At Urban Pet Play Ltd, we want you and your pets to be completely satisfied with every purchase. If something isn’t quite right, this policy explains how returns and refunds are handled.

1. Your Right to Cancel (UK Consumer Rights)

Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods for a full refund.

• You then have a further 14 days to return the item(s)
• Items must be unused, in original packaging, and in resalable condition

2. Returns Eligibility

We accept returns under the following conditions:

• Items must be unused and in original condition
• Packaging must be intact with all labels attached
• Proof of purchase (order confirmation or receipt) is required

Non-returnable items include:

• Opened or used pet food and treats (for hygiene reasons)
• Personalised or custom-made items
• Perishable goods
• Items returned outside the return window

3. How to Return an Item

To initiate a return:

1. Contact us at support@urbanpetplay.com
2. Provide your order number and reason for return
3. Our team will provide return instructions

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

4. Refund Process

Once your return is received and inspected:

• Approved refunds will be processed within 5–7 working days
• Refunds are issued to your original payment method
• You will receive confirmation once your refund has been processed

5. Faulty, Damaged, or Incorrect Items

If your order arrives damaged, faulty, or incorrect:

• Contact us within 48 hours of delivery
• Provide photos and details of the issue

We will offer:

• A replacement item, or
• A full refund, including any delivery charges

6. Exchanges

We currently do not offer direct exchanges. If you need a different product:

• Return the original item for a refund
• Place a new order for the desired item

7. Late or Missing Refunds

If you haven’t received your refund:

• Check your bank account again
• Contact your payment provider (processing times may vary)
• If still unresolved, contact us directly

8. Return Address

Return details will be provided upon approval of your return request. Please do not send items back without contacting us first.

9. Contact Us

For all returns and refund enquiries:

Urban Pet Play Ltd
Email: support@urbanpetplay.co.uk
Website: www.urbanpetplay.co.uk

Urban Pet Play Ltd provides a transparent and customer-friendly returns and refunds process for all pet supplies and accessories, ensuring peace of mind with every purchase.