Refund policy

Refund & Returns Policy

Last updated: [date]

At Petsloft, we want you and your pet to love what you order. If something isn't right, this policy explains what you can do.

This policy does not affect your statutory rights under UK consumer law.

1. Changed your mind?

You can cancel your order for any reason within 14 days of receiving it.

To cancel, email us at effiba04@gmail.com with your order number. You then have a further 14 days to send the item back.

To be accepted, items must be:

  • unused, and in the same condition you received them
  • in their original packaging where possible
  • returned with all parts and accessories

Return postage: For change-of-mind returns, you pay the cost of sending the item back. We recommend using a tracked service, because we can't refund items that don't reach us.

If an item comes back used, damaged or not in its original condition, we may reduce your refund to reflect the loss in value.

2. Items we can't accept back

For health and hygiene reasons, we can't accept returns of the following once the seal or packaging has been opened, unless they are faulty:

  • disposable products, such as disposable dog boots
  • grooming items that come into contact with your pet's skin or coat, such as brushes and nail tools
  • feeding and drinking products, such as bowls, feeders and water bottles

3. Faulty, damaged or wrong items

If your item arrives damaged, is faulty, or isn't what you ordered, please contact us within [48 hours / 7 days] of delivery at effiba04@gmail.com. Include:

  • your order number
  • a clear photo or short video of the problem

We'll put it right quickly. Depending on the issue, we'll offer a replacement or a full refund, and we'll cover any return postage. In some cases, we may not need the item sent back.

This doesn't limit your legal rights. Under the Consumer Rights Act 2015, you are entitled to a refund, repair or replacement for goods that are faulty or not as described.

4. How refunds work

Once we've received and checked your return, we'll email you to confirm your refund. Refunds are:

  • paid back to your original payment method
  • processed within 14 days of us receiving the item (or proof that you've sent it)

When you cancel a whole order within 14 days, your refund includes the standard delivery charge you originally paid. It doesn't include any extra you paid for faster delivery.

Please allow a few working days for your bank or card provider to show the refund.

5. Exchanges

We don't offer direct exchanges. If you'd like a different colour or size, please return the original item for a refund and place a new order.

6. Late or missing orders

If your order hasn't arrived within 14 working days of dispatch, please contact us. We'll track it down and, if it's lost, send a replacement or issue a full refund.

7. Where to send returns

Please email us before sending anything back. We'll confirm the correct return address for your item. Parcels sent without contacting us first may be delayed or lost.

8. Contact us

Petsloft
Email: [effiba04@gmail.com]
Website: petsloft.store

We aim to reply to all messages within [1–2] working days.