Refund policy

This Returns and Refunds Policy sets out the terms and conditions under which Pettlys ("we", "us", "our") will accept returns and process refunds for products purchased through pettlys.com. This Policy is in addition to, and does not affect, your statutory rights under applicable United Kingdom consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Your Statutory Right to Cancel

Pursuant to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel any contract for the purchase of goods made through our website within fourteen (14) calendar days of the day on which you, or a third party nominated by you (other than the carrier), takes physical possession of the goods ("the Cancellation Period"). You are not required to provide a reason for cancellation during this period.

To exercise your right to cancel, you must inform us of your decision by means of a clear, unambiguous statement (for example, a letter sent by post or by electronic mail) to:

Pettlys

Moreton Terrace, Pimlico

London SW1V 2NX

United Kingdom

Email: support@pettlys.com

2. Our Extended Returns Window

In addition to your statutory cancellation rights, and without prejudice thereto, Pettlys voluntarily extends its returns window to thirty (30) calendar days from the date on which you take delivery of your order. To be eligible for a return under this extended window, goods must satisfy the following conditions:

—The goods must be returned in their original, unused, and undamaged condition.

—All original packaging, labels, and accessories must be included.

—Proof of purchase (order confirmation or invoice) must accompany the return.

—The goods must not have been assembled, modified, or subjected to use beyond reasonable inspection.

We reserve the right to decline a return or to make a deduction from any refund where goods are returned in a condition that suggests they have been used beyond what was necessary to establish their nature, characteristics, and functioning.

3. Non-Returnable Items

The following categories of goods are, by their nature, excluded from our returns policy and may not be returned unless they are defective, damaged upon delivery, or misdescribed:

—Items that have been clearly used, washed, or show evidence of wear.

—Items from which hygiene seals or protective packaging have been removed, where return would be inappropriate for health or hygiene reasons.

—Customised or personalised items made to your specification.

—Perishable goods.

4. Return Procedure

To initiate a return, you must contact our Customer Services team at support@pettlys.com, quoting your order reference number and providing a brief description of the reason for the return. Our team will acknowledge your request within two (2) working days and provide you with further instructions, including the designated return address.

You are responsible for arranging and bearing the cost of return postage, unless the return arises from our error, a defective product, or goods that were not as described at the time of purchase. We strongly recommend that you use a tracked postal service and retain proof of postage, as we are unable to accept liability for goods lost or damaged in transit on their return journey.

5. Refunds

Upon receipt and satisfactory inspection of the returned goods, we will process your refund without undue delay and, in any event, no later than fourteen (14) calendar days from the date on which we receive the returned goods.

Refunds will be issued by the same means of payment as that which you used for the original transaction, unless you have expressly agreed otherwise. We will not impose any fee for such reimbursement.

Where the return is made under your statutory right to cancel, we will refund:

—The full purchase price of the goods.

—The standard delivery charges you were originally charged (where applicable). We will not refund any supplementary costs arising from your choice of a delivery method other than our standard delivery option.

6. Defective, Damaged, or Misdescribed Goods

If the goods you receive are defective, damaged in transit, or do not conform to their description on our website, you have rights under the Consumer Rights Act 2015. In such circumstances, you may be entitled to a repair, replacement, or full refund, depending on the circumstances and the timing of your complaint.

Please notify us as soon as reasonably practicable, and in any event within forty-eight (48) hours of delivery, by contacting support@pettlys.com with your order reference number and photographic evidence of the defect or damage. We will arrange a suitable remedy at no additional cost to you.

7. Governing Law

This Returns and Refunds Policy shall be governed by, and construed in accordance with, the laws of England and Wales. Any disputes arising hereunder shall be subject to the exclusive jurisdiction of the courts of England and Wales.

 

Pettlys — Moreton Terrace, Pimlico, London SW1V 2NX, United Kingdom — support@pettlys.com

This policy does not affect your statutory rights.