Refund policy

Returns & Refunds

Last updated: [DATE]

We want you and your pet to be happy. Your statutory rights (EU Consumer Rights Directive / UK Consumer Contracts Regulations 2013) include:

1. 14-day right to cancel. You may cancel within 14 days of receiving your order, for any reason. Tell us within that period at [SUPPORT_EMAIL]. You then have a further 14 days to return the goods.

2. Condition. Items should be unused, in original condition and packaging where possible. You may handle items only as you would in a shop.

3. Refunds. Once we receive the returned item (or proof of return), we refund within 14 days, including standard outbound delivery. Return postage is usually the customer's responsibility unless the item is faulty.

4. Faulty or wrong items. If an item is faulty, damaged or not as described, contact us within 48 hours with a photo and order number — we'll arrange a free replacement or full refund.

5. Exceptions. Certain items may be exempt from the change-of-mind right by law (e.g. sealed hygiene items once opened) — this doesn't affect your rights if an item is faulty.

6. How to start a return. Email [SUPPORT_EMAIL] with your order number and we'll guide you through it.