Política de reembolso

Olliepet — Returns & Refunds Policy

At Olliepet we want you and your pet to be completely happy with your order. This policy explains your options if something isn't right. It applies alongside — and never replaces — your legal rights as a consumer in the United Kingdom and the European Union.

Your legal right to cancel (14 days)

If you're shopping from the UK or the European Union (including Portugal), you have the right to cancel your order within 14 days of receiving it, for any reason and without giving a justification. Where an order is delivered in several parts, the 14 days run from the day you receive the last item.

This right applies under the UK Consumer Contracts Regulations 2013 and, for EU customers, the EU Consumer Rights Directive (in Portugal, Decreto-Lei n.º 24/2014). It cannot be waived, and it applies even to sale items — except for the non-returnable categories listed below.

To cancel, email us at geral@olliepet.store within the 14-day window. After telling us you wish to cancel, you then have a further 14 days to send the item back. Your item must be returned in the same condition you received it — unused, with tags, and in its original packaging — and you'll need your order confirmation or proof of purchase.

For a cancellation under this right, we'll refund the price of the item(s) plus the original standard delivery charge you paid. (If you chose a faster, more expensive delivery option, we refund the cost of our standard option only.)

Our 30-day goodwill returns

On top of your legal rights, we offer a longer 30-day return window as a courtesy: you have 30 days after receiving your item to request a return. To be eligible, the item must be in the same condition you received it — unused, with tags, and in its original packaging — with your receipt or proof of purchase. Under this voluntary policy we refund the price of the item; original and return postage are not refunded.

How to start a return

Email us at geral@olliepet.store to request a return. If your return is accepted, we'll send instructions on how and where to send your package. Returns should be sent to:

Please don't send anything back before requesting a return — items sent to us without a return request first cannot be accepted.

Who pays for return postage

• Change-of-mind returns (14-day cancellation or 30-day goodwill): you cover the cost of return postage.
• Faulty, damaged, or incorrect items: we cover the full cost — you'll never pay to return something that was our error.

Damaged, defective, or wrong items

Please check your order as soon as it arrives and contact us at geral@olliepet.store straight away if anything is defective, damaged, or not what you ordered, so we can put it right — by repair, replacement, or refund. These rights are in addition to the return options above. UK customers also benefit from the Consumer Rights Act 2015, and EU/Portuguese customers from the legal guarantee of conformity; nothing in this policy limits those rights.

Non-returnable items

Some items can't be returned for hygiene, safety, or practical reasons:

• Opened or unsealed pet food, treats, and other perishable or consumable goods
• Personalised or custom-made products (e.g. engraved tags, custom-name bowls)
• Opened grooming, health, or hygiene products where the seal has been broken
• Hazardous materials and flammable liquids or gases

If you're unsure whether your item qualifies, get in touch before ordering or returning.

Sale items and gift cards

Sale items and gift cards are excluded from our voluntary 30-day returns. Your statutory 14-day right to cancel still applies to sale items (but gift cards, once issued, are non-refundable).

Exchanges

The quickest way to get what you want is to return the item you have and, once the return is accepted, place a new order for the replacement.

Refunds

Once we receive and inspect your return, we'll let you know whether your refund is approved. If it is, we'll refund your original payment method within 14 days. Your bank or card provider may take a little longer to post the funds.

For change-of-mind returns, we may hold the refund until we've received the item back, or until you've shown proof that you've sent it — whichever comes first.

If more than 14 days have passed since we approved your refund and you haven't received it, contact us at geral@olliepet.store.

Contact

Questions about returns or refunds? Email us any time at geral@olliepet.store.