Refund policy

Return and Refund Policy

We want you and your pet to be happy with what you've bought. If you're not, here's exactly where you stand.

Changing your mind

Under the Consumer Contracts Regulations 2013 you have 14 days from the day you receive your order to tell us you'd like to cancel. You don't need to give us a reason.

Once you've told us, you have a further 14 days to send the item back.

To cancel, email us at hello@venopet.com with your order number and let us know what you're returning. A short message is enough.

Refunds

Once we've received the item back, we'll refund you within 14 days.

Your refund covers the full price of the product plus the standard delivery cost you originally paid. If you chose an upgraded or express delivery option, we refund the standard rate rather than the premium.

Refunds go back to the original payment method. Depending on your bank, it can take a few working days to appear.

Condition of returns

Items should come back in the condition you received them, with any packaging where possible. You're welcome to open a product and inspect it — that's the point of the cooling-off period — but if an item has been used beyond what's reasonable to check it, we may reduce the refund to reflect the loss in value.

Return postage

For change-of-mind returns, the cost of sending the item back to us is yours to cover. We recommend a tracked service, as we can only refund items that reach us.

If the item is faulty, damaged, or not what you ordered, we cover return postage in full. Don't send it back at your own expense — email us first and we'll sort it.

Faulty or damaged items

If something arrives faulty or not as described, you're entitled under the Consumer Rights Act 2015 to a full refund within 30 days of receiving it.

After 30 days and within six months, you're entitled to a repair or replacement, and a refund if neither is possible.

Email hello@venopet.com with your order number and a photo of the issue. We'll usually resolve it the same day.

Wrong item or missing order

Email us. We'll either send the correct item or refund you in full — your choice. You won't be asked to pay anything.

Nothing in this policy affects your statutory rights.