Refund policy
Return and Refund Policy
At La Casa de Pets, customer satisfaction matters to us. We want you to feel confident when shopping with us. That's why we offer a 30-day return period for eligible purchases.
30-Day Return Period
You may request a return within 30 calendar days of receiving your order.
To start a return, contact us at lacasadepets@hotmail.com with your order number and the reason for your request.
Our 30-day return policy is an additional benefit and does not reduce any cancellation, return, or refund rights you have under applicable consumer protection laws.
Return Conditions
For change-of-mind returns, products should be:
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In their original condition, with all accessories and included parts.
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Returned with their original packaging where reasonably possible.
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Accompanied by proof of purchase or an order confirmation.
You may handle a product as reasonably necessary to inspect its nature, features, and functionality. We may make a deduction where the product has lost value through handling beyond what is necessary, where permitted by law.
How to Return an Order
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Email lacasadepets@hotmail.com within 30 days of receiving your order.
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Include your order number and the item you wish to return.
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Wait for our customer service team to provide return instructions.
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Pack and send the item to the return address provided by our team.
Please contact us before sending anything back. Our return instructions will confirm the correct return location for your order.
Refunds
Once your returned item has been received and inspected, we will notify you whether your refund has been approved.
Approved refunds will be issued to the original payment method wherever possible. Your bank or payment provider may require additional time to make the funds available in your account.
For cancellations made under statutory consumer rights, refunds will be issued within the time limits required by applicable law.
Where required by law, refunds will also include the standard delivery charge paid for the original order. Additional charges for upgraded delivery services may not be refundable.
Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, or different from what you ordered, please contact us at lacasadepets@hotmail.com.
Include your order number and, where possible, photographs showing the issue. We will review your request and help arrange an appropriate solution, such as a replacement, repair, or refund, in accordance with applicable law.
You will not lose your statutory rights because our 30-day return period has ended.
Return Shipping Costs
For change-of-mind returns, customers may be responsible for the direct cost of return shipping where this was disclosed before purchase and is permitted by law.
If an item is faulty, damaged, defective, or incorrectly supplied, please contact us so we can arrange an appropriate solution in accordance with applicable law.
Items That May Be Excluded
Certain items may be excluded from change-of-mind returns where permitted by law. This can include personalized or custom-made products, perishable goods, and sealed products that cannot be returned for health or hygiene reasons after opening.
These exclusions do not remove your rights regarding faulty, damaged, or incorrectly described products.
UK and European Consumer Rights
Customers in the United Kingdom and European Economic Area may have a statutory right to cancel eligible online purchases within 14 days of receiving the goods.
This statutory cancellation period applies separately from our additional 30-day return policy. Certain legal exceptions may apply.
Nothing in this policy limits your statutory consumer rights.
Contact Information
For all return and refund enquiries:
La Casa de Pets
39 Floral Street
London, England WC2E 9BZ
United Kingdom
Email: lacasadepets@hotmail.com
Website: https://lacasade.shop