Urban Pet Play Ltd – Refund & Returns Policy

Urban Pet Play Ltd aims to make returns and refunds clear and straightforward. This policy explains your rights and our process for returning items purchased from our online pet shop, including our 14-day cooling-off period.

1) 14-day cooling-off period (change of mind)

If you change your mind, you have the right to cancel your order within 14 days of receiving your goods (the “cooling-off period”), in line with consumer regulations for online purchases.

To use this right:

• You must notify Urban Pet Play Ltd within 14 days of delivery that you wish to return the item(s).
• Items must be returned in a resellable condition (unused, with original packaging where possible).

2) Return postage costs

• Customers are responsible for the cost of return postage for change-of-mind returns unless we state otherwise.
• Original delivery/postage charges are not refunded as part of a cooling-off-period return.

3) Faulty, damaged, or incorrect items

If an item arrives damaged, is faulty, or you receive the wrong product, please contact us as soon as possible with your order number and photos (if relevant). Where confirmed, we will offer an appropriate remedy, which may include:

• A replacement item
• A refund (full or partial)
• Another suitable resolution in line with consumer law

4) How to request a return

To start a return, please contact us using the details on our website and provide:

• Your name and order number
• The item(s) you wish to return
• The reason for return (change of mind, faulty, damaged, incorrect item)
• Photos if the item is damaged or faulty

We will confirm the return address and any packaging instructions.

5) Refund processing

Once returned items are received and inspected:

• Approved refunds will be processed back to the original payment method.
• Refund timing may vary depending on your payment provider.

6) Exceptions

Some items may not be eligible for return for hygiene or safety reasons (for example, certain opened consumables), unless faulty. If an item is excluded, this will be stated at the point of sale or within product details.

Contact

For returns or refund queries, please use the contact information listed on the Urban Pet Play Ltd website and include “Return” or “Refund” in your message subject where possible.