Returns & Refunds Policy
Last updated: June 2026
At Vittapetz, we want you and your pet to be completely satisfied with every purchase. If something isn't right, we're here to help.
1. Your Right to Cancel
Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason. To exercise this right, please notify us at vittapetz@gmail.com within 14 days of delivery. You then have a further 14 days to return the item to us.
2. Conditions for Returns
To be eligible for a return, items must be unused, in their original condition, and in the original packaging. We are unable to accept returns for items that have been used, damaged through misuse, or are not in a resaleable condition. For hygiene reasons, we cannot accept returns on grooming products that have been opened and used.
3. How to Return an Item
To initiate a return, please email us at vittapetz@gmail.com with your order number and reason for return. We will respond within 2 business days with return instructions. You are responsible for the cost of return postage unless the item is faulty or we have made an error with your order.
4. Refunds
Once we receive and inspect your returned item, we will notify you of the outcome. If your return is approved, we will process a full refund to your original payment method within 14 days. Please note that original shipping costs are non-refundable unless the return is due to a fault or error on our part.
5. Faulty or Damaged Items
If you receive a faulty or damaged item, please contact us at vittapetz@gmail.com within 48 hours of delivery with a description and photograph of the issue. We will arrange a replacement or full refund at no additional cost to you, including return postage.
6. Late or Missing Refunds
If you have not received your refund within 14 days of our confirmation, please first check with your bank or card provider, as processing times vary. If you still have not received your refund, please contact us at vittapetz@gmail.com.
7. Exchanges
We do not offer direct exchanges. If you would like a different product, please return the original item for a refund and place a new order.
8. Contact Us
For any questions about returns or refunds, please email us at vittapetz@gmail.com. We aim to respond to all enquiries within 2 business days.