Refund policy

Last updated: 01-10-2026

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

1. 30-day returns. You can return most items within 30 days of delivery for any reason. Tell us within that period at info@petsclever.com and send the goods back to us. This goes beyond your statutory 14-day right to cancel under the UK Consumer Contracts Regulations 2013 / EU Consumer Rights Directive.

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 shipping is free: we provide a prepaid return label.

4. Faulty or wrong items. If an item is faulty, damaged or not as described, contact us with a photo and your order number and we'll arrange a free replacement or full refund. This does not affect your statutory rights.

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 info@petsclever.com with your order number and we'll guide you through it.