Refund policy

Last updated: 15 October 2026

30-day returns

You can request a return within 30 days of delivery. For a change-of-mind return, items must be unused and in their original condition, with the included accessories and components.

How to start a return

Email official@projectpet.shop with your order number and the item you want to return. We will provide return instructions and the appropriate return address. Please contact us before sending a return so it reaches the right location.

Return shipping

Customers pay return shipping for change-of-mind returns. Keep proof of postage; a tracked service can help you follow your parcel.

Damaged, faulty or incorrect items

Contact us if an item arrives damaged, faulty or different from your order. Include your order number and, where helpful, photos. The unused-condition requirement for change-of-mind returns does not limit your rights for faulty or misdescribed goods. We cover necessary return shipping where we are responsible for the issue.

Refunds

Once we receive and inspect a returned item, we will let you know the outcome. Approved refunds are issued to the original payment method. Your payment provider may need additional time to show the credit. Any time limits and refund entitlements required by applicable law take precedence.

If you return part of a discounted bundle, the refund reflects the amount paid for the returned items, with any mandatory refund rights preserved.

Changes and cancellations

Email us as soon as possible to request a change or cancellation. We will confirm what is possible at the current preparation or shipping stage. If the order has already shipped, the returns process may apply. This does not restrict any statutory cancellation right.

Your consumer rights

This voluntary 30-day policy is in addition to your rights under applicable consumer law. It does not exclude or reduce mandatory cancellation, refund, repair, replacement or other remedies available to you.