Refund policy

Return & Refund Policy — Pet-sanctuaryy

EU Right of Withdrawal

If you are based in the European Union, you have the right to cancel your order within 14 days of receiving your last item, without providing any reason. This is your statutory right under EU Consumer Directive 2011/83/EU.

To exercise this right, notify us before the 14-day period expires by:

  • Initiating a return from your order confirmation page, or
  • Contacting us at specialistgift@gmail.com

You may use the EU model withdrawal form, though it is not required.

Returning Your Items

You must return the items within 14 days of notifying us of your withdrawal. Items must be:

  • Unused and in their original condition
  • In original packaging where applicable

If returned items show signs of use beyond what is necessary to assess their nature and function, we reserve the right to deduct an amount reflecting any diminished value from your refund.

Return Shipping Costs

You are responsible for the cost of return shipping unless the item is faulty, damaged, or incorrectly sent. We recommend using a tracked shipping service as we cannot be held responsible for items lost in transit.

Refunds

We will process your refund within 14 days of receiving your returned items (or proof of return, whichever is earlier). Refunds include the original standard delivery cost paid. Express or premium shipping upgrades are not refunded. Refunds are issued to your original payment method.

Exceptions — Right of Withdrawal Does Not Apply To:

  • Custom-made or personalised items
  • Sealed products that are not suitable for return due to health or hygiene reasons, where the seal has been broken after delivery (e.g. opened grooming or hygiene products)

Faulty or Incorrect Items

Under EU law, you are entitled to a remedy for up to 2 years from delivery if your item is faulty or not as described. Contact us at specialistgift@gmail.com and we will offer a repair, replacement, or full refund as appropriate — at no cost to you.

Contact

Pet-sanctuaryy 

Email: Specialistgift@gmail.com

 Website: pet-sanctuaryy.myshopify.com