Returns & Refunds Policy
We want you and your dog to be happy with every order. This policy explains your right to cancel and return items, how refunds work, and your rights if something is faulty.
1. Your 14-day right to cancel
If you are a consumer, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason, under the Consumer Contracts Regulations 2013. To cancel, contact us at hello@poorly-pet.com with your order number.
2. Returning your items
After telling us you wish to cancel, you have a further 14 days to return the goods. Items should be returned unused, in their original condition and packaging where possible. You are responsible for the cost of return postage unless the item is faulty or incorrect.
3. Exceptions
For hygiene and safety reasons, certain products cannot be returned once opened or if any seal is broken — for example consumable health products, supplements and perishable items — unless they are faulty. This does not affect your statutory rights.
4. Refunds
Once we receive your returned item, or proof that you have returned it, we will refund you within 14 days. Refunds are made to your original payment method. We may reduce a refund to reflect any loss in value caused by handling beyond what is necessary to check the goods.
5. Faulty or incorrect items
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If an item is faulty, damaged or not what you ordered, contact us and we will arrange a replacement or full refund, including any return postage costs.
6. Our 30-day money-back guarantee
In addition to your legal rights, we offer a 30-day money-back guarantee on eligible products. If you’re not satisfied, get in touch within 30 days of receiving your order and we’ll make it right. This guarantee is in addition to, and does not affect, your statutory rights.
7. How to start a return
Email hello@poorly-pet.com with your order number and the items you wish to return, and we’ll guide you through the next steps.
Contact us
Need to return something or have a question? We’re here to help:
Poorly Pet Ltd
Registered in England & Wales — company number 17086223
Registered office: 4 Lomas Road, Sandbach, Cheshire, CW11 3EE, United Kingdom
Email: hello@poorly-pet.com
Website: www.poorly-pet.com