Refund policy

At PUPIL PET STORE, we want you to have a straightforward and positive shopping experience. This Return & Refund Policy explains when products can be returned, how to request a return, and how refunds are processed.

By placing an order through our website, you acknowledge and agree to the terms set out below. This policy does not limit any statutory consumer rights that may apply under applicable law.

A. Return Period

Eligible products may be returned within 30 days of the delivery date.

Return requests submitted after the 30-day period may not be accepted unless required by applicable consumer protection law.

B. Return Conditions

To be eligible for a return, the product should:

  • Be unused and in its original condition
  • Be returned with its original packaging, tags, and accessories, where applicable
  • Be free from pet hair, stains, odours, signs of use, damage, or misuse
  • Be securely packaged to help prevent damage during return shipping

Products that do not meet these conditions may not qualify for a refund.

C. How to Request a Return

Before sending an item back, please contact our customer support team:

Email: support@pupilpetstore.com

Please provide:

  • Your order number
  • The reason for the return
  • Photographs of the product, where applicable, if it is damaged, defective, or incorrect

After reviewing your request, we will provide the appropriate return instructions.

Please do not send a return without contacting us first, as unauthorised returns may not be accepted.

D. Return Shipping Costs

Damaged, Defective, or Incorrect Products

If you receive a product that is damaged, defective, or different from what you ordered, please contact us with the relevant details and photographs where applicable.

After reviewing the issue, we may provide a prepaid return shipping label where appropriate.

Change-of-Mind Returns

If you are returning an eligible product because you have changed your mind, you are generally responsible for the return shipping cost.

E. Inspection of Returned Products

Once a returned product is received, it will be inspected to confirm that it meets the applicable return conditions.

Refund eligibility will be determined after the inspection has been completed.

If the returned product does not meet the requirements of this policy, the refund may be refused or adjusted where permitted by applicable law.

F. Refunds

When a return is approved:

  • The refund will be issued to the original payment method used for the order.
  • Approved refunds are generally processed within 9 business days after the returned product has been received and inspected.
  • Once processed by us, the time required for the funds to appear in your account may vary depending on your bank, card issuer, or payment provider.

G. Products That May Not Be Eligible for Return

For hygiene, safety, and product-condition reasons, the following products may not be eligible for return if they have been used, damaged, or show signs of pet use:

  • Interactive cat toys
  • Interactive dog toys
  • Dog chew toys
  • Rope activity toys
  • Pet feeding bowls
  • Elevated feeding bowls
  • Wooden pet bowls
  • Pet harnesses

The following conditions may also make a product ineligible for return:

  • Signs of wear, stains, pet hair, odours, damage, or misuse
  • Missing original packaging or accessories, where applicable
  • Return requests submitted after the 30-day return period

Any applicable statutory consumer rights remain unaffected.

H. Damaged, Defective, or Incorrect Orders

Please inspect your order when it is delivered.

If you receive a product that is damaged, defective, or incorrect, please contact us as soon as reasonably possible.

Include your order number and photographs of the product where appropriate. We will review the information provided and advise you of the next steps.

I. Exchanges

We do not currently provide direct product exchanges.

If you require a different product, you may return the original eligible product in accordance with this policy and place a separate order for the replacement product.

J. Contact Information

Business Name: PUPIL PET STORE
Email: support@pupilpetstore.com
Phone: +48 692 025 588
Address: Dworska 27, 80-506 Gdańsk, Poland

Important Information

  • Please package returned products securely to reduce the risk of damage during transit.
  • Keep your return postage receipt or proof of shipment until the return has been completed.
  • Refunds are subject to the applicable return conditions and inspection of the returned product.
  • If an item arrives damaged, defective, or incorrect, please contact us with the relevant order details.
  • This policy does not affect any statutory consumer rights available to you under applicable consumer protection laws.