1. Before dispatch
To request cancellation before your order is handed to the carrier, email info@petscares.net with your order number and a clear cancellation instruction. We will review the fulfilment status promptly. If the order has not yet been dispatched and we can stop it, we will cancel it and return the payment by the same method, subject to applicable law.
An order may enter picking, packing or dispatch quickly. Therefore, contacting us does not guarantee that we can intercept it. We will not treat the inability to intercept a parcel as eliminating a UK or EU consumer’s separate right to withdraw after delivery where that right exists.
2. If the order has already shipped
If the parcel has been dispatched, please use the Returns & Refunds Policy and follow the relevant statutory or voluntary return route. Do not intentionally refuse delivery without checking what will happen to the shipment and any permitted costs, unless required to protect your rights or safety. Contact our team so we can identify the correct remedy.
3. United Kingdom and European Union
Eligible UK and EU customers generally have a statutory right to withdraw from an online purchase within 14 days after delivery without giving a reason, subject to exceptions, and an additional return period after providing notice. You may tell us that you wish to withdraw before goods arrive; we will apply the relevant statutory rules. You may use an email stating the order number and your decision to cancel; the optional Model Withdrawal Form is also available.
4. United States
For US purchases, cancellation before shipment is available as required by applicable law and our processing procedures. Where a shipment will be delayed beyond the advertised period, or beyond the federal default period when no period was stated, we will follow the FTC Mail, Internet, or Telephone Order Merchandise Rule, including notice, consent and prompt-refund requirements. Our voluntary post-delivery US return period is stated in the Returns & Refunds Policy.
5. Seller-initiated cancellation
We may need to cancel an order due to actual stock unavailability, delivery restrictions, detected payment fraud, an obvious and genuine listing error, or a legal restriction. We will notify you and refund amounts paid for goods we cannot supply, in accordance with applicable law. We will not charge for items we cannot fulfil. A pricing error clause does not allow us to override a contract that is already binding under applicable law.
6. Modifying an order
To change an address, size, variant or quantity, contact us as soon as possible. Changes are only effective once we confirm them and, where necessary, confirm any new price or delivery charge before payment. We do not substitute different merchandise without your informed agreement.
7. Timing and method of refunds
Any cancellation refund will use the original payment method unless another lawful method is expressly agreed. The deadlines and permitted withholding rules are described in the Returns & Refunds Policy. Customer support: info@petscares.net.