1. Overview
This policy describes how buyers can return eligible products bought from petscares.net, ask for a refund, and exercise rights where products are faulty, damaged, incorrectly supplied or unsuitable. The seller is ARDENT HOUSE LTD, company number 17544935.
Nothing in this policy removes or reduces any mandatory statutory consumer right. Rights may differ between the United Kingdom, European Union and United States, depending on the destination and the type of claim. Please read the relevant section below.
2. How to start a return
Contact info@petscares.net with your order number, the product you want to return and whether you are cancelling because you changed your mind or reporting an issue. For a faulty or damaged item, describe the problem and attach photographs if available; photos help us investigate but are not a legal precondition for a remedy. We will reply with the appropriate return destination for your order and any necessary shipping instructions. The destination may depend on the product and the country of delivery. Our registered office in London is not automatically our returns warehouse.
You may communicate a valid statutory withdrawal to us using any clear statement; prior permission or an RMA number is not a condition of a valid UK or EU withdrawal. Keep proof of the withdrawal notice and return dispatch.
3. United Kingdom: change-of-mind cancellation
For most goods bought online by UK consumers, you have 14 days after receiving the goods to tell us you wish to cancel without giving a reason, subject to lawful exceptions. For split deliveries, the period is generally calculated from receipt of the final item in the relevant order. After telling us, you normally have a further 14 days to send the goods back.
We refund the price paid for the returned goods and, when the whole order is cancelled under the applicable rules, the cost of our least expensive standard outbound delivery option. Any additional charge paid for an express delivery upgrade need not be refunded to the extent permitted by law. We refund using the original payment method unless you expressly agree otherwise and incur no fee as a result.
We will process the refund without undue delay and no later than 14 days after receiving the returned goods, or after you provide evidence that you have sent them back, where that is earlier and applicable under law. We may apply a lawful deduction for diminished value caused by handling beyond what would be necessary to establish the nature, characteristics and functioning of the goods.
4. European Union: right of withdrawal
For eligible online goods bought by consumers in EU countries to which we direct sales, you generally have 14 days from delivery to withdraw from the contract without giving a reason, subject to statutory exceptions and country-specific implementation. If a deadline falls on a non-working day, the law of the relevant country may extend it. Give us clear notice before the period ends; you then have 14 days to send the goods back.
Following a valid withdrawal, we reimburse eligible payments received, including the cost of the least expensive standard outbound delivery option where required, without undue delay and normally within 14 days after being informed of the withdrawal. For goods, we may withhold repayment until we receive them or you provide evidence they were returned, whichever is earlier, where allowed. Refunds use the original payment method unless you expressly agree otherwise without extra charges. We may reduce refunds only to the extent allowed for unnecessary handling that diminishes the value of the goods.
5. United States: voluntary change-of-mind returns
There is no single general US federal 14-day cooling-off rule for ordinary online merchandise purchases. For eligible US orders, we offer a voluntary change-of-mind return period of 14 calendar days after delivery, subject to the eligible-item conditions below. This voluntary benefit never limits remedies mandated by a particular federal or state law, or remedies for goods that were not delivered or misrepresented.
To use a voluntary US return, notify info@petscares.net during the stated return window and follow the return instructions. Where a refund is due, it is made to the original payment method unless another lawful method is agreed.
6. Condition of goods and lawful exceptions
For change-of-mind returns, keep all components and accessories together and package goods securely. Customers may inspect goods to the extent allowed by the relevant consumer law. We cannot impose an absolute ‘unopened packaging only’ condition on every UK or EU statutory withdrawal.
Lawful exceptions may apply to custom-made or clearly personalised products, certain perishable goods, or sealed goods that are unsuitable for return for genuine health protection or hygiene reasons once unsealed. An exception does not apply merely because the product is intended for a pet. We will identify any legally valid exception on the relevant product page before purchase. The statutory rights for defective or misdescribed goods remain in place.
7. Return postage and collection costs
For eligible change-of-mind withdrawals, the customer may be responsible for the direct cost of returning the goods, provided this responsibility was properly disclosed before purchase, except where we offer prepaid return shipping or applicable law requires otherwise. We will not impose undisclosed handling, restocking or administrative charges on a UK or EU statutory withdrawal. For defective, incorrectly supplied or materially misdescribed goods, we bear reasonable return costs where required by law.
For ordinary change-of-mind returns, the customer pays the direct return postage unless we expressly offer a prepaid return label or applicable law requires us to cover it. Return shipping prices depend on the origin, destination, parcel dimensions and carrier; we will provide the correct return destination upon request. For goods that cannot normally be returned by post, we will disclose any required return-cost estimate before purchase. We cover reasonable return shipping when required for faulty, incorrect or misdescribed goods.
8. Faulty, damaged or not-as-described items
If your item is faulty, not as described, unfit for its intended purpose or damaged on arrival, contact us. We will assess the concern and provide the repair, replacement, price reduction or refund required by applicable law. This is separate from the change-of-mind return period.
- UK: Consumers may have a short-term right to reject faulty goods within 30 days, and further rights to repair, replacement or other remedies after that under the Consumer Rights Act 2015.
- EU: Consumers are generally protected by a minimum two-year legal guarantee for goods that are faulty or not as advertised, with national rules that may provide longer periods or different presumptions and remedies.
- US: Rights for defective or misrepresented goods depend on federal law, state law and applicable warranties. We will not disclaim non-waivable rights.
Normal wear, misuse, accidental damage after delivery and damage due to use contrary to adequate safety instructions are assessed in accordance with applicable consumer law and do not automatically invalidate all claims.
9. Incorrect items, missing items and duplicate orders
If we sent the wrong item, omitted a paid item or accepted a duplicate order in error, contact us with the order details. We will investigate, provide the correct goods or issue the legally appropriate remedy. We will not ask you to pay to correct a packing error made by us.
10. Refunds and payment processing
Once a refund is initiated, banks and card issuers may take additional time to display the credit. We initiate refunds without undue delay, within the deadline required by applicable consumer law and payment rules. Any delay attributable to the customer’s payment provider will be explained where possible. Refunds are made to the original payment method as the default, and we do not ask for sensitive card credentials by email.
11. Exchanges
If an exchange is offered for an eligible product and size or colour is available, our team will explain the steps and any delivery cost before you agree. Exchanges are a voluntary service unless a replacement is legally required as a remedy for defective goods. We may instead refund an item and invite a separate new purchase, with no restriction of statutory remedies.
12. Promotional offers and gifts
If part of an order is returned, the lawfully retained refund may reflect genuine, clearly disclosed promotion conditions without imposing prohibited deductions. A gift supplied under an offer may need to be returned when the underlying qualifying order is fully cancelled, but this will never extinguish mandatory statutory refund rights. Separate promotion terms are made available at the time of the offer.
13. Chargebacks and complaints
Please contact us first if possible; we will investigate. This request does not waive your right to dispute a payment through your card provider or seek an appropriate consumer remedy. We will not require you to close a valid payment dispute as a precondition for exercising statutory rights.
14. Contact and model form
Email info@petscares.net. UK and EU customers can optionally use our Model Withdrawal Form. Last revised: 27 October 2026.