We want you to feel confident purchasing from Ava Ava Pet. To request a return, refund, replacement, or help with an order, email hello@avaava.ca and include your order number.
Unopened products
Unopened and unused products may be returned within 30 days of delivery. Products must remain unopened, unused, in their original packaging, in resalable condition, and accompanied by proof of purchase from avaava.ca.
Contact us before sending anything. Returns sent without authorization may be delayed or refused.
Opened products
For hygiene and product-safety reasons, we generally cannot accept opened or partially used cat litter returned because of preference, change of mind, or dissatisfaction unrelated to a defect. This does not apply to defective, damaged, or incorrectly supplied products, or where applicable law provides another remedy.
Change-of-mind returns
For an approved return not caused by a defect, shipping damage, or our fulfilment error, the customer is responsible for tracked return shipping. Ava Ava Pet is not responsible for loss or damage during return shipping. Original shipping charges, if any, are non-refundable unless required by law.
Damaged, defective, or incorrect products
Inspect your delivery promptly. If a product arrives damaged, appears defective, or differs from your order, email us as soon as reasonably possible with your order number, a description, and clear photographs of the product, packaging, and shipping label.
After review, we may provide a replacement, refund to the original payment method, or another reasonable resolution agreed with you. When we confirm damage, defect, or fulfilment error, we will cover reasonable return shipping when a return is required. Do not discard the product until we confirm whether it must be returned.
Multi-bag and discounted orders
If every bag in an eligible discounted order is returned unopened, the approved refund is based on the amount actually paid. For a partial return, only eligible unopened bags may be returned and the order discount will be recalculated according to the quantity retained. The refund equals the amount originally paid minus the correct price of the bags kept. A refund will never exceed the amount paid for the returned products.
This recalculation does not limit remedies for products that are defective, damaged, incorrectly supplied, or protected by applicable consumer law.
Refund timing
After receiving and inspecting an approved return, we will notify you of the outcome. Approved refunds are normally submitted to the original payment method within five business days. Banks and payment providers may require an additional 5–10 business days to post the credit.
Return address
Do not mail a return without authorization. Once approved, Ava Ava Pet will provide the applicable return address and instructions by email.
Order cancellation
Contact us as soon as possible. We will try to stop an order before shipment, but cancellation is not guaranteed after processing or shipping begins.
Statutory rights
This policy does not limit non-waivable rights under applicable Canadian or provincial consumer-protection law. Where applicable law provides a more favourable cancellation, return, refund, or shipping-cost right, that law governs.
Contact
Ava Ava Pet
hello@avaava.ca
Vancouver, British Columbia, Canada
Monday–Friday, 9:00 a.m.–5:00 p.m. Pacific Time, excluding statutory holidays.