Refund Policy

1. Overview

We want you and your pets to be happy with your purchase. This Refund & Returns Policy explains your rights when requesting a return, exchange, or refund on products purchased from our website. This policy applies to UK consumers and complies with UK consumer law.

2. Your Right to Cancel (Cooling-Off Period)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 calendar days of receiving your goods, without needing to give a reason.

To exercise your right to cancel:

• Contact us within 14 days of receiving your order via email at [Insert Email].

• Return the goods to us within 14 days of notifying us of the cancellation.

• You are responsible for return postage unless the item is faulty or incorrect.

Items must be unopened, unused, and in their original packaging for a full refund.

3. Exceptions

Due to the nature of our products, we cannot accept returns or provide refunds for:

• Opened or used items

• Perishable goods (e.g., treats or supplements that have been opened or stored improperly)

• Custom or personalised items

If a product is returned in a condition unsuitable for resale, we reserve the right to refuse the refund or apply a deduction.

4. Damaged, Faulty or Incorrect Items

If your item arrives damaged, defective, or not as described, please contact us within 7 days of receipt with:

• Your order number

• Description and photos of the issue

• Whether you prefer a replacement or refund

We will either:

• Arrange a refund,

• Offer a replacement at no extra charge, or

• Provide store credit, depending on your preference and product availability.

Return postage costs for faulty or incorrect items will be reimbursed.

5. How to Request a Return or Refund

Please email our customer support team at [Insert Contact Email] with:

• Your name

• Order number

• Reason for return

• Photos (if applicable)

Our team will confirm eligibility and provide return instructions, including the return address.

6. Refund Timeframes

Once we receive and inspect your returned item(s), we will:

• Approve the return if it meets our criteria

• Issue a refund to your original payment method within 5–10 business days

Shipping fees are non-refundable unless the item was damaged or incorrect.

7. Contact Us

If you have questions or need assistance, contact us at:
Email: hah.pet@outlook.com