Last updated: 29/09/2025

At www.pet-protection.org , we want both you and your pets to be completely happy with your purchase. If something isn’t right, we’re here to help. Please read our Returns & Refunds Policy carefully to understand your rights and our process.

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

As a UK customer, you have the legal right to cancel your order within 14 days of receiving your Products. This is known as the “cooling-off period.”

• To cancel, simply email us at contact@pet-protection.org within 14 days of delivery.
• You must return the Products to us in their original, unopened condition within 14 days of notifying us.
• You will be responsible for the return postage costs unless the Products are faulty or sent in error.
• Once we receive your returned Products, we will issue a full refund within 7–10 business days to your original payment method.

2. Returning Unopened Products

We accept returns of unopened and unused Products within 14 days of delivery. The item must be in its original packaging and in resalable condition.

3. Opened or Used Products

For hygiene and safety reasons, we cannot accept returns of opened or used Products unless they are:

• Faulty,
• Damaged on arrival, or
• Incorrectly supplied.

If this applies, please contact us within 7 days of delivery so we can arrange a replacement or refund.

4. Faulty or Damaged Products

We take great care to ensure that your order reaches you in perfect condition. However, if your order arrives damaged or you believe the Product is faulty:

• Contact us at contact@pet-protection.org with your order number, details of the issue, and photos if possible.
• We will offer you a replacement, exchange, or full refund at no extra cost.

5. Refunds

• Refunds will be made to the original payment method only.
• We aim to process all refunds within 7–10 business days of receiving your return.
• Please note that it can take additional time for your bank or payment provider to credit the funds back to your account.

6. Exchanges

Unfortunately, we cannot process direct exchanges. If you wish to try a different Product, please return the original item (if eligible) for a refund and place a new order through our Website.

7. How to Return Your Products

To arrange a return:

1. Email contact@pet-protection.org with your order number and reason for return.
2. We will provide you with the return address and any instructions.
3. Package the Products securely and send them using a tracked service (recommended).

8. Contact Us

If you have any questions about our Returns & Refunds Policy, please get in touch:

Email: contact@pet-protection.org
Address: PetProtection Ashton Hill House, The Old Dairy, Farm Weston Rd, Failand, Bristol BS8 3US