Refund policy

No Refunds Policy (EU-Compliant – Hygiene Products)

Last Updated: 25.04.2026

Thank you for shopping with us. Due to the nature of the products sold in our online pet grooming store, we maintain a strict no-refunds policy for certain items, in accordance with applicable European Union consumer protection laws.

1. No Refunds on Hygiene-Sensitive Products

Under Article 16(e) of the EU Consumer Rights Directive (2011/83/EU), the right of withdrawal does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery.

Accordingly, we do not offer refunds, returns, or exchanges for any hygiene-related products once they have been opened, unsealed, or used. This includes, but is not limited to:

Pet shampoos, conditioners, and sprays
Grooming wipes and cleaning products
Brushes, combs, and grooming tools that have been used
Any item intended for direct contact with an animal’s skin, fur, ears, or mouth

2. Sealed Products

If a hygiene-related product remains completely sealed and unused, you may be eligible to exercise your right of withdrawal within 14 days of delivery, as required under EU law. The item must be returned in its original, unopened condition.

3. Damaged or Incorrect Items

If you receive a product that is:

Damaged in transit, or
Incorrect (not what you ordered),

please contact us within 14 days of delivery. In such cases, we will offer a replacement or refund in accordance with EU consumer guarantees.

4. Non-Hygiene Products

For items not classified as hygiene-sensitive, you may have the right to withdraw from the purchase within 14 days, provided the item is unused and in resaleable condition. Return shipping costs may apply unless otherwise stated.