Refund Policy

Refund Policy

Received a defective item or your order got damaged in transit?

No worries! We will send you a new one free of charge as long as you contact us at support@cuddlepet.uk within 2 days of receiving the product.

Just not happy with your purchase?

You can return it for 100% money back within 14 days of receipt. Simply follow the return instructions below. Please note that return shipping costs are the responsibility of the customer. Returned items must be in their original condition and packaging to be eligible for a refund.

Want to change or cancel your order?

We can cancel an order that has not been processed yet. Please note that any orders that have already been packed or shipped cannot be cancelled. Contact us at support@cuddlepet.uk.

Order lost in transit?

In some rare cases, your order can take longer to arrive. Although this is due to shipping conditions we do not directly control, we can offer you a full refund if your order is not delivered within 60 days of shipping. Note: For faster shipping, some of your items may arrive in multiple packages.

Return Policy Details

Our return policy lasts 14 days from the date you receive your order. If 14 days have passed, unfortunately, we can’t offer you a refund or exchange.

Returns must meet the following conditions:
✅ Items must be unused and in their original packaging
✅ Return shipping costs are covered by the customer
✅ Once we receive and inspect the returned item, we will process your refund

If an item is defective or damaged, we will replace it free of charge (must be reported within 2 days of receipt).

Exclusions:

🔸 Pet apparel is final sale due to hygienic reasons
🔸 Edible pet treats cannot be refunded if your pet does not like them
🔸 Used or opened products (such as catnip toys) are not eligible for return

Need help? Contact us at support@cuddlepet.uk, and we’ll be happy to assist you!

Damaged Or Defective Items

Received a damaged item? We’ve got you covered and will send out a new one free of charge. No need to return the damaged product! Please email us at support@cuddlepet.uk with a photo or a short video of the defective item.

Any damaged or defective items must be reported to us within 2 days of your package delivery date.

Items are not eligible for a refund due to size or measurement issues if the shipped item is the same variant/size as you ordered. In case the size/variant issue is due to our mistake, we accept exchange or refund requests.

Returns

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Customized products are not eligible for a return.

Please do not send your purchase back to the manufacturer.

How to request returns?
It's really simple & easy! Get in contact at support@cuddlepet.uk and your return will be investigated. If the goods are faulty or damaged, we offer either a new item (exchange) or a full refund.

Refunds will be returned to the same method of order payment, or if chosen, by store credit that never expires.

Additional Provisions for Swiss Law

As our company is based in Switzerland, we are also subject to the Swiss Code of Obligations (Obligationenrecht - OR) and Swiss Consumer Protection Law. This means that, for Swiss residents, the following provisions apply:

  • Return Period: For Swiss customers, our return period is extended to 14 days after receipt, in accordance with the Swiss Consumer Protection Law.
  • Warranty: In Switzerland, the statutory warranty period is 2 years from the date of delivery. This applies to any products that are defective or not as described. If the product is found to be defective, you may request a replacement, repair, or refund within the warranty period.
  • Exercising Your Rights: To exercise your rights under Swiss law, you can contact us at support@cuddlepet.uk with a description of the issue, your order number, and supporting evidence (e.g., photos of defective products).

Please note that the above provisions for Swiss customers are in addition to the rights and guarantees provided under our standard return and refund policy, as outlined above.

If you have any questions regarding our refund policy or would like to initiate a return, please contact us at support@cuddlepet.uk. We are here to ensure you have a positive experience with CuddlePet, no matter what!