Refund Policy
Refund & Returns Policy
At PetRoot, we want you to shop with confidence. If something isn't right with your order, we're here to help.
This policy explains our order cancellation policy, 30-day return policy, money-back guarantee and your statutory consumer rights.
Order Cancellations
Orders may be cancelled within 24 hours of being placed, provided that the order has not yet been processed or fulfilled.
If you would like to cancel your order, please contact us at support@petroot.com as soon as possible and include your order number.
We cannot guarantee cancellation simply because the request is made within 24 hours. If your order has already been processed, fulfilled or handed over for shipment, we are no longer able to stop or cancel it through our fulfilment process.
Likewise, once 24 hours have passed after placing your order, we are unable to accept standard order cancellation requests.
If your order can no longer be cancelled, this does not affect any statutory consumer rights or return rights that may apply after placing or receiving your order.
30-Day Return Policy
PetRoot offers a 30-day return period.
You may request a return within 30 days of receiving your order.
To start a return, contact us at support@petroot.com and include:
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Your order number
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The product you would like to return
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The reason for your return, where applicable
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Photos if the product arrived damaged, defective or incorrect
Our customer support team will review your request and provide the appropriate return instructions.
Please contact us before sending a product back so we can make sure your return is sent to the correct location and can be properly linked to your order.
For returns made under our standard 30-day return policy, outside any applicable statutory withdrawal period or product-specific money-back guarantee, products should normally be:
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In their original condition
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Unused, unless the applicable product guarantee allows the product to be tried
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Returned with the original packaging where reasonably possible
30-Day Money-Back Guarantee
Certain PetRoot products are covered by our 30-Day Money-Back Guarantee where this is clearly stated on the relevant product page.
Products covered by a try-at-home guarantee, such as PetRoot™ Fur Dissolve where advertised, may be used as directed during the guarantee period.
If you have properly tried an eligible product and do not see a visible difference, contact us within 30 days of receiving your order.
To make a claim, please provide:
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Your order number
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The product purchased
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A short explanation of your experience
We may request reasonable additional information where necessary to verify your purchase or assess your request.
A product covered by a try-at-home money-back guarantee does not need to be unused in order to qualify.
Where the relevant product offer states that no physical return is required, you will not need to send the used product back.
Our Money-Back Guarantee is provided in addition to your statutory consumer rights and does not replace or restrict those rights.
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Return Shipping Costs
For standard returns because you have changed your mind, you are responsible for the direct cost of returning the product where permitted by law and where this has been communicated before purchase.
We recommend using a tracked shipping method and keeping your proof of postage until your return and refund have been completed.
If you receive a damaged, defective or incorrect product, PetRoot will cover reasonable return shipping costs where a physical return is required.
If a product-specific money-back guarantee states that no return is required, you will not be charged return shipping costs because no physical return will be necessary.
Damaged, Faulty or Incorrect Orders
Please inspect your order after delivery.
If your order arrives damaged, defective, incomplete or different from what you ordered, contact us at support@petroot.com as soon as reasonably possible.
Please include:
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Your order number
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A description of the issue
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Photos or other relevant evidence where reasonably possible
We will review the issue and provide an appropriate solution.
Depending on the circumstances, this may include a replacement, refund or another appropriate remedy.
If the issue is caused by an error on our side, you will not be responsible for reasonable return shipping costs where a return is required.
Nothing in this section limits your statutory rights regarding faulty or non-conforming goods.
Refunds
Once your refund has been approved, it will be issued to the original payment method used for your purchase unless otherwise agreed.
For refunds made under statutory withdrawal rights, refunds will be processed within the period required by applicable consumer law.
Where permitted by law, we may wait until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first.
Where a full order is cancelled under an applicable statutory right of withdrawal, any standard outbound delivery costs that must legally be refunded will also be reimbursed.
If you chose a delivery method that was more expensive than our standard delivery option, any additional delivery charge may not be refundable.
For partial returns, the original delivery charge may not be refundable.
After a refund has been issued by PetRoot, your bank or payment provider may require additional processing time before the funds appear in your account.
If you believe your refund is taking longer than expected, please contact your bank or payment provider first. If you still require assistance, contact us at support@petroot.com.
Exchanges
If you would like to exchange a product, please contact us at support@petroot.com.
Depending on the product and circumstances, we will let you know whether an exchange is available or whether the original product should be returned and a new order placed.
Contact
For questions about cancellations, returns, refunds or our Money-Back Guarantee, please contact: