Returns & Refunds Policy

Right of Withdrawal

You have the right to withdraw from your contract within 14 days without giving any reason. The withdrawal period expires 14 days from the day on which you (or a third party indicated by you, other than the carrier) acquire physical possession of the goods.

How to withdraw

To exercise the right of withdrawal, you must inform us at The Pet Loft UK, Customer Services, 39a Walton Road, Woking, GU21 5DL, or by email at service@thepetloft.co.uk of your decision by an unequivocal statement (e.g. a letter by post or email). You may use the model withdrawal form, but it is not obligatory. To meet the deadline, it is sufficient for you to send your communication before the withdrawal period has expired.

Effects of withdrawal

If you withdraw, we shall reimburse all payments received from you, including delivery costs (except supplementary costs from choosing a delivery type other than our least expensive standard option), without undue delay and in any event not later than 14 days from the day we are informed of your withdrawal. The cost of returning the goods is borne by you and will be deducted from the refund amount. We will use the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever is the earliest.

Return address

Please send the goods back to: Fanaaka Ltd, 39a Walton Road, Woking, GU21 5DL without undue delay and in any event not later than 14 days from the day you communicate your withdrawal. The deadline is met if you send the goods back before the 14-day period has expired. You incur the cost of returning the goods; this amount will be deducted from your refund. You are only liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Exclusions

The right of withdrawal does not apply to:

• Goods made to order or clearly tailored to your personal requirements
• Goods that may perish quickly or whose use-by date would expire rapidly
• Goods not suitable for return for reasons of health or hygiene if their seal has been broken after delivery
• Goods that were, after delivery, inseparably mixed with other goods