Refund policy

SPA TIME Pets — Returns & Refunds Policy

We want you and your pets to be happy with your purchase. If something isn’t right, please contact us so we can help.

This policy applies to physical products purchased from SPA TIME Pets by UK consumers. Grooming, photography and other appointments are covered by separate service and booking terms. Your statutory rights remain unaffected.

Contact details

SPA TIME Pets is operated by SPA TIME LTD.

Email: hello@spatimepets.com
Postal and returns address: 43 High Street, Horley, RH6 7BN

Changing your mind about an online purchase

For most products purchased online, you may cancel without giving a reason. Tell us within 14 days starting the day after you receive your goods. You then have a further 14 days from notifying us to return them.

These rights also apply to purchases completed online and collected from one of our shops, with the cancellation period starting the day after collection.

Email us with your name, order number or other proof of purchase, and the items you wish to return. A clear statement that you wish to cancel is sufficient; you do not need to wait for approval to exercise your cancellation right.

Condition of returned products

You may inspect your purchase as you would in a shop. Please return items with their accessories, labels and original packaging where reasonably possible.

We may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to establish the product’s nature, characteristics and function. This may include washing, extended wear, damage or use of the product.

Original packaging is helpful but is not a blanket requirement for exercising your statutory rights.

Exceptions to change-of-mind returns

The cancellation right does not apply to:

• Products made to your specifications or clearly personalised.

• Goods liable to deteriorate or expire rapidly.

• Sealed goods that are unsuitable for return for genuine health protection or hygiene reasons, where the seal has been broken after delivery.

An item is not automatically excluded simply because it is a pet product, shampoo, grooming accessory or sale item. Any applicable exclusion will be explained before purchase.

These exceptions do not remove your rights where goods are faulty, damaged or not as described.

Return postage

For a change-of-mind return, you are responsible for the direct cost of returning the goods. We do not charge a restocking fee.

Please package items securely, particularly liquids, and retain proof of postage. Contact us if you would prefer to arrange a return to one of our shops.

Where goods are faulty, damaged on arrival or incorrectly supplied, we will arrange or cover reasonable return costs.

Refunds

For eligible online cancellations, we will issue your refund within 30 days of receiving the returned goods or receiving evidence that you have sent them back, whichever is earlier.

Refunds will be made to the original payment method unless you expressly agree otherwise, without a refund processing fee.

If you cancel your entire order, we will also refund the cost of our least expensive standard delivery option available when you ordered. Additional charges for an upgraded delivery service are not refundable under the change-of-mind cancellation right.

Your payment provider may take additional time to display the refund in your account.

Faulty, damaged or incorrect items

Please contact us promptly if your purchase arrives damaged, is faulty or does not match its description. Include your order details and photographs where helpful. Photographs can assist our investigation but are not a condition of your statutory rights.

You will normally have a short-term right to reject faulty or misdescribed goods within 30 days of delivery and receive a refund. After this period, repair or replacement rights may apply, followed by a price reduction or refund where the legal conditions are met.

Your rights do not end after 30 days. We will provide the remedy required by applicable consumer law.

Exchanges

If you would like a different size, colour or product, contact us to discuss availability. We may arrange an exchange or ask you to return the original item for a refund and place a new order.

An exchange will not replace a refund where you are legally entitled to one.

Purchases made in our shops

We do not offer an automatic change-of-mind refund for purchases completed in person. Please contact the shop where you purchased the item to discuss whether a discretionary exchange is available.

Your rights concerning faulty, damaged or misdescribed goods apply equally to purchases made in our shops. Sale items have the same statutory protection as full-price items.