Urban Pet Play Ltd

1. Overview

At Urban Pet Play Ltd, we want you and your pets to be completely satisfied with your purchase. This policy outlines your rights and our procedures for returns and refunds in line with UK consumer law.

2. Your Right to Cancel (UK Consumer Contracts Regulations)

You have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

To exercise your right to cancel, you must notify us within this period by email.

After cancelling, you have a further 14 days to return the items to us.

3. Eligibility for Returns

To be eligible for a return:

• Items must be unused and in original packaging

• Items must be in a resellable condition

• Proof of purchase (order confirmation or receipt) is required

4. Non-Returnable Items

For hygiene and safety reasons, certain items cannot be returned unless faulty, including:

• Opened or used pet food

• Treats or edible products

• Personalised or custom-made items

• Hygiene-sensitive products (e.g. grooming items if opened)

5. Faulty or Damaged Items

If your item is faulty, damaged, or incorrect:

• Please contact us within 48 hours of delivery

• Provide your order number and clear photos of the issue

We will offer:

• A replacement, or

• A full refund (including standard delivery costs), where applicable

6. Return Process

To initiate a return:

1. Email us at info@urbanpetplay.com with your order number

2. Wait for return instructions

3. Securely package the item and send it to the provided return address

Customers are responsible for return shipping costs unless the item is faulty or incorrect.

We recommend using a tracked delivery service, as we cannot be responsible for lost returns.

7. Refunds

Once your return is received and inspected:

• We will notify you of the approval or rejection of your refund

• Approved refunds will be processed within 5–10 business days

Refunds will be issued to the original payment method.

8. Exchanges

We only replace items if they are defective or damaged. If you need a different item, please place a new order.

9. Late or Missing Refunds

If you have not received your refund:

• Check your bank account again

• Contact your payment provider (processing times may vary)

• If the issue persists, contact us directly

10. Contact Information

If you have any questions about returns or refunds, please contact us:

Email: info@urbanpetplay.com
Address: Unit A456 4 – 6 Greatorex Street Greatorex Street, London, England, E1 5NF