items, or items marked as "final sale" or "non-returnable" on the product page.
  • Digital services or subscription fees for months already consumed.
  • Gift cards and promotional items.
  • Products that have been disassembled, modified, or repaired by anyone other than Auren Pet.

1.3 Pre-Order Cancellation

  • Pre-orders may be cancelled at any time before the order has been fulfilled and shipped.
  • Once the order has been shipped, the standard 30-day return policy applies.
  • To cancel a pre-order, contact us at info@auren.pet with your order number.


2. Warranty Policy


2.1 1-Year Limited Warranty

The Auren M1 smart pendant is covered by a 1-year limited warranty from the date of delivery. This warranty covers defects in materials and workmanship under normal use.


If your Auren M1 device is defective within the warranty period, we will, at our discretion:

  1. Repair the device.
  2. Replace the device with a new or refurbished unit of equal value.
  3. Issue a full or partial refund.

2.2 Warranty Exclusions

The warranty does not cover:


  • Damage caused by misuse, abuse, accident, or improper handling (including dropping or impact damage).
  • Pet chewing, scratching, or biting damage.
  • Water damage beyond IP67 specifications (immersion beyond 1 meter depth or 30 minutes duration, or exposure to liquids other than fresh water).
  • Normal wear and tear, including cosmetic damage such as scratches and fading.
  • Consumable parts (collar bands, charging cables) unless defective upon delivery.
  • Products with altered, removed, or illegible serial numbers.
  • Damage caused by unauthorized modification, disassembly, or repair.
  • Products purchased from unauthorized resellers or second-hand sources.
  • Products used outside the specified operating conditions (temperature, humidity, etc.).
  • Lost or stolen products.
  • Free products, giveaways, or promotional items provided at no charge.

2.3 Warranty Claim Process


  1. Confirm that your product is within the 1-year warranty period from the delivery date.
  2. Gather proof of purchase (order number, order confirmation email, or purchase receipt).
  3. Contact our support team at info@auren.pet with:
  4. Your order number.
  5. A description of the defect or issue.
  6. Clear photos or videos demonstrating the problem.
  7. Our support team will review your claim and respond within 2 business days with next steps.
  8. If a warranty claim is approved:
  9. For replacement: We will ship the replacement unit at no cost to you.
  10. For repair: We will provide return instructions. Auren Pet covers return shipping for warranty repairs.
  11. For refund: The refund will be processed to your original payment method.

Please note: If a replacement is provided, the warranty period continues from the original date of delivery. The warranty does not reset with a replacement product.



3. Return Process (Non-Warranty Returns)


To initiate a return under the 30-day satisfaction guarantee:


  1. Contact Us: Email info@auren.pet with your order number and the reason for return.
  2. Receive Authorization: Our team will review your request and, if approved, provide a Return Merchandise Authorization (RMA) number and return shipping instructions within 2 business days. Do not ship items without an RMA — unauthorized returns may not be accepted.
  3. Prepare Your Return:
  4. Pack the item securely in its original packaging.
  5. Include all accessories (charging cable, quick start guide, packaging inserts).
  6. Clearly write the RMA number on the outside of the package.
  7. Take photos of the packaged item for your records.
  8. Ship the Item: Use the shipping carrier of your choice. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee receipt of returned items.
  9. Inspection and Refund: Once we receive and inspect the returned item (typically within 3-5 business days of receipt), we will process your refund. You will receive an email notification confirming the refund status.

3.1 Return Shipping Costs

  • Defective or damaged items (warranty claims): Auren Pet covers return shipping costs.
  • Change-of-mind returns (non-defective items): The customer is responsible for all return shipping costs. Return shipping charges will not be reimbursed.
  • Incorrect item received: Auren Pet covers return shipping and will send the correct item at no additional cost.

3.2 Refund Methods

Refunds are issued to the original payment method used for the purchase. Processing times vary:

  • Auren Pet processes refunds within 5 business days of receiving and inspecting the returned item.
  • Your bank or credit card issuer may take an additional 5-10 business days to reflect the refund in your account.
  • Store credit is available as an alternative upon request.

3.3 Refund Amount

  • Non-defective returns: The full product purchase price is refunded. Original shipping charges are non-refundable unless the return is due to our error.
  • Defective items: Full refund of the product purchase price and original shipping charges.
  • Partial returns of bundles or kits: Refunds are calculated on a pro-rata basis for the returned component(s).


4. Damaged or Incorrect Items


Please inspect your order immediately upon delivery. If you receive a damaged, defective, or incorrect item:


  1. Contact us within 7 calendar days of delivery at info@auren.pet.
  2. Include your order number, a description of the issue, and clear photos of:
  3. The damaged or incorrect item.
  4. The shipping box and packaging (if damaged in transit).
  5. The packing slip.
  6. We will arrange a replacement shipment at no cost to you, or issue a full refund, based on your preference and product availability.

If possible, please note any visible package damage with the carrier upon delivery. This helps us process claims with the shipping provider.



5. Exchanges


We do not offer direct exchanges at this time. To exchange a product:

  1. Return the original item following the return process above.
  2. Place a new order for the desired item.

For defective items covered under warranty, we will ship a replacement directly — no new order is required.



6. Cancellations


  • Before shipment: Orders may be cancelled for a full refund. Contact us at info@auren.pet as soon as possible with your order number.
  • After shipment: Once an order has shipped, the standard 30-day return process applies. You may refuse delivery, but return shipping costs may apply as described in Section 3.1.


7. Gift Returns


If you received an Auren product as a gift and wish to return it:

  • Returns are accepted within 30 days of delivery.
  • Refunds are issued to the original purchaser's payment method.
  • If you prefer store credit, please note this when contacting us.


8. Promotional Items and Free Gifts


If your purchase included a free promotional item or gift:

  • The promotional item must also be returned in its original condition if you are returning the qualifying purchase for a refund.
  • If the promotional item is not returned, its retail value will be deducted from your refund.
  • Promotional items cannot be exchanged for cash, store credit, or other products on their own.


9. Limitation on Returns


We reserve the right to:

  • Decline returns that do not meet the requirements outlined in this policy.
  • Limit or refuse returns from customers with excessive return history or patterns indicative of abuse.
  • Modify this Refund Policy at any time. Changes will not affect orders placed before the policy update.


10. Contact Us


For all return, refund, and warranty inquiries:


  • Email: info@auren.pet
  • Phone: +852 9576 4783
  • Mailing Address: Auren Innovation, No. 52 Hung To Road, Kwun Tong, Kowloon, Hong Kong SAR

We aim to respond to all inquiries within 2 business days.



*This Refund Policy was last updated on July 25, 2026.*