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Refund policy

PetAmaze Refund & Returns Policy

Effective Date: June 1, 2026

At PetAmaze, we are dedicated to supporting your pet’s health and well-being. We pride ourselves on the quality of our formulations and supplies. We understand that every pet is unique, which is why we offer a comprehensive return policy, including a 60-Day Satisfaction Guarantee alongside your statutory UK consumer rights.

This policy is issued by PetAmaze Ltd, a company registered in the United Kingdom, with its registered office at 128 City Road, London, EC1V 2NX, United Kingdom.

1. Statutory Right to Cancel (14-Day Cooling-Off Period)

In accordance with the UK Consumer Contracts Regulations, you have the statutory right to cancel your order and return any item for any reason within 14 days beginning the day after you (or a third party designated by you) receive your goods.

  • Condition: To qualify for a statutory refund, the item(s) must be completely unopened, unused, with all original seals intact, and in a fully resaleable condition.

  • Notification: You must notify us of your intent to cancel within this 14-day window by contacting our Customer Experience team at support@petamaze.com.

2. Our 60-Day Satisfaction Guarantee

We want you and your pet to feel completely confident in our products. If you have tried a PetAmaze product consistently and are not satisfied with the results, we offer a 60-Day Satisfaction Guarantee under the following conditions:

  • Eligibility: This guarantee applies exclusively to first-time purchases of a specific product made directly on www.petamaze.com. It is limited to one (1) claim per product, per customer/household.

  • Timeframe: Refund requests must be submitted within sixty (60) calendar days from the date of delivery of your first qualifying order.

  • The 60-Day Rule: The 60-day trial period is intended to give the product enough time to work. It does not reset with subsequent subscription renewals or replacement shipments.

  • Exclusions: This guarantee applies only to purchases made directly via our website and does not cover purchases made via Amazon, TikTok Shop, or other unauthorised third-party retailers.

3. How to Initiate a Return or Refund

To start the process, please follow these steps:

  1. Contact Us: Email our Customer Experience team at support@petamaze.com with your full name, order reference number, and the reason for your request.

  2. Return Authorisation: For standard returns or if requested under our 60-day guarantee, our team will provide you with a Return Merchandise Authorisation (RMA) and the designated UK return address.

  3. Sending the Item: Package the goods securely. We highly recommend using a tracked shipping service, as PetAmaze Ltd cannot be held responsible for return shipments that are lost or damaged in transit.

4. Return Shipping Costs

  • Customer Responsibility: For all standard returns (e.g., change of mind, incorrect size/item ordered by customer), the cost of return postage is the sole responsibility of the customer. Return shipping costs are strictly non-refundable.

  • Transit Risks: The item remains the property and responsibility of the customer until it is successfully delivered to and scanned at our UK warehouse. PetAmaze Ltd accepts no liability for items damaged, broken, or lost in transit while being returned to us by a customer. We highly recommend using a tracked and insured shipping service.

5. Processing Your Refund

Once your return is received and inspected (or your 60-Day Satisfaction claim is authorised), we will process your refund:

  • Method: Approved refunds will automatically be issued to the original payment method used during checkout (e.g., Credit/Debit Card, PayPal, or Klarna).

  • Timeline: Please allow 5 to 10 business days for the funds to reflect in your account, depending on your bank or card issuer's processing times.

  • Subscription Items: Refunding a single order under our guarantee does not automatically cancel your subscription. You can pause, edit, or cancel future scheduled deliveries at any time via your PetAmaze Account Portal or by contacting customer support. 

6. Damaged, Faulty, or Incorrect Items

We take great care in packaging our products, but if your item arrives damaged, defective, or incorrect, we aim to resolve it swiftly.

  • Transit Damage Notifications: We kindly request that you inspect your package upon arrival and notify us at support@petamaze.com within seven (7) days of delivery if there is visible transit damage, providing clear photographs of the product and the outer packaging. This allows us to raise a timely investigation with our courier networks.

  • Statutory Consumer Rights: In accordance with the UK Consumer Rights Act 2015, if an item is inherently faulty, defective, or sent in error, you have a statutory right to a full refund, repair, or replacement within thirty (30) days of receiving the goods.

  • Exclusions: PetAmaze Ltd reserves the right to reject a claim if the fault or damage is deemed to be a result of customer misuse, accidental damage after successful delivery, incorrect storage, or normal wear and tear.

7. Abuse of Policy

PetAmaze Ltd reserves the right to deny a refund or cancel accounts if we suspect policy abuse, fraudulent activity, unauthorised commercial resale, or exploitation of the 60-Day Satisfaction Guarantee. This policy may be updated or modified for future purchases at any time.