Refund policy

01. 90-Day Returns

Petlora offers a 90-day return period for eligible products.

You can request a return within 90 days from the date your order was delivered.

We accept returns for both defective and non-defective products, subject to the conditions described below.

02. Free Returns

Returns are free for our customers.

When you request an eligible return, Petlora will provide return instructions and, where applicable, a return label at no cost to you.

You will not be charged a restocking fee for an eligible return.

03. Return Conditions

For our standard 90-day return policy, products should:

• Be in new and unused condition.
• Be returned in their original packaging where reasonably possible.
• Include original accessories and parts where applicable.
• Be returned within the applicable return period.

Please take reasonable care of the product while it is in your possession.

If a product has been used or damaged beyond what is reasonably necessary to inspect and assess it, this may affect the return depending on the circumstances and applicable law.

04. How to Request a Return

To request a return, please contact us at:

Please provide your order number and, where possible, a brief explanation of the reason for your return.

If your product is damaged, defective or incorrect, photographs can be helpful when assessing the issue.

05. Return Process

After you contact us, we will provide the relevant return instructions.

Please follow the instructions provided and use the return method specified by Petlora where a return label is provided.

Once your returned product has been received, we may inspect it to confirm its condition and determine the appropriate refund or other remedy.

06. Refunds

Once an eligible return has been received and approved, Petlora will process the refund.

Our normal target is to process approved refunds within 7 business days.

Refunds are normally issued to the original payment method used for the purchase.

After we process your refund, the time required for the money to appear in your account may depend on your bank or payment provider.

07. Change of Mind & Statutory Cancellation Rights

When you purchase goods online as a UK consumer, you may have a statutory right to cancel your order without giving a reason.

For qualifying purchases, the statutory cancellation period generally allows you to notify us within 14 days after receiving the goods, followed by a further 14 days to return them.

These statutory rights apply separately from Petlora's additional 90-day return policy.

Where statutory cancellation rights apply, we will provide refunds in accordance with applicable law.

08. Faulty, Damaged or Incorrect Products

If your order arrives damaged, defective, incorrect or significantly different from its description, please contact us as soon as possible.

We will assess the issue and provide an appropriate remedy where required, which may include:

Your statutory consumer rights regarding faulty or misdescribed goods are not affected by this policy.

09. Exchanges

We accept exchanges for eligible products.

If you would like to exchange an item, please contact us with your order number and details of the product you would like to exchange.

Exchange availability may depend on product availability.

10. Products That May Not Be Returnable

Certain products may be excluded from statutory cancellation rights where an applicable legal exception applies.

This may include certain personalised or custom-made products, perishable products, or sealed products that cannot be returned for health or hygiene reasons once unsealed.

Where a product is subject to a specific return restriction, we will provide the relevant information before purchase where required.

11. Original Delivery Costs

Petlora currently provides free standard delivery within the United Kingdom.

Where a statutory cancellation right applies, any refund of delivery charges will be handled in accordance with applicable UK consumer law.

12. Proof of Purchase

We may ask you for reasonable proof of purchase, such as your order number, order confirmation or other information that allows us to identify the transaction.

13. Contact Us

If you have any questions about returns, refunds or exchanges, please contact Petlora:

14. Your Legal Rights

Nothing in this policy is intended to exclude, restrict or limit any consumer rights that cannot legally be excluded, restricted or limited.

Petlora will comply with applicable UK consumer protection laws and regulations.