Refund policy

14-day return policy

Except where longer statutory rights apply, we accept return requests submitted within 14 calendar days after the last item in an order is recorded as delivered.

If the end of the return-request period falls on a weekend or applicable public holiday, the period will be extended where required by applicable law or our published return rules.

To qualify for a voluntary return, the item must be in the same condition in which it was received: unused, unworn, unwashed and free from pet hair, stains, odours, damage or other signs of use.

All original tags, accessories, manuals and packaging must be included. You must also provide your order number or other proof of purchase.

Customers may inspect a product to the extent reasonably necessary to establish its nature, characteristics and functioning. Where legally permitted, we may deduct an amount reflecting an actual loss in value caused by handling beyond what is reasonably necessary.

We do not charge a fixed restocking fee.

Starting a return

To request a return, email info@pet2cute.com within the applicable return period. Include:

Your order number
The product you wish to return
The reason for the return
Photographs or video if the product is damaged, defective or incorrect

If your return is accepted, we will provide the correct return address and complete return instructions by email.

Do not return products to the sender address shown on the original parcel. Orders may be dispatched from a logistics facility that is not authorized to receive returns.

Products sent without prior authorization, or sent to an address not provided by Pet2Cute for that return, may be rejected and might not qualify for a refund.

Return shipping

For voluntary or change-of-mind returns, the customer is responsible for arranging and paying all return-shipping and packaging costs.

We do not provide a prepaid return label for voluntary returns unless we expressly agree otherwise.

We strongly recommend using a trackable shipping service and retaining the shipping receipt. Pet2Cute is not responsible for a returned parcel that is lost, damaged or delivered to an incorrect address.

Original shipping charges, customs duties, import taxes and carrier-handling fees are non-refundable, except where applicable law requires otherwise.

If the return results from our error—for example, you received a defective, damaged or incorrect product—contact us before returning it. Where the claim is approved, we will provide an appropriate remedy and cover reasonable return-shipping costs where required.

No fixed restocking fee

Pet2Cute does not charge a fixed restocking fee for an accepted return.

Where legally permitted, we may make a reasonable deduction for an actual loss in value caused by handling beyond what is necessary to inspect the product.

Any deduction will be assessed individually and will not be imposed as a fixed percentage or cancellation penalty.

Damaged, defective or incorrect products

Please inspect your order promptly after delivery.

If an item arrives defective, damaged or incorrect, contact info@pet2cute.com as soon as possible and include your order number and clear photographs or video showing the issue.

Please keep the product and all packaging while we investigate. Do not discard or return the item until we provide instructions.

Depending on the circumstances and applicable law, the available remedy may include replacement, repair, store credit, a partial refund or a full refund.

Nothing in this policy limits any mandatory rights available for faulty, unsafe, misdescribed or non-conforming goods.

Non-returnable products

Except where applicable law requires otherwise, we do not accept voluntary returns of:

Gift cards
Personalized, custom-made or special-order products
Perishable products
Opened hygiene-sensitive products where a statutory hygiene exception applies
Hazardous materials, flammable liquids or gases
Products showing wear, pet hair, stains, odours, washing, alteration, misuse or damage after delivery

A sale or discounted price alone does not remove any mandatory consumer right.

Products that are faulty, unsafe, incorrect or materially different from their description may remain eligible for a remedy regardless of a Final Sale label.

Contact info@pet2cute.com before purchasing if you are uncertain whether a product can be returned.

Order cancellations

Customers may request cancellation of an order at any time before it has been fulfilled or dispatched.

Approved cancellations will be refunded to the original payment method. We do not charge a cancellation or restocking fee for an order cancelled before fulfillment.

Once an order has been fulfilled or dispatched, it can no longer be cancelled through our order-cancellation process. The customer may instead request a return under this Refund Policy and any applicable statutory cancellation or withdrawal rights.

Contact info@pet2cute.com as soon as possible if you need to cancel or modify an order.

Exchanges

We do not offer direct exchanges.

To obtain a different product, colour or size, request a return for the original item. After the return is approved, place a separate order for the replacement product.

European Union cooling-off rights

If an order is delivered to a consumer in the European Union, the customer generally has the right to notify us of their decision to withdraw from the purchase within 14 days after receiving the last item in the order, without providing a reason, subject to statutory exceptions.

After notifying us of the withdrawal, the customer must return the goods within 14 days.

The customer is responsible for the direct cost of returning the goods unless we agree otherwise, the return results from our error or applicable law requires us to pay it.

No fixed restocking fee applies to a valid exercise of the EU right of withdrawal.

Where legally permitted, we may deduct an amount reflecting an actual loss in value caused by handling beyond what is necessary to establish the product’s nature, characteristics and functioning.

For a valid withdrawal, we will refund the amounts required by applicable law, including the cost of our least-expensive standard delivery method. Additional charges for express or upgraded delivery are not refundable.

We may withhold the refund until we receive the returned goods or the customer provides evidence that the goods have been sent, whichever occurs first.

United Kingdom cancellation rights

If an order is delivered to a UK consumer, the customer generally has the right to notify us of cancellation within 14 days after receiving the last item in the order and then return the goods within the applicable statutory period, subject to legal exceptions.

No fixed restocking fee applies to a valid exercise of this statutory cancellation right.

A legally permitted deduction may be made for an actual loss in value caused by handling beyond what would reasonably be allowed in a physical shop.

The customer is responsible for return-shipping costs where permitted and disclosed before purchase.

We will refund the amounts required by UK law, including the original standard-delivery charge where applicable. Additional express or upgraded delivery charges are not refundable.

Other statutory consumer rights

This policy does not exclude, restrict or replace any mandatory consumer right that applies in the customer’s country or region.

If local law provides a longer cancellation, return, guarantee or remedy period, that mandatory right will take precedence over this policy.

Refunds

We will notify you after receiving and inspecting your return and tell you whether the refund has been approved.

If approved, the eligible refund—less any non-refundable charges or legally permitted deductions—will be issued to your original payment method within 10 business days.

Where applicable law requires a shorter deadline, we will process the refund within that legally required period.

Your bank, card issuer or payment provider may require additional time to post the refund to your account.

If more than 15 business days have passed since we confirmed that your refund was approved, contact info@pet2cute.com.