Refund policy
VitalPaw Pet Wellness
CUSTOMER RETURNS, REFUNDS & CANCELLATIONS POLICY
At VitalPaw, we want you and your dog to be completely happy with our premium wellness products. This policy outlines your legal statutory rights alongside our brand-specific guarantees, structured fully inaccordance with the UK Consumer Contracts Regulations and Consumer Rights Act.
1. Statutory Right to Cancel (14-Day Cooling-Off Period)
Under the UK Consumer Contracts Regulations, you have the right to cancel your purchase and return anitem for any reason within a specific cooling-off window:
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Cancellation Window: You have 14 calendar days from the date you (or a third party designated by you) receive physical possession of the goods to notify us of your intent to return.
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Condition Requirement: To qualify for a full refund under this provision, the items must be completely unopened, factory-sealed, and in their original retail packaging. Due to health protection and hygiene constraints relating to ingestible pet supplements, we cannot accept returns of unsealed or opened products under standard statutory rights.
2. The VitalPaw 30-Day Palatability Guarantee
We understand that some dogs can be exceptionally selective or fussy eaters. Because our brand values an stress-free supplement routine ("No drama, No negotiation"), we provide an extended consumer shield beyond standard legal frameworks.
🐾 100% Palatability & Taste Guarantee
If you have purchased our tablets or liquids and find that your dog continuously refuses to consume them, you are covered by our Palatability Guarantee. Simply notify our customer support team within 30 days of delivery. We will issue a full refund of your purchase price without requiring you to mail the opened product back to us. To minimise environmental waist, we kindly request that you donate the remaining product to a local animal shelter or rescue group.
3. Damaged, Defective, or Incorrect Items
If an item arrives damaged during transit, or if you receive an incorrect product order, your purchase is fully protected by the UK Consumer Rights Act.
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You must inspect the shipment upon receipt and notify us within 30 days of delivery.
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To fast-track your resolution, please email our support team with your order number and clear photographic evidence of the transit damage or incorrect item labels.
Upon verification, we will arrange for an immediate priority replacement package to be dispatched at our expense, or issue a 100% full refund including any original shipping costs paid.
4. Summary of Return Eligibility By Condition
Product Condition Eligible for Refund? Action Required / Policy Context
Unopened / Sealed Yes (Within 14 Days) Return postage covered by customer. Must be immaculate.
Opened (Dog Dislikes Taste) Yes (Within 30 Days) Covered by our Taste Guarantee. No physical return required.
Opened (Buyer's Remorse) No Exempt under UK health & hygiene product safety regulations.
Damaged in Transit Yes (Within 30 Days) Photo proof required. Full refund or free replacement offered.
5. How to Initiate a Return
To start a return or claim a refund under our guarantees, please follow these operational procedures:
Contact Support: Email our local dedicated customer service hub at vitalpawuk@gmail.com with your unique order reference code (e.g., #VP-1001) and the explicit reason for your return request.
Return Authorisation: For unopened items, our team will provide you with a specialised authorisation code and the corresponding UK-based transit return depot address.
Important Note: Please do not send your items back to the address marked on your shipping label or to an overseas manufacturer without our prior authorization, as your package will not be successfully processed.
Postage & Tracking: For standard buyer's remorse/unopened returns, the customer is responsible for procuring return trackable postage. We heavily recommend utilising a trackable service (such as Royal Mail Signed For), as we cannot issue refunds for returned items that are lost or destroyed in return transit.
Convenience Alternative (Partial Refund Fleet): If you are returning an unopened multi-pack or item due to standard change of mind, to eliminate the logistical hassle and out-of-pocket costs of local courier fees, our team is authorized to extend an immediate, conditional 60% partial refund allowing you to keep the items completely, bypass the post office entirely, and pass the supplement to a friend or fellow pet owner.
VitalPaw Pet Wellness — Store Policy Document Page 2 of 36. Processing Timelines for Refunds
Once a refund is approved by our support staff or an unopened item is received and checked at our UK return terminal:
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Your refund will be securely credited back to the original funding mechanism or credit card used during purchase checkout.
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Most financial entities process the transaction settlement within 3 to 5 business days, though external credit providers can occasionally require up to 10 working days to reflect credit availability on statements.
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Original standard shipping charges are non-refundable unless returning under the context of damaged or legally faulty inventory.
VitalPaw Pet Wellness • Registered UK Operating Division • For policy changes or active support, contact
vitalpawuk@gmail.com