Refund policy

Effective Date: 06/01/2026

Thank you for shopping with Purrfect Pets Care.

This Return & Refund Policy explains how return requests and refunds are handled when you purchase 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, items should:

• Be unused and in their original condition.
• Be returned with the original packaging where 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 Period

Return requests should be submitted within 30 days of the delivery date.

Requests received after this period may not be accepted.

If you wish to return an item, please contact us as soon as possible.

3. Return Shipping

Unless otherwise required by applicable law or agreed by us, customers are responsible for:

• Return shipping costs.
• Arranging a suitable return shipping service.
• Providing tracking information where available.

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

4. Restocking Fees

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

Customers remain responsible for applicable return shipping costs.

5. How to Request a Return

To request a return, please contact us at:

Email: support@purrfectpetscare.com

Please include:

• Order number
• Product name
• Reason for the return
• Photographs, where applicable

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

6. Refund Process

After the returned item has been received and inspected:

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

You will receive confirmation once your refund has been processed.

7. Refund Eligibility

Refunds may be approved when:

• The returned item meets the eligibility requirements outlined 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 improper 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, used items or items that are no longer in their original condition are generally not eligible for return.

This includes, but is not limited to:

• Pet beds that show signs of use, stains, odours, pet hair, damage, or excessive wear.
• Pet toys that have been chewed, damaged, or show signs of use.
• Pet grooming products that have been used, opened, altered, or returned in a condition different from that received.
• Pet feeding accessories that have been used, damaged, altered, incomplete, or returned in a condition different from that received.

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 return 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.
• Photographs, where available.

We may request additional information to help review your claim.

10. Order Cancellations

Orders may be cancelled before processing begins.

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

11. Exchanges

We do not currently offer direct exchanges.

If you would like a different product, you may:

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

12. Delayed or Missing Refunds

If you have not received your refund after notification that it has been processed, please:

• Check your bank account again.
• Contact your bank or card provider.
• Allow additional processing time where applicable.

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

Business Information

If you have any questions regarding returns or refunds, please contact us.

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 (GMT/UTC+0)

Order Cut-Off Time: 5:00 PM (GMT/UTC+0)

Important Information

• Customers are responsible for applicable return shipping costs unless otherwise stated.
• 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.
• All return and refund requests are reviewed in accordance with this policy.
• This policy does not affect your statutory rights under applicable consumer protection laws.