Refund policy
RETURN AND REFUND POLICY
We offer a 30-day voluntary return policy. This means you have 30 days after receiving your order to request a return.
To be eligible for a voluntary return, the item must be in the same condition in which you received it: unused, unworn, with any original tags, accessories and packaging. You must also provide your receipt or other proof of purchase.
HOW TO REQUEST A RETURN
To request a return, contact us at contact@petlystore.co.uk before sending any item.
If your return is accepted, we will provide instructions and confirm the correct return address for your order. Because our products may be supplied from different fulfilment locations, the return address may vary.
Do not send a return to the address shown on the parcel without contacting us first. Items returned without prior authorisation may not be accepted.
RETURN SHIPPING COSTS
For a change-of-mind return under our voluntary 30-day policy, the customer is responsible for return shipping costs unless we state otherwise.
If an item is defective, damaged, not as described or you received the wrong item, Petly Store will cover reasonable return costs where a return is required.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Please inspect your order when it arrives. If an item is defective, damaged or incorrect, contact us as soon as possible at contact@petlystore.co.uk.
Please include your order number, a description of the issue and clear photographs or videos showing the item, packaging and shipping label. We will review the information and provide an appropriate solution in accordance with your legal rights.
BUNDLES AND FREE GIFTS
If your purchase included a bundle, promotional item or free gift, all items included in the offer must normally be returned together to receive a full voluntary refund.
If only part of a bundle is returned, the refund may be adjusted to reflect the value of any item kept, unless the goods are faulty or your statutory rights require otherwise.
EXCEPTIONS AND NON-RETURNABLE ITEMS
Some items cannot be returned under our voluntary policy, including:
• personalised or custom-made products;
• perishable goods;
• gift cards;
• sealed hygiene or personal-care products once opened, where returning them would be unsuitable for health or hygiene reasons;
• hazardous materials, flammable liquids or gases.
These exclusions do not affect your legal rights if an item is faulty, damaged, not as described or otherwise fails to meet applicable consumer law.
SALE ITEMS
Sale and promotional items have the same statutory rights as full-price items. Any additional voluntary return conditions will be clearly stated at the time of purchase.
EXCHANGES
We do not offer direct exchanges. The fastest way to receive a different product or variation is to return the original item, where eligible, and place a new order after the return has been accepted.
UNITED KINGDOM CANCELLATION RIGHTS
If you are a consumer in the United Kingdom purchasing online, you normally have the legal right to cancel your order within 14 days after receiving the goods, without providing a reason.
After notifying us of your cancellation, you normally have a further 14 days to return the goods. You may handle the goods only as necessary to determine their nature, characteristics and functioning. We may reduce the refund if the value of the goods has been reduced through handling beyond what would reasonably be permitted in a physical shop.
Certain products may be excluded from cancellation rights under applicable law, including personalised goods and sealed goods that are unsuitable for return for health or hygiene reasons once unsealed.
To exercise your right to cancel, contact us at contact@petlystore.co.uk with your name, order number and a clear statement that you wish to cancel.
REFUNDS
We will notify you after receiving and inspecting your return and confirm whether the refund has been approved.
Approved refunds will be issued to the original payment method. Where required by applicable consumer law, we will process the refund within 14 days after receiving the returned goods or receiving evidence that the goods have been sent back, whichever occurs first.
Your bank or card provider may require additional time to display the refund in your account.
For valid UK cancellations, standard outbound delivery charges will be refunded where required by law. Additional costs resulting from choosing a delivery method more expensive than our standard option are not refundable.
If you have not received an approved refund after the expected processing period, contact us at contact@petlystore.co.uk.
CONTACT
For questions about returns, cancellations or refunds, contact:
Petly Store
Email: contact@petlystore.co.uk