Returns & Refunds

Last updated: 14 September 2026

This policy applies to purchases from Petopet, operated by Tymur Kvitko. It is in addition to, and does not limit, rights under UK consumer law.

30-day return window

You may request a change-of-mind return within 30 days after delivery. Email support@petopet.store before sending anything and include your order number and the item you want to return. We will confirm eligibility and provide the correct return address and instructions.

Do not send an item to the supplier or to an address printed on the parcel. Returns sent without identifying information may be delayed. This does not invalidate a legally effective cancellation notice or restrict rights relating to faulty, damaged, unsafe, incorrect or misdescribed goods.

Important: our published business correspondence address is not automatically the return address. Do not post a return there unless our support team specifically instructs you to do so.

Statutory cancellation

For most goods bought online, you may cancel without giving a reason by telling us within 14 days after delivery. After notifying us, you normally have a further 14 days to send the goods back.

Condition of returned items

Keep the item, packaging, accessories and instructions together. You may inspect the item as you would in a shop, but we may make a lawful deduction if handling beyond that reduces its value.

Return postage

The customer pays direct return postage for change-of-mind returns. We pay reasonable return costs when goods are confirmed faulty, damaged, unsafe, incorrect or misdescribed. Keep proof of posting.

Refunds

Approved refunds are made to the original payment method. Where cancellation rights apply, we refund within 14 days after receiving the goods back or, where applicable, acceptable evidence that they were sent. A refund required by law includes the least expensive standard outbound delivery option.

Faulty, damaged or incorrect goods

Email us promptly with your order number and a clear description of the issue. Photos or video may help us assess the problem but do not replace your legal rights.

Cancellation notice template

To: Petopet, support@petopet.store
I/We give notice that I/we cancel the contract for: [item]
Ordered on: [date] · Received on: [date]
Order number: [number]
Customer name and address: [details]
Date: [date]