Returns & Refunds Policy
Urban Pet Play Ltd
This Returns & Refunds Policy explains your rights when shopping with Urban Pet Play Ltd, in accordance with UK consumer protection law.
1. Your Legal Rights (UK Law)
All customers in the United Kingdom are protected under:
Consumer Rights Act 2015
All goods supplied must be:
- As described
- Of satisfactory quality
- Fit for purpose
If your item is faulty, damaged, or not as described, you are entitled to a repair, replacement, or full refund.
You may also have the right to reject faulty goods within 30 days of receiving your order for a full refund.
Consumer Contracts Regulations 2013
For online purchases, you have a 14-day cooling-off period starting from the day after delivery.
During this time, you may cancel your order for any reason and receive:
- A full refund of the product cost
- A refund of standard delivery charges (if applicable)
2. How to Return an Item
To start a return, please contact our customer support team with your order number and reason for return.
Once approved:
- You will receive return instructions
- Items must be sent back within the agreed timeframe
- Items must be unused and in original packaging (where applicable)
3. Refunds
Once your return is received and inspected:
- Refunds are processed to your original payment method
- Processing times may vary depending on your bank or payment provider
- You will be notified once your refund has been issued
4. Faulty or Incorrect Items
If you receive a faulty, damaged, or incorrect item:
- Contact us as soon as possible
- We will arrange a replacement, refund, or alternative solution
- We cover return costs for faulty or incorrect goods
5. Non-Returnable Items
For hygiene, safety, or product integrity reasons, some items may not be eligible for return unless faulty. These may include:
- Opened food or treats
- Used grooming or hygiene products
- Perishable or sealed items once opened
These exclusions will be clearly shown at checkout where applicable.
6. Delivery Refunds
If you cancel your order within the 14-day cooling-off period:
- Standard delivery costs will be refunded
- Express or premium delivery upgrades may not be fully refundable
7. Animal Welfare Compliance (Important Notice)
Urban Pet Play Ltd complies fully with UK animal welfare legislation.
- We do not sell puppies or kittens online
- Any references to live animals relate only to accessories, care, or approved regulated supply chains
- We comply with relevant UK licensing and animal welfare standards, including applicable local authority requirements
8. Contact Us
If you have any questions about returns or refunds, please contact:
Urban Pet Play Ltd
London, United Kingdom
Email: support@urbanpetplay.com