Refund policy
Return & Refund Policy
We want every Aunt Zoe’s Pet Care customer to feel confident in their purchase. Please review the policy below for digital products, physical products, and our Real Heroes Club membership.
Digital Products
Because our digital products are delivered electronically and can be accessed immediately after purchase, they cannot be physically returned.
However, we stand behind the quality of our products. Unless otherwise stated on the product page, digital purchases are covered by our 14-Day Money-Back Guarantee.
If you are not satisfied with your digital product, contact us at auntzoepetcare@outlook.com within 14 days of your purchase.
Please include:
- Your name
- Order number
- Email address used for the purchase
- The product you purchased
Once approved, refunds will be issued to the original payment method.
Downloading or accessing the product does not automatically prevent you from using our voluntary 14-Day Money-Back Guarantee, except where abuse, fraud, repeated refund requests, or unauthorized distribution of our digital content is reasonably suspected.
Real Heroes Club Membership
Real Heroes Club is a recurring membership priced at $29.99 per month.
By joining Real Heroes Club, you authorize Aunt Zoe’s Pet Care to automatically charge your selected payment method $29.99 every month until you cancel your membership.
There is no long-term commitment.
You may cancel your membership at any time before your next billing date to prevent the next recurring charge.
Cancellation stops future renewals. Unless required by applicable law or otherwise stated in a promotional offer, cancellation does not automatically refund charges that have already been processed for an active membership period.
To cancel your membership, use the cancellation option available through your account or contact us at:
We recommend submitting cancellation requests before your next scheduled billing date.
Membership Refunds
If you believe you were charged incorrectly or experienced a billing issue, contact us as soon as possible at auntzoepetcare@outlook.com.
Refund requests for membership charges are reviewed individually.
Where required by applicable consumer law, your statutory cancellation and refund rights remain unaffected.
Physical Products
If Aunt Zoe’s Pet Care sells physical merchandise, eligible physical products may be returned within 14 days after delivery, unless a different return period is stated on the product page.
To qualify for a return, the item must generally be:
- In the same condition in which it was received
- Unused and unworn
- In its original packaging
- Accompanied by proof of purchase
To request a return, contact:
If your return is approved, we will provide instructions regarding where and how to return your item.
Items returned without first requesting authorization may not be accepted.
Damaged, Defective, or Incorrect Items
Please inspect physical products when they arrive.
If your item is defective, damaged, or incorrect, contact us as soon as possible so we can review the issue and provide an appropriate solution.
Please include photographs where applicable.
Non-Returnable Items
Certain physical products may not be eligible for return, including:
- Perishable goods
- Personalized or custom-made products
- Personal-care or hygiene-sensitive products where applicable
- Hazardous materials
- Flammable liquids or gases
- Gift cards
Please contact us if you are unsure whether a specific item can be returned.
Exchanges
Where physical products are eligible for return, the simplest way to exchange an item is usually to return the original item and place a new order once the return has been accepted.
European Union Customers
Consumers in the European Union generally have a 14-day statutory withdrawal period for qualifying distance contracts.
For digital content supplied immediately after purchase, EU law permits the statutory withdrawal right to be lost once supply begins only where the consumer has expressly consented to immediate performance, acknowledged that this causes the loss of the withdrawal right, and the required confirmation has been provided.
Nothing in this policy limits any mandatory consumer rights that apply to you under local law.
Recommended EU checkout checkbox for digital products
If you sell to EU customers and provide instant downloads, I would add a separate unchecked checkbox before payment:
I expressly request immediate access to the digital content before the end of the 14-day withdrawal period and acknowledge that, once access or download begins, I lose my statutory right of withdrawal for that digital content.
Your separate voluntary 14-Day Money-Back Guarantee can still remain available if you want to offer customers rights beyond the legal minimum.
Refund Processing
If a refund is approved, it will be issued to the original payment method.
While we process approved refunds promptly, the time required for the funds to appear in your account may depend on your bank, card issuer, or payment provider.
If you believe an approved refund has not arrived within a reasonable period, contact: