Returns and refunds
We want you to feel confident shopping with PouchPetal. If there is an issue with your order or you want to return an item, use our Contact Us form with your order number and details of the item. Please contact us before sending a return, because our Shopify Collective suppliers may require different return addresses or labels.
Changed your mind?
For most goods purchased online, UK consumers have the right to cancel within 14 days after the day the goods are received, without giving a reason. After notifying us, you normally have a further 14 days to send the item back. You can tell us you wish to cancel by using our Contact Us form with your order details and a clear statement of cancellation.
You are normally responsible for the direct cost of return postage for a change-of-mind return unless we agree otherwise. We will provide the relevant returns instructions and address after you contact us. Please retain proof of posting. You may be responsible for a reduction in value caused by handling beyond what is needed to inspect the item as you would in a shop.
Exceptions
Some goods may be excluded from the usual change-of-mind cancellation right, including certain sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed, and items made to your specifications or clearly personalised. We will explain any applicable exception before you buy.
Faulty, damaged or incorrect items
If something arrives faulty, damaged, misdescribed or incorrect, contact us as soon as you can, ideally with photographs of the item and packaging. We will arrange an appropriate remedy under your UK consumer rights. Where a return is required because goods are faulty or incorrect, we will not ask you to pay reasonable return postage. Nothing in this policy limits your rights under the Consumer Rights Act 2015.
Refunds
For a valid change-of-mind cancellation, we will refund the eligible item price and the standard outbound delivery charge where required by law. We can withhold the refund until we receive the returned goods or evidence that you have sent them back. We will issue the refund within 14 days of receiving the goods back or receiving proof that they have been returned, whichever is earlier. Refunds go back to the original payment method, subject to your payment provider's processing time.
How to request a return
- using our Contact Us form with your order number, the item you want to return and the reason if you wish to share it.
- We will confirm the correct return instructions and any applicable label or postage arrangements.
- Pack the item securely, follow the instructions and keep your proof of posting.
Do not send returns to a PouchPetal or supplier address without confirmation. Different items may need to go to different suppliers.