Return & refund policy
1. Introduction
This Returns & Refunds Policy explains your rights and our procedures relating to returns, cancellations, refunds, replacements, and faulty items purchased through Wee Whiskers Pet Supplies (the “Website”).
This policy forms part of our Terms & Conditions and should be read alongside them.
Nothing in this policy affects your statutory rights under the Consumer Contracts Regulations 2013, the Consumer Rights Act 2015, or other applicable consumer protection laws.
2. Statutory Rights
Nothing in this Policy limits or excludes your statutory rights under applicable UK consumer protection laws.
If any provision of this Policy conflicts with applicable consumer law, your statutory rights shall prevail.
3. Your Right to Cancel (Change of Mind)
If you are purchasing as a Consumer, you have the right to cancel your Order within 14 days without giving any reason.
The cancellation period expires 14 days after:
the day on which you receive the Goods; or
where an Order consists of multiple items delivered separately, the day on which you receive the final item.
To exercise your right to cancel, you must notify us before the cancellation period expires by contacting:
Once you notify us of cancellation, you have a further 14 days to return the Goods to us.
4. Returns and Refunds
4.1 Change of Mind (Cooling-Off Period)
If you cancel your Order under the Consumer Contracts Regulations 2013, you must return the Goods to us within 14 days of notifying us of cancellation.
Returned Goods should be sent back in reasonable condition and, where possible, with original packaging.
You may be responsible for any reduction in value resulting from handling beyond what is reasonably necessary to establish the nature, characteristics, and functioning of the Goods.
Unless the Goods are faulty, incorrect, or not as described, you are responsible for the cost of returning cancelled items.
4.2 Return Conditions
To be eligible for a return, you must:
a. take reasonable care of the Goods while they are in your possession;
b. return the Goods in reasonable condition; and
c. where possible, return the Goods with their original packaging and any included accessories or documentation.
You may be responsible for any reduction in value resulting from handling beyond what is reasonably necessary to establish the nature, characteristics, and functioning of the Goods.
For hygiene, health protection, and safety reasons, certain items may not be eligible for return once opened, unsealed, used, or contaminated, unless they are faulty, damaged, or not as described.
4.3 Packaging of Returns
Returned items should be packaged securely and appropriately to reduce the risk of damage during transit.
We may reduce or refuse refunds where returned Goods are damaged due to inadequate packaging during return transit.
4.4 Non-Returnable Items
For hygiene, health protection, and safety reasons, certain items are non-returnable once opened, unsealed, used, contaminated, or otherwise unsuitable for resale, unless they are faulty, damaged, or not as described.
Non-returnable items may include:
a. pet food and treats;
b. pet bedding, litter, and substrate;
c. hygiene-sensitive or consumable products; and
d. any other items clearly identified as non-returnable at the time of purchase.
Nothing in this section affects your statutory rights in relation to faulty, damaged, incorrect, or misdescribed Goods.
4.5 Inspection of Returned Goods
Returned Goods may be inspected upon receipt before a refund, replacement, or exchange is approved.
Where necessary, we may contact you for further information regarding the condition of returned items.
4.6 Refunds
Where eligible, refunds will be processed within 14 days of:
Wee Whiskers Pet Supplies receiving the returned Goods; or
receiving evidence that the Goods have been returned, whichever is earlier.
Refunds will be made using the same payment method used for the original purchase unless otherwise agreed.
Refunds will include the purchase price of the returned Goods and, where required under applicable consumer law, the standard cost of outbound delivery.
Additional delivery charges, including premium, express, or upgraded delivery services selected at checkout, are non-refundable.
We reserve the right to withhold refunds until returned Goods are received or satisfactory evidence of return is provided.
4.7 Faulty, Damaged, Incorrect, or Misdescribed Goods
If Goods arrive faulty, damaged, incorrect, unsafe, or not as described, please contact us as soon as reasonably possible using the contact details provided in this Policy. We recommend notifying us within 72 hours of delivery to help us investigate the matter promptly.
Where reasonably possible, we may request:
your Order number;
photographs of the issue; and
further information to help assess the problem.
Depending on the circumstances and your statutory rights, we may offer:
a repair;
replacement;
refund;
partial refund; or
other appropriate resolution.
We do not guarantee exchanges and reserve the right to offer a refund instead, subject to stock availability.
Where a parcel is confirmed as lost by the courier, we will work with the customer to provide an appropriate resolution in accordance with applicable consumer protection laws.
Nothing in this Policy limits your statutory rights under the Consumer Rights Act 2015 or other applicable consumer protection laws.
5. Returns Procedure
If you wish to return Goods, or if Goods are faulty, damaged, incorrect, or not as described, please contact us before returning any items using:
Where applicable, we may provide a Returns Authorization Number (RAN) or return instructions to help us process your return efficiently.
Items returned without prior contact or sufficient order information may result in delays in processing your return or refund.
You are responsible for ensuring returned Goods are packaged securely to prevent damage during transit.
Where returning Goods at your own cost, we recommend using a tracked delivery service and retaining proof of postage, particularly for higher-value items. We are not responsible for returns lost or damaged in transit where no proof of postage is available.
5.1 Incorrect Delivery Information
Customers are responsible for ensuring delivery and return information provided is accurate and complete.
We are not responsible for failed deliveries, delays, lost parcels, or additional costs resulting from incorrect or incomplete address information supplied by the customer.
6. Non-Collection or Failed Delivery
If an Order is returned to us due to:
failed delivery attempts;
refusal of delivery;
non-collection from a collection point; or
incorrect or incomplete delivery information provided by the customer,
we may deduct reasonable return, storage, or redelivery costs from any refund where permitted by applicable law.
If redelivery is requested, additional delivery charges may apply.
7. Returns Abuse
We reserve the right to refuse returns, refunds, cancellations, or exchanges where we reasonably believe this Policy is being misused, including cases involving:
excessive or repeated returns;
returned items damaged through misuse;
suspicious or fraudulent activity;
attempts to circumvent hygiene restrictions; or
unreasonable or abusive behaviour toward staff.
Nothing in this section affects your statutory rights under applicable consumer protection laws.
8. Liability for Returns
We are not responsible for loss, damage, delays, or additional costs arising from returned Goods where:
the returns procedure outlined in this Policy has not been followed;
insufficient return information is provided; or
returned items are inadequately packaged or damaged during return transit.
Where customers arrange and pay for return postage themselves, the return remains the customer’s responsibility until it is received by us.
Nothing in this section limits or excludes your statutory rights under applicable consumer protection laws.
9. Delays Outside Our Control
We are not responsible for delays in processing returns or refunds caused by events outside our reasonable control, including courier disruptions, severe weather, industrial action, or system outages.
10. Governing Law and Jurisdiction
This Policy and any dispute or claim arising out of or in connection with it shall be governed by and construed in accordance with the laws of Scotland.
If you are a Consumer, you may bring proceedings in:
the courts of Scotland; or
the courts of the part of the United Kingdom in which you reside.
If you are acting in the course of a business, the courts of Scotland shall have exclusive jurisdiction over any dispute or claim arising out of or in connection with this Policy.
Nothing in this Policy affects your statutory rights under applicable consumer protection laws.
11. Contact Us
If you have questions regarding returns, refunds, or cancellations, please contact:
Wee Whiskers Pet Supplies
Tessa Donkersloot trading as Wee Whiskers Pet Supplies
Website: www.weewhiskerspetsupplies.co.uk
Last updated 14/06/2026