Política de reembolso

Returns and Refunds Policy

At Petstore ED we want you to be happy with what you order, and the law gives you a clear right to change your mind. Here is how it works.

Changing your mind

You have 14 days from the day your goods arrive to cancel, with no reason needed. If your order comes in several parcels, count from the day the last one arrives. Once you have told us, you have another 14 days to send everything back.

How every return, refund or problem starts

Email hello@petstoreed.com with your order number, the items concerned and a short description of what happened. If something is wrong with an item, add photos. If you have already used it, a short video showing the problem also helps our team.
Wait for our reply. Our technical team reviews what you sent and tells you what happens next. Please do not post anything before we reply.
Pack it safely, put your order number inside and keep your proof of postage.

Return postage

If you are returning an item because you changed your mind or ordered the wrong one, you cover the postage.

Condition of the goods

Items should come back unused, in their original packaging. If one comes back used or damaged, we may take the loss in value off your refund.

Your refund

When your parcel reaches us, or you show us proof of postage, we refund the price of the goods and the standard delivery you paid within 14 days. The money goes back to the payment method you used. If you chose a faster, more expensive delivery, we refund the standard rate only.

Something wrong with your order

If an item arrives broken, faulty, different from its listing or not what you ordered, email us with your order number, a description of what happened, photos and, if you have already used the item, a short video showing the problem. Any return cost is on us. Once our technical team has reviewed what you sent, we either send a replacement or refund you in full, delivery included. Your rights under the Consumer Rights Act 2015 are never affected by this policy.