Last Updated: 19/08/2024

1. Introduction

At PetPal, we want you and your pets to be completely satisfied with your purchase. This Refund and Returns Policy outlines the terms and conditions for returns and refunds for products purchased from our website, www.petpal.ie. This policy is in accordance with Irish consumer protection laws, including the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013.

2. Right to Cancel (Cooling-off Period)

As per Irish and EU law, you have the right to cancel your order without giving any reason within 14 days of receiving your goods (the “cooling-off period”). To exercise this right, you must inform us of your decision to cancel by a clear statement (e.g., a letter sent by post or email).

3. Refunds for Cancelled Orders

If you cancel your order within the cooling-off period, we will reimburse all payments received from you, including the costs of delivery (except for any supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

We will make the reimbursement without undue delay, and not later than 14 days after the day we receive back from you any goods supplied, or 14 days after the day you provide evidence that you have returned the goods, whichever is the earlier.

We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

4. Returning Products

You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation of the contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

5. Exceptions to the Right to Cancel

The right to cancel does not apply to:

• Perishable goods (such as fresh pet food)
• Sealed goods which are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery
• Goods that are made to the consumer’s specifications or are clearly personalized

6. Faulty or Incorrect Items

If you receive a faulty or incorrect item, please contact us immediately at support@petpal.ie. We will arrange for the item to be returned at our expense and provide a replacement or full refund, including any shipping costs incurred.

7. Our Guarantee

In addition to your statutory rights, we offer a 30-day money-back guarantee on all non-perishable items. If you’re not completely satisfied with your purchase, you can return it within 30 days for a full refund or exchange. The item must be unused, in the same condition that you received it, and in the original packaging.

8. How to Return an Item

To return an item, please follow these steps:

1. Contact our customer service team at hello@petpal.ie to request a return.
2. Pack the item securely in its original packaging if possible.
3. Include your order number and reason for return.
4. Ship the item to: PetPal Returns [Your Business Address] Ireland

Please note that you are responsible for the cost of return shipping unless the item is faulty or incorrect.

9. Refund Processing

Once we receive your return, we will inspect the item and notify you of the status of your refund. If your return is approved, we will initiate a refund to your original method of payment. You will receive the credit within 5-10 business days, depending on your card issuer’s policies.

10. Contact Us

If you have any questions about our Refund and Returns Policy, please contact us:

• Email: support@petpal.ie
• Phone:
• Address: Dublin 6, Ireland

11. Changes to This Policy

We reserve the right to modify this policy at any time. Changes and clarifications will take effect immediately upon their posting on the website.