Returns & Refunds Policy

Last updated: 21/09/2026

We want you to shop with confidence. This policy explains how cancellations, returns and refunds are handled. It does not reduce any rights you may have under applicable UK consumer law.

YOUR 14-DAY RIGHT TO CANCEL

For most goods bought online, you may tell us that you wish to cancel from the time you place the order until 14 days after the day the goods come into your possession. You do not need to give a reason.

If an order is delivered in separate parcels, the cancellation period generally runs from the day the final item covered by that order comes into your possession.

To cancel, email care@petlopolis.com with your order number and a clear statement that you wish to cancel. You may also use the model cancellation form at the end of this policy.

RETURNING GOODS AFTER CANCELLATION

After telling us that you are cancelling, you should return the relevant goods within 14 days. We will provide return instructions and the appropriate return address. Do not send a return to an address shown on a parcel without first following our return instructions, because fulfilment locations may differ.

Unless the item is faulty, incorrect, damaged in transit, or we have expressly agreed otherwise, you are responsible for the direct cost of returning goods after a change-of-mind cancellation.

REFUNDS AFTER CANCELLATION

Where the statutory cancellation right applies, we will refund the price paid for the goods and the standard outbound delivery charge you paid, if any. If you selected a more expensive delivery method, we are not required to refund the difference above the standard delivery option.

We may wait to issue the refund until we receive the goods back or you provide evidence that they have been sent back, whichever occurs first. Refunds will be made to the original payment method within the applicable legal timeframe.

HANDLING THE PRODUCT

You may inspect goods as you reasonably would in a physical shop. If handling goes beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods and their value is reduced, an appropriate deduction may be made where permitted by law.

FAULTY, DAMAGED, INCORRECT OR NOT-AS-DESCRIBED GOODS

If an item arrives faulty, damaged, incorrect or materially different from its description, contact care@petlopolis.com as soon as possible with your order number and, where useful, photographs or video showing the issue. Your statutory rights are not limited to a 48-hour reporting window.

Depending on the circumstances and your legal rights, the remedy may include repair, replacement, price reduction or refund. Where goods are faulty or incorrect, we will not require you to bear a return cost that the law places on us.

EXCLUSIONS FROM CHANGE-OF-MIND CANCELLATION

Some goods may be excluded from the statutory change-of-mind cancellation right, including certain personalised or made-to-specification goods, goods liable to deteriorate rapidly, and sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed. An exclusion will only be relied upon where it genuinely applies to the product and applicable law.

EXCHANGES

To keep fulfilment clear and traceable, Petlópolis may handle size or colour changes as a return followed by a new order rather than a direct exchange. Contact Customer Care before returning anything so we can confirm the available option.

MODEL CANCELLATION FORM

To: Petlópolis, [BUSINESS POSTAL ADDRESS], care@petlopolis.com

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Order number:

Ordered on / received on:

Name:

Address:

Signature (only if this form is notified on paper):

Date:

CONTACT

Returns and refunds: care@petlopolis.com