Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@petvibestore.co.uk. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@petvibestore.co.uk.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@petvibestore.co.uk.

Return & Refund Policy — PetVibe

Thank you for shopping at PetVibe. We are committed to offering high-quality pet products and maintaining a fair and transparent return process that safeguards both our customers and our business.

1. Returns Eligibility
- Returns must be requested within 7 calendar days of delivery.
- Items must be unused, in original condition, and returned with original packaging.
- Only non-perishable items such as toys, accessories, and clothing are eligible for return.
- Perishable goods (e.g., food, treats, supplements) and custom-made items are not eligible for return unless defective.

2. Non-Returnable Items
- Opened or used items
- Perishable goods
- Personalized or custom products
- Sale or clearance items
- Items returned without prior authorization

3. Damaged or Defective Items
If you receive a damaged or defective item:
- Contact us within 48 hours of delivery at info@petvibestore.co.uk
- Include your order number, a clear photo of the item and packaging, and a brief description of the issue.
- Upon verification, we will offer a replacement, refund, or store credit.
- If the item is confirmed to be defective or damaged, we will cover the return shipping cost.

4. Return Procedure
- Email info@petvibestore.co.uk with your order number and reason for return.
- If approved, you will receive return instructions.
- For non-defective returns, customers are responsible for all return shipping costs.
- Carriage return charges will be deducted from the refund amount.
- Once we receive and inspect the returned item, we will issue a refund or store credit (excluding original shipping costs and return carriage fees).

5. Refunds
- Refunds are issued to the original payment method or as store credit.
- Processing time is typically 5–10 business days after we receive the returned item.
- Original shipping charges are non-refundable.

Note:
We reserve the right to refuse returns that do not comply with this policy.

Thank you for supporting our business and helping us provide the best for your pets.
PetVibe Team