Returns & Refunds Policy

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel a distance purchase within 14 days of receiving most products without giving a reason. This is in addition to your rights under the Consumer Rights Act 2015, which says products must be of satisfactory quality, fit for purpose and as described.

You may cancel an order before it has been dispatched for a full refund. To cancel, contact us at info@petcomfortworld.co.uk with your order details. If the order has already been dispatched, please follow the return process below.

• Contact us within 14 days of receiving the product to request a return.
• We will confirm your return request and provide the return address within 2 working days.
• Return the product to us within 14 days of notifying us, in its original condition and packaging where possible.
• Include your order number and a brief reason for the return with the package.
• You are responsible for the cost of return postage unless the product is faulty, not as described, or we agree otherwise in writing.

We refund the original product price and standard delivery charge within 14 days of receiving the returned product or evidence of its return, whichever is sooner. Refunds are made to the original payment method. If the product is faulty or not as described, we also refund your reasonable return postage costs.

If a product arrives damaged, faulty or not as described, contact us within 30 days of delivery with details and photos where possible. We will arrange a replacement, repair or full refund (including return postage) at no cost to you. Your statutory rights are not limited by this timeframe.

The following items are exempt from the 14-day cancellation right where they are personalised or perishable:

• Products made to your specification or clearly personalised.
• Perishable goods such as food and treats, where the seal is broken.
• Products that by their nature cannot be returned for health or hygiene reasons once unwrapped.

If you believe an item was faulty or not as described, you still have rights under the Consumer Rights Act 2015 regardless of this list — contact us and we will help.

Our agency services are governed by your signed service schedule and agreement. The following applies:

• Pre-paid retainers — if you cancel before work begins, any pre-paid retainer for work not yet started is refunded on a pro-rata basis. Work already completed is chargeable.
• Monthly fees — monthly management fees are not refundable for the month in which notice is given, but no further fees are due after the notice period set out in your agreement.
• Commission — commission on eligible net sales or defined operating profit is earned when the relevant sales or profit is recorded and is not refundable.
• Advertising spend — third-party ad spend is passed through at cost and is not refundable once committed to the platform.
• Disputed fees — if you believe a fee was calculated incorrectly, raise a documented query within 30 days of the statement date and we will review and correct any confirmed error.

If you believe a charge is incorrect, please contact us first at info@petcomfortworld.co.uk. We aim to resolve disputes promptly. Initiating a chargeback without first contacting us may delay resolution.

For any return, refund or query, email info@petcomfortworld.co.uk, call 07376 530716, or write to 73 Hadrian Road, Newcastle Upon Tyne, NE4 9QH, England.