Refund policy

Overview:

Received a defective item or your order got damaged in transit? No worries! We will work with you to resolve the issue as long as you contact us at animarapetstore@gmail.com within 2 days of your receipt of the product.

Just not happy with your purchase? Under UK distance selling regulations, you have the right to request a return within 14 days of receipt. Simply follow the digital return instructions below.

Want to change or cancel your order? We can cancel an order that has not been processed yet. In order to cancel your order, we must hear from you at the latest by 11:59 PM (UK Time) on the day of ordering. Otherwise, your order will be processed and shipped out according to our terms. Please note that any orders that have already been packed or shipped cannot be cancelled. Contact us at animarapetstore@gmail.com.

 

Order lost in transit?

We utilize tracked shipping lines to ensure fast, reliable delivery. However, in rare cases of severe carrier delays or customs holds, an order may take longer than usual. In compliance with UK consumer law, if your order is not delivered within 30 days of the dispatch date, it is considered lost in transit and we will immediately offer you a full refund or a free replacement—your choice. Note: For faster shipping, items in the same order may be dispatched separately and arrive in multiple packages..

 

Returns & Timeframes:

Our return policy lasts 14 days. If 14 days have gone by since the delivery of your purchase, unfortunately, we cannot offer you a refund or exchange.

 

Smart Devices & Electronic Items (Non-Defective Returns):

 If you simply change your mind about your purchase (buyer's remorse), returns on electronic devices (including but not limited to smart feeders, cameras, and water fountains) are only accepted if the item is entirely unopened, unused, and the factory seal remains intact.

Due to the high value and logistical costs of these items, a 15% restocking fee may apply to non-defective returns to cover processing. (Note: If you have opened your item and discovered a manufacturing defect, this unopened rule does not apply. Please refer to the "Damaged or Defective Items" section below for instructions on getting a free replacement).

 

International & Domestic Returns:

Our primary distribution centers are located internationally. However, for approved returns, we will provide a designated UK returns facility address. For non-defective returns (e.g., buyer's remorse), the customer is strictly responsible for covering the cost of tracked return shipping to this facility. We strongly recommend using a trackable shipping service, as we cannot guarantee receipt of returned items.

 

Hygiene Restrictions:

Please note that our return policy does not include pet apparel (such as sweaters, coats, or costumes), nor does it include assembled pet fountains, bowls, or feeders that have been used with water or food. Due to strict health and hygiene reasons, these items are final sale once used and cannot be returned unless a manufacturer defect is confirmed.

 

Damaged Or Defective Items:

Any damaged or defective items must be reported to us within 2 days of your package delivery date. Items are not eligible for a refund due to size or measurement issues if the shipped item is the same variant/size as you ordered. In case the size/variant issue is due to us, we accept exchange or refund requests.

 

                                   For standard accessories (under £30):

• If an item arrives damaged, please email us with a clear photo or video. If a defect is confirmed digitally, we will send out a replacement free of charge, and you do not need to return the damaged item;

 

•   For high-value or electronic items (over £30):

• Claims must be accompanied by a continuous, unedited video demonstrating the defect. The video must clearly show the item plugged into a working power source, the specific malfunction occurring, and the manufacturer's serial number or base plate.

   

Technical Support & Troubleshooting:

For all electronic items or smart devices, customers are required to complete a troubleshooting process with our support team before a defect claim can be authorized. This may involve resetting the device, checking power sources, or verifying app connectivity. Replacements can only be authorized once this technical assessment is complete.

 

Return Conditions:

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Customized products aren't eligible for a return.

 

Return Authorization Warning:

Never return items to the address listed on your shipping package. This is a dispatch-only facility, and physical returns sent there will be rejected and destroyed by customs, rendering you ineligible for a refund. All returns must be explicitly authorized by our team at animarapetstore@gmail.com, who will provide the correct return address documentation.

 

How to request returns?

It's really simple & easy! Get in contact at animarapetstore@gmail.com and your return will be investigated digitally via photos or video description. If the goods are faulty or damaged, we offer either a new item (exchange) or full refund following our verification process. Refunds will be returned to the same method of order payment.