Refund & Returns Policy

We want you to be completely happy with your purchase from CritterCart. If something isn’t right, we’re here to help. This policy explains how refunds and returns work for customers in the United Kingdom.

30-Day Return Period

You may return most new, unopened items within 30 days of delivery for a refund or exchange.

To be eligible for a return:

  • Items must be unused, in their original packaging, and in resellable condition

  • Proof of purchase (order number or receipt) must be provided

Non-Returnable Items

Due to hygiene and safety reasons, we cannot accept returns for:

  • Pet food, treats, supplements

  • Chew toys or bedding that has been opened or used

  • Grooming products (opened)

  • Any customized or personalised items

If an item arrived damaged or is faulty, this rule does not apply

Faulty, Damaged or Incorrect Items

If you receive a defective, damaged, or wrong item:

  1. Contact us within 48 hours of delivery

  2. Provide photos and order details

  3. We will arrange a replacement or full refund at no extra cost

This does not affect your UK consumer rights.

Return Shipping Costs

  • For change-of-mind returns, customers are responsible for postage costs

  • If the product is faulty or incorrect, we cover the return shipping

Refund Processing

Once the returned item is received and inspected:

  • Approved refunds will be issued via the original payment method

  • Please allow 5–10 working days for processing after approval

Shipping charges are generally non-refundable, unless we made an error.

Cancellations

Orders can be cancelled before dispatch.
Once shipped, the standard returns process applies.