Refund and Returns Policy

Last Updated: 30-06-2026

At Sipets, we want you and your pet to be completely happy with your purchase. However, we understand that sometimes items may need to be returned. As a UK-based business, our returns policy is in accordance with the Consumer Rights Act 2015 and the Consumer Contracts Regulations.

1. Right to Cancel (Change of Mind)

You have the right to cancel your order within 14 days without giving any reason.

• The cancellation period expires 14 days from the day on which you (or a third party nominated by you) acquire physical possession of the goods.

• To exercise this right, you must inform us of your decision by contacting our support team at support@sipets.com.

2. Conditions for Returns

To be eligible for a refund, your item must be returned in the same condition that you received it:

• Unused and Unworn: Items must be free from pet hair, odors, or signs of use.

• Original Packaging: Items must be in the original packaging with tags attached.

• Hygiene Exceptions: For health and safety reasons, we cannot accept returns on the following items if they have been opened or used:

  • Pet food and treats (unless faulty/unsafe).

  • Grooming products (brushes, shampoos) if the seal is broken.

  • Puppy whelping collars (due to cross-contamination risks).

3. How to Make a Return

Please do not send your purchase back to the manufacturer. Follow these steps to process your return:

1. Contact Us: Email support@sipets.com with your Order Number and the reason for the return.

2. Receive Instructions: We will provide you with a Return Authorization and the correct return address.

3. Pack & Ship: Securely pack the item. We recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

Note: You are responsible for paying for your own shipping costs for returning your item unless the item is faulty or we sent the wrong item.

4. Refunds

Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.

• Approved: If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 14 days.

• Shipping Costs: Original shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

5. Damaged or Faulty Items

If you receive a defective or damaged item, please contact us immediately at support@sipets.com with photos of the issue.

• Under the Consumer Rights Act, you have a legal right to reject goods that are of unsatisfactory quality, unfit for purpose, or not as described, and get a full refund within 30 days of purchase.

• After 30 days, we reserve the right to offer a repair or replacement instead of a refund.

6. Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for a different size (e.g., a harness or collar), the fastest way is to return the original item for a refund and place a new order for the correct size.

7. Late or Missing Refunds

If you haven’t received a refund yet:

1. Check your bank account again.

2. Contact your credit card company (it may take some time before your refund is officially posted).

3. Contact your bank (there is often some processing time before a refund is posted).

If you’ve done all of this and you still have not received your refund yet, please contact us at support@sipets.com.

Contact Us

If you have any questions related to refunds and returns, please contact us:

• Email: support@sipets.com

• Phone: +44 207-870-9070