Exchange & Returns Policy

At Petlify, we want you to have the best possible experience with our store. If you are not fully satisfied with your purchase, our exchange and returns policy is outlined below, in compliance with UK consumer law.

Returns

You have the right to return your item within 14 days of receiving your order, in accordance with the UK Consumer Contracts Regulations 2013.

To be eligible for a return:

  • Items must be unused, unworn, and in the same condition as received

  • Items must be returned in their original packaging

  • Items must not show signs of damage or misuse

Returns must be shipped within 14 days after return approval.

How to Request a Return

To request a return, please contact Petlify at support@petlifyshop.com and include:

  • Order number

  • Product name

  • Reason for return (optional)

Once your request is approved, you will receive return instructions.

Exchanges

At Petlify, we offer exchanges only in the following cases:

  • The item is faulty or damaged

  • The wrong item was sent

If you need an exchange, please contact us within 48 hours of delivery, including clear photos showing the issue.
Subject to stock availability, we will send a replacement item at no additional cost.

If the item is out of stock, a full refund will be issued.

Return Shipping Costs

  • Customers are responsible for return shipping costs for change-of-mind returns

  • Petlify covers return shipping costs for faulty, damaged, or incorrect items

  • Original shipping fees are non-refundable

Refunds

Once your returned item is received and inspected:

  • Refunds are processed within 3–5 business days

  • Funds will be returned to the original payment method within up to 14 days, depending on your bank or payment provider

Non-Returnable & Non-Exchangeable Items

The following items cannot be returned or exchanged:

  • Sale or clearance items

  • Personalised or custom-made products

  • Hygiene-related products once opened

International Shipping Notice

Some Petlify products are shipped from international suppliers. Delivery times may vary due to customs clearance or courier delays.

Contact Us

If you have any questions about this Exchange & Returns Policy, please contact Petlify at:
📧 support@petlifyshop.com