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Return and Refund Policy – ITSY Pets

We want you and your pet to love our products! However, if you need to return an item, please review our policy below.

Returns

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must:

  • Be unused and in the same condition that you received it
  • Be in its original packaging
  • Have the receipt or proof of purchase

Important: For hygiene and safety reasons, we cannot accept returns if the product has been opened or used.

To start a return, contact us at info@itsypets.uk. Please note that:

  • Customers are responsible for arranging the return and covering the return shipping costs.
  • Returns must be sent to the address provided in our email confirmation.
  • Items returned without prior request will not be accepted.

For any return inquiries, feel free to contact us at info@itsypets.uk.

Damages and Issues

Please inspect your order upon arrival and contact us immediately if:

  • Your item is defective, damaged, or faulty
  • You received the wrong product

We will review the issue and do our best to resolve it promptly.

Exceptions / Non-Returnable Items

Certain types of products cannot be returned, including:

  • Opened or used pet care products (e.g., shampoos, paw cleaners, and grooming sprays) for hygiene and safety reasons
  • Gift cards
  • Sale items

If you have any concerns about your specific item, please reach out to us at info@itsypets.uk.

Exchanges

We do not offer direct exchanges. The fastest way to get a replacement is:

  1. Request a return for the unwanted item.
  2. Once the return is approved, place a new order for the desired product.

European Union 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days without needing to provide a reason.

However, the item must:

  • Be unused, unopened, and in its original packaging
  • Be returned with proof of purchase

Please note: Customers are responsible for return shipping costs.

Refunds

Once we receive and inspect your return, we will notify you about the approval or rejection of your refund.

If approved, the refund will be processed automatically to your original payment method within 10 business days.

  • Please note that your bank or credit card company may take additional time to process and post the refund.
  • If you haven’t received your refund after 15 business days, contact us at info@itsypets.uk.

Thank you for choosing ITSY Pets – we appreciate your support in making pet care eco-friendly and sustainable!