AVERAPETS RETURN AND REFUND POLICY

Last updated: July 29, 2026

This policy applies to Averapets products purchased through Avera’s official website, Shopee, and TikTok Shop. Averapets is operated by Avera International Indonesia.

For marketplace transactions, returns and refunds are also subject to the applicable marketplace procedures, deadlines, policies, and decisions.

1. CLAIM SUBMISSION DEADLINE

Any complaint regarding a received order must be submitted within 2 × 24 hours after the order is received.

All complaints, return requests, and refund requests must be submitted by email to:

hello@avera.id

Requests submitted after this deadline may be more difficult to verify and will be reviewed based on the circumstances, available evidence, marketplace policies, and applicable law.

2. MANDATORY UNBOXING VIDEO

To support the investigation process, customers must record a complete unboxing video beginning while the shipping package is still fully sealed.

The video must clearly show:

• The shipping label and order information
• All sides of the sealed outer package before opening
• The complete opening process from beginning to end
• Every product and the total quantity received
• The condition of the seal, packaging, leakage, or damage
• The batch number and expiration date when relevant to the complaint
• No cuts, pauses, edits, filters, or sped-up sections

Customers must keep the original video file until the complaint process has been completed.

For complaints involving package condition, missing items, damaged products, leakage, or incorrect products, the unboxing video is the primary supporting evidence for Avera’s investigation.

The absence of an unboxing video may prevent Avera from verifying or approving certain claims, subject to applicable marketplace rules and consumer rights under Indonesian law.

3. REQUIRED INFORMATION

The complaint email must include:

• Order number
• Customer’s full name
• Contactable telephone number
• Purchase channel: website, Shopee, or TikTok Shop
• Date the order was received
• A complete explanation of the issue
• Photo of the shipping label
• Photos of the affected product or packaging
• Original unboxing video file
• Batch number and expiration date, when relevant
• The resolution requested by the customer

4. ELIGIBLE CLAIMS

A complaint may be submitted when:

• The wrong product was received
• A product or quantity is missing
• The product arrived damaged, leaking, or broken
• The product seal was already open upon arrival
• The product was expired upon arrival
• The product received is materially different from the information shown on the product page

5. NON-RETURNABLE CONDITIONS

Returns or refunds are generally not available when:

• The pet does not like the taste
• The pet refuses to consume the product
• The customer changes their mind
• The customer orders the wrong product, size, or variant
• The pet experiences an allergy, sensitivity, or individual reaction that is not caused by a product defect or inaccurate product information
• The product has been opened or used by the customer without any indication of a product defect
• There are minor dents that do not affect the seal, safety, contents, or usability of the product
• The manufacturer has updated the packaging design without changing the product
• A near-expiry product was clearly disclosed before purchase
• Damage occurred because of improper storage or use after delivery

When an issue with the contents of a product can only be identified after the package has been opened, the claim may still be reviewed based on the unboxing video, photographs, batch number, product condition, and other supporting evidence.

6. REVIEW PROCESS

Avera will review the complaint within 3–5 business days after all required information and evidence have been received.

Avera may ask the customer to:

• Provide additional photographs or videos
• Keep the product until the investigation is completed
• Return the product for inspection
• Provide the batch number and expiration date
• Submit the dispute through the official marketplace system

Customers must not return any product before receiving written approval and return instructions from Avera.

7. AVAILABLE RESOLUTIONS

After reviewing the claim, Avera may determine the most appropriate resolution, including:

• Product replacement
• Reshipment of a missing product or quantity
• Full refund
• Partial refund
• Store voucher
• Another resolution agreed upon by both parties

The resolution will depend on the nature of the complaint, investigation results, product availability, marketplace policies, and applicable law.

8. PRODUCT RETURNS

When a product return is required, the product must be sent to:

Averapets
Avera International Indonesia
Villa Noah 2 No. 1
Jl. Ampera Raya No. 1002
South Jakarta, Indonesia

The product must be returned in its original condition, complete, unused, and together with its original packaging and related accessories, unless the issue could only be discovered after the product was opened.

Return shipping costs will be paid:

• By Avera when the issue is confirmed to have been caused by Avera
• By the customer when the return is caused by the customer’s ordering error and the return has been approved
• In accordance with the marketplace’s decision for marketplace transactions

9. REFUND PROCESS

For marketplace transactions, approved refunds will be processed through the marketplace system and returned through the payment method or marketplace balance determined by the platform.

For transactions outside a marketplace, approved refunds will be processed by bank transfer or another agreed transfer method.

Avera generally requires 2–3 business days to process an approved refund after the required payment information has been received.

The time required for funds to appear may vary depending on the bank, payment provider, or marketplace.

Original shipping fees are non-refundable unless otherwise required by law, determined by the marketplace, or specifically approved by Avera.

10. CONTACT INFORMATION

Complaints, returns, and refunds: hello@avera.id
Customer Service WhatsApp: 0821-1446-6445
Customer Service hours: Monday–Friday, 9:00 AM–5:00 PM WIB, excluding Indonesian public holidays.