Change-of-mind returns

When you buy eligible goods online, you may cancel the purchase without giving a reason by telling us within 14 days after the day you receive the goods.

After telling us that you wish to cancel, you must send the goods back without undue delay and no later than 14 days after the day you notified us.

Where one order is delivered in separate parcels, the cancellation period normally begins after you receive the final parcel or item covered by that order.

How to start a return

1. Visit our Contact page and select “Return or refund”.
2. Include your order number, the email address used at checkout, the item you wish to return and the reason for contacting us.
3. If the item is faulty, damaged or incorrect, include clear photographs of the product, packaging and shipping label.
4. Wait for our return authorisation and instructions before sending the item.
5. Keep your proof of postage and any tracking reference until the return and refund have been completed.

Condition of returned items

Please take reasonable care of goods while they are in your possession and, where reasonably possible, return them with their original packaging, accessories, instructions and included parts.

You may handle an item only as much as is reasonably necessary to establish its nature, characteristics and function. We may reduce a refund to reflect a loss in value caused by handling beyond what would normally be permitted in a shop.

This does not limit your rights where goods are faulty, damaged, unsafe, not as described or otherwise do not conform to the contract.

Return postage costs

When you change your mind

Unless Scooth Pet agrees otherwise, you are responsible for the direct cost of returning goods when you cancel because you have changed your mind. We recommend using a tracked service suitable for the value of the parcel.

When the item is faulty, damaged or incorrect

Where goods are confirmed to be faulty, damaged on arrival, not as described or incorrectly supplied, Scooth Pet will provide an appropriate remedy and bear reasonable return costs where a return is required.

Please follow our instructions before paying for postage, as an unauthorised return method or excessive service may not be reimbursed.

Items that may not be eligible for a change-of-mind return

The statutory right to cancel does not apply, or may cease to apply, to certain goods. Depending on the product, this can include:

• goods made to your specifications or clearly personalised;
• goods liable to deteriorate or expire rapidly;
• sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed after delivery;
• goods that become inseparably mixed with other items after delivery;
• other items excluded from cancellation rights by applicable law.

For pet products, hygiene-related restrictions may apply to eligible sealed grooming, cleaning or personal-use items after the seal has been broken. The product page and packaging may provide additional information.

Faulty, damaged, unsafe or incorrect items

Goods supplied by Scooth Pet should be of satisfactory quality, fit for their intended purpose and as described. Contact us promptly if your item does not meet these standards or if you receive the wrong item.

UK consumer law may provide a short-term right to reject faulty goods within 30 days, followed in relevant circumstances by rights to a repair, replacement, price reduction or final rejection.

To help us investigate, please keep the item and packaging and send:

• your order number and contact details;
• a clear description of the problem;
• photographs or video showing the issue where possible;
• photographs of the packaging and shipping label for transit damage;
• any other information reasonably requested to assess the claim.

Please stop using any product that appears unsafe and keep it away from pets and children until we provide further instructions.

Refund timing and method

Approved refunds are made to the original payment method. We do not normally issue a cash refund, transfer funds to an unrelated account or refund to a different payment method.

Change-of-mind cancellations

We will process the refund within 14 days after receiving the returned goods or, where applicable, receiving satisfactory evidence that you have sent them back. We may withhold the refund until one of those events occurs.

The refund includes the price paid for the returned goods and the cost of our least expensive standard outbound delivery option, where you paid an outbound delivery charge. Any additional amount paid for premium or expedited delivery is not refundable beyond the standard delivery amount.

After we issue the refund

Your bank, card issuer or payment provider may require additional processing time before the funds appear in your account. This part of the process is outside Scooth Pet's direct control.

Exchanges

We do not guarantee direct exchanges because product availability can change. Where appropriate, we may ask you to return the original item and place a new order for the preferred product, colour or size.

This operational process does not affect any legal right you may have to a repair or replacement where goods are faulty.

Refused, unclaimed and undeliverable parcels

Please contact us before refusing delivery. A parcel returned because it was refused, not collected, or sent to an incorrect or incomplete address is not automatically treated as an authorised cancellation.

Once the parcel is received and assessed, we will contact you about the available options. Reasonable costs arising from redelivery or a customer-supplied address error may be deducted or charged where lawful.

Your statutory rights

This policy is intended to explain Scooth Pet's return process for UK consumer orders. Nothing in this policy excludes, restricts or replaces rights that cannot lawfully be limited under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the Consumer Rights Act 2015 or other applicable law.

Where this policy provides less protection than a mandatory legal right, the mandatory legal right applies.