PET LODGE · Customer information

Returns & Cancellation

Cancelling a distance purchase

For a distance purchase of our dog collars and pet beds, tell us clearly that you wish to cancel within 14 days after the day the goods arrive. You do not need a reason. An email stating your name, address, reference and intention to cancel is sufficient; no special form is compulsory. Before acceptance or payment you can also ask to withdraw the request.

Sending goods back

After notifying us, send goods back within a further 14 days. Contact us for a safe return destination and transport instructions; the registered address is a correspondence address, not a stated return warehouse. Keep proof of postage. You pay direct return postage for a change-of-mind cancellation; this does not apply to a return where we must bear costs under faulty-goods rights.

Inspection and condition

You may inspect goods as you reasonably could in a shop. Please return all supplied parts and protect them in transit, but original unopened packaging is not a blanket condition of statutory cancellation. We may make a lawful deduction for diminished value caused by handling beyond necessary inspection. Trying the collar for size is not the same as prolonged walks; avoid soiling a bed while assessing it. No blanket hygiene exclusion is applied to this collection.

Refund timing and standard delivery

We refund within 14 days after receiving the returned goods or your evidence of sending them back, whichever is earlier. For cancellation of the whole order, the refund includes the least-expensive standard outbound delivery offered; extra premium-delivery cost need not be refunded. Refunds use the original payment method unless you expressly agree otherwise, with no refund fee.

Faulty, misdescribed or unsuitable goods

Your statutory rights remain separate from change-of-mind cancellation. Goods must be of satisfactory quality, as described and fit for a purpose made known and agreed. The short-term right to reject normally lasts 30 days. Where applicable you can require a repair or replacement, followed by price reduction or final rejection if the legal conditions are met. We bear reasonable necessary return costs for a valid faulty-goods remedy; there is no requirement to buy an extra warranty.

Evidence and contacting us

Explain the fault and provide reasonable evidence of purchase, such as your reference or payment record; an original receipt is not the only possible proof. A fault appearing within six months is generally presumed present at delivery unless shown otherwise. Longer claim periods and the particular remedy depend on the circumstances, including different limitation rules in Scotland. Contact [email protected] promptly, but our response target does not shorten your rights. PET LODGE SUPERSTORE LTD, company number 17355974, 98 Oldfield Lane, Leeds, England LS12 4BR. Email [email protected]; telephone +441132890966.