Refund policy
RETURN AND REFUND POLICY
Last updated: May 2026
At Yogi-Pets, we want you and your pet to be completely satisfied with every purchase. This policy sets out your rights and our obligations in clear, straightforward terms. Your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 are not affected by this policy.
1. Your Right to Cancel (Change of Mind)
You have 30 days from the date you receive your order to cancel and return it for any reason, no questions asked. This exceeds the statutory 14-day cancellation period required under UK law, giving you extra peace of mind.
To start a return, please contact us at support@yogi-pets.com with your order number.
2. Return Conditions
To be eligible for a return under our 30-day change-of-mind policy, the item must:
- Be unused and in its original, undamaged packaging.
- Be in the same condition as when you received it.
- Be returned to us within 14 days of us confirming your cancellation request.
Items that show signs of use, are missing packaging, or are returned outside the stated timeframe may not be accepted for a refund.
3. Return Shipping Costs
- Change of mind returns: the customer is responsible for the cost of return shipping. We recommend using a tracked service, as we cannot accept liability for items lost in transit. Note: outbound delivery to you is always free of charge.
- Faulty, damaged, or incorrect items: we will cover all return shipping costs. We will provide a pre-paid return label where required.
4. Faulty, Damaged, or Incorrect Items
Please inspect your order upon delivery. If your item arrives damaged, defective, or is not what you ordered, you have the right to report this to us within 30 days of delivery.
To report an issue, please contact us at support@yogi-pets.com with:
- Your order number.
- A description of the problem.
- Photos of the item and packaging.
Once we have verified the issue, we will offer you the choice of:
- A free replacement sent to you at no extra cost, or
- A full refund to your original payment method.
If a replacement is sent, we will provide a pre-paid return label if we require the original item back. You will not incur any additional costs.
5. Refund Process & Timeline
Once we receive and inspect your returned item, we will process your refund within 2 business days.
Refunds are issued to your original payment method. After we process the refund, it usually takes 3–5 business days for your bank or card issuer to make the funds available in your account.
You will receive a confirmation email once your refund has been processed on our end.
6. Late or Missing Refunds
If you have not received your refund within 7 business days after our confirmation email, please:
- Check your bank account and card statements.
- Contact your bank or card issuer, as processing times can vary.
- If you have done both and still have not received your refund, contact us at support@yogi-pets.com and we will investigate promptly.
7. Exchanges
We do not process direct exchanges for change-of-mind returns. If you would like a different product, please return your original item for a refund and place a new order. For faulty, damaged, or incorrect items, please see Section 4 — we will offer you a free replacement or full refund.
8. Your Statutory Rights
Nothing in this policy limits or affects your statutory rights under UK consumer law. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If they are not, you are entitled to a repair, replacement, or refund. For further information on your rights, visit www.citizensadvice.org.uk.
9. Contact Us
For any questions about returns or refunds, please get in touch:
Trade name: Yogi-Pets
Legal name: YAS Commerce
Company number: 42004924
VAT number: NL005428150B94
Address: De Nieuwe Erven 3, Unit 14624
5431 NV Cuijk
The Netherlands
Email: support@yogi-pets.com
Phone: +31 6 46250909
Opening hours: Mon–Fri, 9am–4pm