Effective Date: 1 June 2026
Urban Pet Play Ltd
Website: www.urbanpetplay.com
Urban Pet Play Ltd understands that customers may occasionally need to cancel an order. This Order Cancellation Policy explains when and how orders may be cancelled, your rights under UK consumer law, and the circumstances in which cancellations may not be possible.
Nothing in this policy limits or excludes your statutory rights under applicable UK consumer protection legislation.
If you wish to cancel your order before it has been dispatched, please contact our Customer Support team as soon as possible.
If your order has not yet entered our fulfilment process, we will normally:
Cancel the order.
Issue a full refund using your original payment method.
Confirm the cancellation by email.
Because we aim to process orders quickly, we cannot guarantee that cancellation requests received after an order has been placed will be successful.
Once an order has been dispatched, it cannot usually be cancelled.
If your order has already left our warehouse, you may still have the right to return eligible items in accordance with our Returns & Refund Policy and your statutory rights.
If you no longer require the order, please wait until it has been delivered and then follow our returns procedure.
If you are purchasing as a consumer within the United Kingdom, you may have the legal right to cancel your purchase within 14 days of receiving your goods under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
If you choose to cancel within this period:
You must notify us within the cancellation period.
Goods should be returned in accordance with our Returns & Refund Policy.
Refunds will normally include the standard delivery charge where required by law.
You may be responsible for return postage costs unless we agree otherwise or the goods are faulty.
This statutory right applies only to eligible purchases and does not apply in every circumstance.
Certain products may not be eligible for cancellation or return once dispatched, including where permitted by law:
Perishable goods.
Personalised or customised products.
Goods made to your specifications.
Sealed products that are unsuitable for return for health or hygiene reasons once opened.
Digital content that has been downloaded or accessed with your consent.
Gift cards or vouchers (unless required by law).
Any exclusions will be clearly stated on the relevant product page where applicable.
If you have booked a pet care service, such as dog walking, pet sitting, grooming, daycare, or training, different cancellation terms may apply.
Cancellation conditions may depend on:
The type of service booked.
The amount of notice provided.
Whether preparations have already been made.
Any specific service agreement you have accepted.
Where applicable, these terms will be provided at the time of booking.
Urban Pet Play Ltd reserves the right to cancel an order before dispatch if:
A product becomes unavailable.
There is an obvious pricing error.
Payment cannot be authorised.
Fraud or unauthorised activity is suspected.
Incorrect customer information has been provided.
Delivery cannot reasonably be completed.
Circumstances beyond our reasonable control prevent fulfilment.
If we cancel your order, any payment already received will be refunded promptly.
Where a cancellation is accepted, refunds will normally:
Be issued using the original payment method.
Be processed as soon as reasonably practicable.
Include any amounts due under applicable consumer law.
Your payment provider may take additional time to credit the funds to your account.
If you wish to amend your order rather than cancel it, please contact us immediately.
We will make reasonable efforts to accommodate changes before dispatch, but we cannot guarantee that amendments will be possible once an order has entered our fulfilment process.
Orders placed for commercial, wholesale, or business purposes may be subject to different cancellation terms.
Separate contractual conditions may apply to trade customers.
Urban Pet Play Ltd shall not be liable for delays or cancellations resulting from circumstances beyond our reasonable control, including but not limited to:
Severe weather.
Natural disasters.
Industrial disputes.
Supply chain disruptions.
Transport delays.
Government restrictions.
Cybersecurity incidents.
Public health emergencies.
Where possible, we will keep customers informed and work to minimise disruption.
We may update this Order Cancellation Policy from time to time to reflect changes in legislation, business operations, or customer service procedures.
The latest version will always be available on www.urbanpetplay.com.
Urban Pet Play Ltd
Website: www.urbanpetplay.com
Email:
If you have any questions about cancelling an order or your rights as a consumer, please contact our Customer Support team. We are committed to handling cancellation requests fairly, efficiently, and in accordance with UK consumer law.
