Returns & Refund Policy

Last updated: June 2026

At Smarter Pet Care, we take pride in the quality of our products. Please read this policy carefully before placing your order. By purchasing from smarterpetcare.co.uk, you agree to the terms set out below.

1. Our Returns Policy

We do not accept returns or exchanges unless the product is confirmed as faulty or damaged upon arrival. All sales are otherwise final. This does not affect your statutory rights under the UK Consumer Rights Act 2015.

2. Eligibility for a Return

To be eligible for a return, all of the following conditions must be met:

• The item must be in the same condition as received — unworn, unused, with original tags attached, and in its original packaging
• The item must be faulty or damaged (not simply unwanted)
• The claim must be submitted within 14 days of delivery
• A valid proof of purchase from smarterpetcare.co.uk must be provided
• Written authorisation from our team must be obtained before returning any item

3. Hygiene & Sealed Products

For health and hygiene reasons, the following items cannot be returned once opened, unless confirmed as faulty prior to opening:

• Training pads and puppy pads
• Lick mats and feeding mats
• Any other hygiene-sensitive or single-use products

4. How to Report a Faulty Item

If you believe your item is faulty or damaged, contact us within 14 days of delivery. This deadline is strictly enforced — claims submitted after this period will not be considered.

Your claim must include all of the following:

• Your order number and proof of purchase from smarterpetcare.co.uk
• Clear photographs clearly showing the fault or damage, with a written explanation of the reason for your claim (e.g. item arrived broken, seam defective, incorrect item received)
• Photos must be submitted at the time of your initial contact — claims without photographic evidence and a written reason will not be processed

We will review your claim and respond within 2 business days. If approved, we will arrange a replacement or refund at our discretion.

5. Authorisation Required Before Returning

Do not return any item without first receiving written authorisation from our team. Items sent back without prior authorisation will be refused upon arrival and returned to the sender at the customer’s expense. Unauthorised returns are not eligible for a refund.

6. Return Shipping Costs

Where a return is authorised, the customer is responsible for all return shipping costs. We strongly recommend using a tracked and insured service, as we cannot accept responsibility for items lost or damaged in return transit. Original outbound shipping costs are non-refundable.

7. Right to Refuse

Smarter Pet Care reserves the right to refuse a return, replacement, or refund where we reasonably determine that:

• The claim is fraudulent, exaggerated, or misleading
• The damage or fault was caused by the customer through misuse, neglect, improper care, or accidental damage
• The item does not meet the eligibility conditions set out in this policy
• The claim was submitted outside the 14-day window

8. Non-Returnable Items

The following are not eligible for return or refund under any circumstances:

• Items that are not faulty or damaged
• Unwanted items or change-of-mind purchases
• Items ordered in the wrong size or colour by the customer
• Items that have been used, washed, worn, or altered
• Items missing tags, labels, or original packaging
• Opened hygiene-sensitive products (training pads, lick mats, feeding mats)
• Items returned without prior written authorisation
• Items not purchased directly from smarterpetcare.co.uk

9. Refund Processing

Once an authorised return is received and inspected, we will notify you of the outcome within 5 business days. If approved, your refund will be issued to your original payment method within 7–10 business days. Processing times may vary depending on your bank or payment provider.

We reserve the right to issue a partial refund where an item is returned in a condition that does not fully meet our eligibility requirements.

10. Exchanges

We do not offer direct exchanges. If your item is confirmed as faulty, we will issue a replacement or refund as appropriate.

11. Limitation of Liability

Our liability in connection with any product purchased from smarterpetcare.co.uk is strictly limited to the purchase price of that product. We accept no liability for any indirect, consequential, incidental, or special losses arising from the use of our products, including but not limited to veterinary costs, property damage, or loss of earnings.

12. Governing Law

This policy and any disputes arising from it are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

13. Your Statutory Rights

Nothing in this policy affects your statutory rights under UK law, including your rights under the Consumer Rights Act 2015. If you are unsure of your rights, you can seek advice from Citizens Advice or Trading Standards.

14. Contact Us

To report a faulty item or request a return authorisation, please email us with your order number, photographs of the fault, and a written reason for your claim:

Email: smarterpetcare@outlook.com

We aim to respond to all enquiries within 2 business days.