Effective Date: 1 August 2026

Thank you for shopping with Purrfect Pets Care.

We want you to shop with confidence. This Return & Refund Policy explains how return requests, refunds, and related matters are handled when you purchase products from our website. By placing an order, you agree to the terms outlined below.

1. Return Eligibility

You may request a return within 30 days of the delivery date.

To be eligible for a return, the item must:

• Be unused and in its original condition.
• Be returned with its original packaging whenever reasonably possible.
• Be accompanied by proof of purchase or your order confirmation.

Returns that do not meet these requirements may not be eligible for a refund.

2. Return Request Period

Return requests must be submitted within 30 days after your order has been delivered.

Requests received after this period may not be accepted.

To begin the return process, please contact our customer support team before sending any item back.

3. Return Shipping

Unless otherwise required by applicable law or agreed by us in writing:

• Customers are responsible for return shipping costs.
• Customers are responsible for arranging a suitable return shipping service.
• We recommend using a tracked shipping service and retaining proof of postage until your return has been processed.

Original shipping charges are non-refundable unless required by applicable law.

4. Restocking Fees

We do not currently charge a restocking fee for eligible returns.

Customers remain responsible for applicable return shipping costs where required.

5. How to Request a Return

To request a return, please contact us using the information below.

Email: support@purrfectpetscare.com

Please include:

• Order number
• Product name
• Reason for the return
• Photos may help us assess your request more efficiently but are not always required.
  

Once your request has been reviewed, we will provide return instructions if your return is eligible.

Please do not send any items back before receiving return authorization and instructions.

6. Refund Process

After your returned item has been received and inspected:

• Approved refunds are typically processed within 14 business days.
• Refunds will be issued to the original payment method used for the purchase.

Processing times may vary depending on your payment provider or financial institution.

You will receive confirmation once your refund has been processed.

7. Refund Eligibility

Refunds may be approved when:

• The returned item satisfies the eligibility requirements described in this policy.
• The item is received in acceptable condition.
• A reduced refund or refusal of a refund may apply if:
• The item shows signs of use.
• The item is returned damaged due to inadequate packaging during return shipping.
• The return does not comply with this policy.

8. Items Not Eligible for Return

For hygiene, safety, and product condition reasons, certain items are not eligible for return once they have been used or are no longer in their original condition.

Examples include:

• Pet beds that show signs of use, stains, odours, pet hair, damage, or excessive wear.
• Pet clothing that has been worn, washed, altered, damaged, or returned in a condition different from that received.
• Pet feeding essentials that have been used, damaged, altered, incomplete, or returned in a condition different from that received.
• Pet collars and harnesses that show signs of wear, damage, alterations, or misuse.

We also may not accept returns for:

• Clearance items.
• Final sale items.
• Products returned outside the applicable return period.
• Products damaged after delivery due to misuse, neglect, accidental damage, or improper handling.

Unused items that meet the eligibility requirements outlined in this policy may be eligible for return.

Nothing in this policy affects your statutory rights under applicable consumer protection laws.

9. Damaged, Faulty, or Incorrect Items

If you receive an item that appears damaged, faulty, or incorrect, please contact us as soon as reasonably possible.

Please include:

• Your order number.
• A description of the issue.
• Photos may help us assess your request more efficiently but are not always required.
  

We may request additional information to help assess your claim and determine the appropriate resolution.

10. Order Cancellations

Orders may be cancelled before they enter processing.

Once an order has entered processing or has been dispatched, cancellation may no longer be possible.

If you need to request a cancellation, please contact us as soon as possible.

11. Exchanges

We do not currently offer direct product exchanges.

If you would like a different item, you may:

• Return the eligible item in accordance with this policy.
• Place a new order separately.

12. Delayed or Missing Refunds

If you have received confirmation that your refund has been processed but the funds have not yet appeared, please:

• Check your bank account again.
• Contact your card issuer or financial institution.
• Allow additional processing time if required.

If you still require assistance, please contact our customer support team.

Business Information

Business Name: Purrfect Pets Care

Business Email: support@purrfectpetscare.com

Business Phone: +44 1784 430076

Business Address: 66 High Street, Egham, Surrey TW20 9EY, United Kingdom

Customer Service Hours: Monday – Friday | 9:00 AM – 5:00 PM (UK Time)

Order Cut-Off Time: 5:00 PM (UK Time)

Important Information

• Customers are responsible for applicable return shipping costs unless otherwise required by law or agreed by us.
• Returned items should be packaged securely to help prevent damage during return transit.
• We recommend retaining proof of postage until your return has been processed.
• Each request is reviewed individually in accordance with this policy and applicable consumer protection laws.
• This policy does not affect your statutory rights under applicable consumer protection laws.