Last Updated: October 2025

Overview

Thank you for shopping with PetCareVille. We want you and your pets to be happy with every purchase. This refund policy applies to all orders placed through our website (petcareville.com) and complies with consumer protection laws in the United Kingdom, Germany, Netherlands, Belgium, and European Union regulations.

1. Your Consumer Rights (EU & UK Law)

You have the following rights under UK and EU consumer protection laws:

  • Right to cancel: You may cancel orders within 14 calendar days of receiving your product (cooling-off period), with limited exceptions.

  • Right to a refund: You are entitled to a full refund if we are at fault (delivery failure, damaged items, incorrect items).

  • Right to replacement: You may request a replacement instead of a refund for defective products.

  • No liability for faults: Merchants cannot exclude liability for faulty products under consumer law.

These rights cannot be limited by this policy.

2. Order Cancellations (Pre-Shipment)
Eligibility

  • Orders may be cancelled for a full refund if the cancellation request is received before the order has been shipped.

  • Cancellation must be requested in writing to: support@petcareville.com

  • Cancellation requests are processed within 48 business hours.

Non-Cancellable Orders

  • Preorder items: Cannot be cancelled after payment is confirmed.

  • Custom-made products: Cannot be cancelled once processing has begun.

  • Digital products or subscriptions: Cannot be cancelled per EU digital goods directive.

Refund Timeline

  • Refunds for cancelled orders are issued within 5–10 business days to the original payment method.

3. Returns & Refunds (Post-Delivery)
Your 14-Day Right of Withdrawal (EU Consumer Law)

You have 14 calendar days from the date you receive your order to return it without providing a reason, except for:

  • Custom or made-to-order items (not applicable to standard pet products)

  • Items already used or damaged by the customer

  • Items where seals have been broken (if the product cannot be resold as new)

To exercise your withdrawal right:

  1. Contact us at support@petcareville.com within 14 days

  2. State your intention to return the product

  3. Return the item in its original condition and packaging

  4. Include proof of purchase (invoice or order number)

Return Shipping:

  • For withdrawals within 14 days: You pay for return shipping (unless the product was defective or we made an error).

  • We will reimburse your return shipping costs after we receive and inspect the item.

  • Return address will be provided upon request.

Refund Processing:

  • Refunds are issued within 14 days of receiving and inspecting the returned item.

  • Refunds are credited to your original payment method.

  • Please allow 5–10 additional business days for your bank to process the refund.

4. Refunds for Damaged, Incorrect, or Missing ItemsWhen We Are Responsible

If an item arrives damaged, incorrect, or missing, PetCareVille will provide a full refund or free replacement at no cost to you.

Reporting Requirements

Timeline: Report damage, incorrect, or missing items within 30 calendar days of delivery.

Required Evidence:

  • For damaged items: High-quality photos or video showing the damage clearly

  • For missing items: Photos of the empty box or packing slip showing the item was listed but not included

  • For incorrect items: Photos of the item received and your original order confirmation

Submit evidence to: support@petcareville.com

Processing

  • Once valid evidence is received, we will approve your refund or replacement within 5–7 business days.

  • Replacements are shipped at our expense and arrive within 7–14 business days.

  • Refunds are credited to your original payment method within 14 days of approval.

5. Refunds for Delivery Failures
Non-Delivery or Stuck in Transit

We guarantee delivery within the following timeframes:

  • 60 days from the shipping date (standard delivery worldwide)

  • 45 days (orders to select regions)

  • 110 days (orders to select destinations)

If your order exceeds these timeframes and shows no tracking update or has not arrived:

  1. Contact us at support@petcareville.com with your order number and tracking details

  2. We will investigate and either:

    • Resend the order at no cost, or

    • Issue a full refund

Non-Delivery Despite "Delivered" Status:

If your tracking shows "delivered" but you did not receive the package:

  1. Report this to support@petcareville.com within 30 days of the delivery date

  2. You may be asked to obtain a non-delivery certification from your carrier or postal authority

  3. Once verified, a full refund or replacement will be issued

6. Refunds for Faulty or Defective Products
EU & UK Consumer Rights

Under UK and EU consumer law, products must be of satisfactory quality and fit for purpose. If your product is faulty or defective:

  • Within 30 days: You may request a full refund or replacement without needing to prove fault

  • After 30 days (within 6 months in EU, 6 years in UK): You may still claim a refund if the fault existed at the time of delivery

Reporting a Faulty Product

  1. Contact support@petcareville.com within 30 days of delivery

  2. Describe the fault in detail

  3. Submit photos or videos showing the defect

  4. Include your order number and proof of purchase

We will respond within 5 business days with a replacement or refund option.

7. Special Cases & Exclusions
No Refund For:

  • ❌ Products that have been used, altered, or damaged by the customer beyond normal use

  • ❌ Products where the original packaging has been removed (if required for resale)

  • ❌ Promotional or gift card credits (non-refundable, non-transferable)

  • ❌ Subscription charges beyond 5 days if order credits have been used

  • ❌ Orders older than 90 days from the purchase date

Country-Specific Consumer Protection

United Kingdom:

  • 14-day cooling-off period applies (Consumer Contracts Regulations 2013)

  • 6-year liability for faulty products under Sale of Goods Act 1979

  • Right to reject goods within 30 days if not of satisfactory quality

Germany & EU (Netherlands, Belgium):

  • 14-day withdrawal right applies (EU Consumer Rights Directive 2011/83/EU)

  • 6-month presumption of fault for delivered products

  • Right to repair or replacement before refund

  • VAT reversal may apply on cross-border refunds

8. Refund Method & Timeline
How Refunds Are Processed

  • Refund method: Always to the original payment method used at checkout

  • Credit card refunds: 5–10 business days (depending on your card issuer)

  • PayPal refunds: 1–3 business days

  • Bank transfer refunds: 5–10 business days (depending on your bank)

Note: Some banks may display the refund as "pending" before it fully processes. Contact your bank if funds don't appear after 10 business days.

9. Handling Disputes
What To Do If You Have a Problem

  1. Contact us first: Email support@petcareville.com with your order number and issue details

  2. We will respond within 48 hours with a resolution or next steps

  3. If unresolved: You may file a dispute with your payment provider (credit card company, PayPal, etc.)

  4. Consumer protection: You may also contact your local consumer protection authority

Payment Provider Disputes

If you file a dispute with your credit card company or PayPal:

  • We will cooperate fully with the dispute resolution process

  • We may request evidence of the issue (photos, tracking info, communication records)

  • Disputes may result in account restrictions if found to be invalid

10. Contact Us
Customer Support

Email: support@petcareville.com
Response time: Within 48 business hours
Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom

Available: Monday–Friday, 9:00 AM – 5:00 PM (GMT)

Consumer Protection Resources

  • UK: Citizens Advice Consumer Service (citizensadvice.org.uk)

  • Germany: Verbraucherzentralen (verbraucherzentralen.de)

  • Netherlands: Consumentenbond (consumentenbond.nl)

  • EU General: European Consumer Centers Network (ec.europa.eu/consumers)

11. Policy Changes

PetCareVille reserves the right to update this policy at any time. Changes are effective immediately upon posting to the website. Your continued use of the website indicates acceptance of the updated policy.

This policy complies with:

  • ✅ Consumer Rights Act 2015 (UK)

  • ✅ EU Consumer Rights Directive 2011/83/EU

  • ✅ German Consumer Protection Act (BGB)

  • ✅ Dutch Consumer Protection Act (Wet Koop op Afstand)

  • ✅ Google Shopping Policy requirements

  • ✅ E-commerce best practices for customer confidence

In short: You can cancel before shipping for a full refund. After delivery, you have 14 days to return unopened items. If your order arrives damaged or incorrect, we’ll replace or refund it immediately.

Effective Date: October 25, 2025
Last Reviewed: October 25, 2025
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