Refund policy

Last updated: 21 September 2026

At Petslivy, we want you to feel confident when shopping for your pet. If something is not right with your order, we are here to help.

This Refund Policy applies to purchases made through the Petslivy website and is designed in accordance with applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Change-of-mind returns

For most products purchased online, UK customers have the right to cancel their order within 14 days of receiving the goods, without having to provide a reason.

Once you have notified us that you wish to cancel your order, you then have a further 14 days to return the goods.

To request a return, please contact Petslivy before sending your item back.

For change-of-mind returns, we ask that products are:

• In good and resalable condition

• Returned with their original packaging, accessories and instructions where reasonably possible

• Free from damage caused by misuse or improper handling

• Complete with all parts originally supplied

You may inspect a product as you reasonably would in a physical shop.

If an item has been handled or used beyond what is reasonably necessary to establish its nature, characteristics and functioning, we may make an appropriate deduction from the refund to reflect any reduction in value, where permitted by law.

2. Faulty, damaged or incorrect items

If your product arrives:

• Faulty

• Damaged

• Defective

• Incorrect

• Incomplete

• Not as described

please contact Petslivy as soon as possible.

When contacting us, please provide:

• Your order number

• Your full name

• A description of the problem

• Clear photographs or video showing the issue, where appropriate

• Photographs of the packaging if the item was damaged during delivery

We will review the issue and provide an appropriate solution in accordance with your statutory rights.

Depending on the circumstances, this may include a refund, repair or replacement.

3. 30-day right to reject faulty goods

Under the Consumer Rights Act 2015, UK consumers generally have a short-term right to reject goods that are faulty, not of satisfactory quality, not fit for purpose or not as described.

For qualifying goods, this right normally lasts for 30 days from the relevant date, such as delivery.

If your product qualifies, you may be entitled to reject it and request a refund.

Your statutory rights are separate from our standard change-of-mind return process and are not affected by this policy.

4. Faults discovered after 30 days

If a fault develops after the initial 30-day period, you may still have rights under UK consumer law.

Depending on the circumstances, we may be required to offer a repair or replacement.

If an appropriate repair or replacement cannot be provided, is unsuccessful, or cannot be completed within a reasonable time without significant inconvenience, you may have further rights to a price reduction or refund.

5. Pet products and hygiene

Some Petslivy products come into direct contact with pets, fur, skin or other potentially unhygienic surfaces.

Certain products may therefore be exempt from the standard change-of-mind cancellation right where:

• They were supplied sealed for genuine health or hygiene reasons; and

• The seal has been broken after delivery; and

• The product is no longer suitable for return for health or hygiene reasons.

Where this exception applies, it will not affect your rights if the product is faulty, defective, damaged or not as described.

Simply opening normal packaging does not automatically remove your statutory rights.

6. Products that may not qualify for change-of-mind returns

Where permitted by UK law, certain products may be excluded from change-of-mind returns, including:

• Personalised or custom-made products

• Perishable goods

• Certain sealed health or hygiene products once the seal has been broken

• Products that have been damaged through misuse

• Items excluded from cancellation rights under applicable UK consumer law

These exclusions do not affect your statutory rights in relation to faulty, defective or misdescribed goods.

7. Return shipping costs

Change-of-mind returns

Unless otherwise stated, customers are responsible for the direct cost of returning products when they are returning an item simply because they have changed their mind.

We recommend using a tracked delivery service and keeping your proof of postage until your return has been completed.

Faulty, damaged or incorrect products

If a product is faulty, damaged, incorrect or not as described, please contact us before returning it.

Where Petslivy is responsible for the return under applicable UK consumer law, we will provide appropriate return instructions and cover reasonable return costs where required.

Do not return an item without contacting us first.

8. Refunds

Once we receive your eligible returned item, we will inspect it and confirm the status of your refund.

For cancellations made under your statutory online cancellation rights, eligible refunds will generally be made within 14 days of receiving the returned goods, or within 14 days of receiving satisfactory evidence that the goods have been sent back where applicable.

Approved refunds will normally be issued using the same payment method used for the original purchase, unless another method has been expressly agreed.

Your bank, card provider or payment provider may require additional processing time before the refund appears in your account.

9. Original delivery charges

Where you exercise your statutory right to cancel an eligible online purchase, we will refund the applicable standard delivery charge paid for the order where required by UK law.

If you selected a more expensive delivery service, such as express or premium delivery, we are not required to refund the additional amount above the cost of our standard delivery option.

10. Partial refunds or deductions

Where permitted by law, Petslivy may reduce a change-of-mind refund if the value of the product has been reduced because it was handled beyond what would reasonably be permitted when examining the product in a physical shop.

Any deduction will be based on the actual reduction in value and will not affect your rights in relation to genuinely faulty products.

11. Exchanges

If you would like to exchange an eligible item, please contact Petslivy.

Depending on product availability, we may:

• Arrange an exchange or replacement; or

• Ask you to return the original product and place a new order

Products cannot be exchanged if they fall within a valid return exception unless they are faulty or your statutory rights otherwise apply.

12. Cancelling an order before dispatch

If you wish to cancel or amend an order before it has been dispatched, please contact us as soon as possible.

We will do our best to accommodate your request.

However, orders may enter processing quickly, and we cannot guarantee that an order can be changed or cancelled once fulfilment has started.

If your order has already been dispatched, you may still exercise any applicable cancellation and return rights after receiving it.

13. How to request a return

Before returning any product, please contact the Petslivy Customer Support Team through our Contact Us page.

Please provide:

Order number:
Full name:
Email address used to place the order:
Product:
Reason for return:
Photos or video: If applicable

Our support team will review your request and provide the appropriate return instructions.

Please do not send products to any address without first receiving return instructions from Petslivy.

14. Proof of purchase

We may ask you to provide reasonable proof that the product was purchased from Petslivy.

This may include your:

• Order confirmation

• Order number

• Email confirmation

• Payment record

15. Your statutory rights

Nothing in this Refund Policy is intended to exclude, restrict or limit any rights that you have under UK consumer law.

Your statutory rights may include rights relating to goods that are:

• Of satisfactory quality

• Fit for their intended purpose

• As described

• Faulty or defective

Where there is any conflict between this policy and rights that cannot lawfully be excluded or restricted, your statutory rights will apply.

16. Contact us

If you have any questions about a return, refund, replacement or exchange, please contact the Petslivy Customer Support Team through our Contact Us page.

We will be happy to assist you with your order.