REFUND POLICY – PETCUDD

Petcudd is committed to ensuring a safe, fair, and transparent shopping experience for all customers. This Refund Policy explains how refunds are handled in accordance with UK consumer protection laws.

1. Eligibility for Refunds

You may be eligible for a refund under the following circumstances.

1.1 Change of Mind – 14-Day Right to Cancel

Under the UK Consumer Contracts Regulations 2013, customers have the right to cancel their order for any reason within 14 days of receiving the product.
A refund will be issued once the item is returned in accordance with our Returns Policy.

1.2 Faulty, Damaged, or Incorrect Items

According to the Consumer Rights Act 2015, you are entitled to a full refund if your product arrives damaged, is defective or malfunctioning, is not as described, or if the wrong item was delivered.
In these situations, Petcudd will cover all return shipping costs.

2. Conditions for Refund

To receive a refund, the returned item must be in its original condition, unused, and undamaged in the case of change-of-mind returns. It must include all accessories, manuals, and packaging, and meet the standards outlined in our Returns Policy.
Products damaged due to misuse or neglect are not eligible for a refund.

3. Refund Process

To start a refund request, email our support team at support@petcudd.com.
Please include your full name, order number, reason for requesting a refund, and photos or videos if the item is faulty or damaged.
We will then provide detailed return instructions, including the return address and procedure.
Once the returned item is received and inspected, we will notify you regarding the approval of your refund.

4. Refund Timeframes

Refunds are processed using the same payment method used at checkout.
The standard processing timeframe is 5–10 business days after the returned item is inspected.
Processing times may vary depending on your bank or payment provider.

5. Return Shipping Costs

For change-of-mind returns, the customer is responsible for all return shipping costs.
For faulty, damaged, or incorrect items, Petcudd covers all return shipping costs and may provide a prepaid return label when applicable.

6. Non-Refundable Items

Refunds cannot be issued for used or damaged items not caused by manufacturing defects, personalised or customised products unless faulty, items returned without proper packaging or accessories, or products damaged due to improper handling.

7. Partial Refunds

Partial refunds may be issued if items show minor signs of use, if packaging or accessories are missing, or if the item is not returned in its original condition. These cases are evaluated individually.

8. Contact & Support

If you have any questions regarding refunds, returns, or your consumer rights, our support team is available to assist you at support@petcudd.com
Petcudd is dedicated to providing a transparent, reliable, and customer-first shopping experience throughout the United Kingdom.