Refund policy
RainyPaws is operated by VELTRO COMMERCE LTD. This policy applies to products purchased from the RainyPaws store.
Our additional 30-day returns offer does not affect your rights under UK consumer law.
Your right to cancel
You may cancel an online purchase without giving a reason within 14 days after the day you receive your goods.
If you ordered multiple goods together and they are delivered on different days, the cancellation period ends 14 days after the day you receive the last item.
To cancel, email support@rainypaws.co.uk with a clear statement that you wish to cancel your purchase. Please include your order number, if available, or enough information for us to identify your order.
You do not need to wait for our approval to exercise your statutory cancellation right.
After telling us that you wish to cancel, you must send the goods back without undue delay and no later than 14 days after notifying us.
Please contact us before returning an item so that we can provide the correct return address and instructions. Do not assume that the dispatch address shown on the original parcel is the correct return address.
Inspecting your purchase
During the statutory cancellation period, you may inspect the goods as you reasonably would in a physical shop.
Opening the packaging does not, by itself, remove your statutory right to cancel.
Where permitted by law, we may make a deduction from your refund if the value of the goods has been reduced because they were handled beyond what was necessary to establish their nature, characteristics and functioning.
Return delivery costs
For a change-of-mind cancellation during your statutory cancellation period, you are responsible for the direct cost of returning the goods where we informed you of this before you placed your order.
If we did not provide that information before the contract was made, we will bear the direct return cost where required by law.
For change-of-mind returns made under our additional 30-day returns offer after the statutory cancellation period has ended, the customer is responsible for the cost of returning the goods.
If an item is faulty, damaged on arrival, incorrect or not as described, RainyPaws will cover the reasonable cost of returning it where a return is required. Please contact us before arranging the return.
Additional 30-day returns
In addition to your statutory cancellation rights, RainyPaws offers a voluntary 30-day change-of-mind return period.
To qualify for a return under this additional offer, the goods must be:
- returned within 30 days of delivery;
- unused;
- unopened where applicable;
- in their original packaging; and
- in the same condition in which they were received.
These conditions apply only to our voluntary 30-day returns offer. They do not restrict any rights you have under UK consumer law.
Faulty, damaged, incorrect or not-as-described goods
If you receive an item that is faulty, damaged, incorrect or not as described, please email support@rainypaws.co.uk with your order details and a description of the problem.
Where practical, photographs or other reasonable evidence may help us assess the issue more quickly.
If you report qualifying faulty, damaged, incorrect or not-as-described goods within 30 days of delivery, we will provide the remedy available to you under your consumer rights. Depending on the circumstances, this may include a refund or replacement.
Your statutory rights may continue after the first 30 days and may include rights to repair, replacement, a price reduction or a refund where applicable. The 30-day period is not a deadline for reporting all faults.
Refunds
For a statutory cancellation, we will reimburse you without undue delay and no later than 14 days after:
- we receive the returned goods; or
- you provide evidence that you have sent the goods back,
whichever occurs first.
Refunds will be made to the original payment method unless otherwise agreed. RainyPaws does not charge a refund processing fee.
If you paid a standard delivery charge and cancel the whole order under your statutory cancellation right, the applicable standard delivery charge will also be refunded. Any additional amount paid specifically for a more expensive or premium delivery option does not have to be refunded beyond the cost of the least expensive standard delivery method offered.
For returns accepted under our additional 30-day returns offer, we aim to process the refund within 5–7 working days after receiving and checking the returned goods. Where a statutory refund deadline applies, that statutory deadline will take priority.
How to tell us you wish to cancel
To cancel an order, email support@rainypaws.co.uk and clearly state that you wish to cancel.
To help us identify your purchase, please include where possible:
- your full name;
- your order number;
- the item or items you wish to cancel; and
- the date you placed your order or received the goods.
No special wording or signature is required to notify us that you wish to cancel. Not having your order number does not prevent you from exercising your cancellation right, provided we can reasonably identify your purchase.
If you have already received the goods, please contact us for the correct return address before posting them.
Contact
For cancellations, returns, faulty goods or help with an order, please contact: