Refund policy
RETURN AND REFUND POLICY
Last updated: 24 July 2026
This policy applies to orders placed with EB's Pets for delivery in the United Kingdom. It does not affect your statutory rights.
CANCELLING AN ONLINE ORDER
You may cancel an eligible online purchase within 14 days after the day you receive the goods. To start a cancellation or return, email rizzyrichie@gmail.com with your order number and the item you wish to return.
Please do not send an item back without our written approval. Our products are fulfilled by supplier partners, so we will give you the correct supplier-authorised return address and instructions for that item. The return address may differ between products and may be outside the United Kingdom. Returns sent to our administrative address or to an address not approved by us may not be accepted.
CHANGE-OF-MIND RETURNS
Unless an exception permitted by law applies, eligible items must be returned within 14 days after you tell us you are cancelling. Please keep the item unused, complete and in its original packaging where reasonably possible. You are responsible for the direct cost of returning a change-of-mind item and for the item until it is received, so we recommend using a tracked service.
We may make a lawful deduction if the value of an item has been reduced by handling beyond what is necessary to establish its nature, characteristics and function.
FAULTY, DAMAGED, INCORRECT OR MISDESCRIBED GOODS
If your order arrives damaged, faulty, incorrect or not as described, contact us promptly at rizzyrichie@gmail.com with your order number and clear photos or video where helpful. We will arrange the appropriate remedy in line with your legal rights, which may include a replacement, repair, price reduction or refund. We will cover reasonable return costs where the goods are faulty, damaged, incorrect or misdescribed.
REFUNDS
Where a refund is due, we will refund to the original payment method. We will process the refund within 14 days of receiving the returned goods or, where applicable, receiving evidence that you have sent them back. For a valid full-order cancellation, we will also refund the standard outbound delivery charge where required by law. Any extra amount paid for an enhanced delivery method is not refundable unless required by law.
EXCEPTIONS
The right to cancel may not apply to personalised or made-to-order goods, or sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed, where the law permits. This does not limit your rights if an item is faulty, damaged or misdescribed.
ORDER CANCELLATIONS BEFORE DISPATCH
Contact us as soon as possible if you need to cancel or change an order. We will try to help, but once an order has entered fulfilment we may be unable to stop dispatch and the return process above will apply.
CONTACT
Email: rizzyrichie@gmail.com