Refund Policy

1. Our promise

We want you to be happy with your PetTag. If you're not, tell us within 14 days of the day your tags arrive and we'll refund you in full.

This matches your legal right to cancel an online order under the Consumer Contracts Regulations 2013. Tags that are faulty have longer protection: see section 6.

Tags with your own details printed on the back are made to order for you, so the change-of-mind refund doesn't apply to them (the Regulations leave out goods made to the buyer's specification, regulation 28(1)(b)). If one is faulty or we got your details wrong, we'll replace it or refund you, as for any tag.

2. How to request a refund

Email us at support@pet-tag.app with:

• Your order number (from the order confirmation email)
• A short note saying you'd like a refund
• The reason is helpful but not required — we'd love to learn from it

We aim to respond within 2 working days. We'll send you a return address and refund instructions. Please post the tags back within 14 days of telling us.

3. Returning the tags

You'll need to post the tags back to us. We'll provide the return address.

Return shipping costs: if the tags are faulty, wrong, or damaged on arrival, we'll cover return postage. Otherwise (e.g. you changed your mind), you cover the return postage. Royal Mail Tracked is fine — keep the tracking number.

We strongly recommend tracked postage so you have proof of sending. We can't refund tags that don't reach us.

4. When we'll refund

Once we receive your returned tags, we'll process the refund within 5 working days. Refunds go back to the original payment method.

Stripe (our payment processor) typically takes a further 5–10 working days to settle the refund to your card. Total time from return-received to money-in-your-account: usually 5–15 working days.

5. What we refund

We refund:

• The full price you paid for the tags
• Original delivery cost, if you're returning the entire order

We don't refund:

• Original delivery cost, if you only return some items from an order
• Your return postage cost (unless the tags were faulty)
• Tags damaged through misuse (chewed by your pet, stuck on a moving vehicle, etc.)

6. Faulty or wrong tags

If a tag is faulty, damaged, or different from what you ordered:

• Email us with a photo of the issue
• We'll send a replacement at no cost, or a full refund — your choice
• We'll cover all postage costs in this case

Under the Consumer Rights Act 2015 you can reject a faulty tag for a full refund within 30 days of receiving it, and after that you still have rights to a repair, replacement or refund (usually for up to 6 years).

7. Cancelling before tags ship

If you change your mind before we've dispatched your order, email us immediately and we'll cancel it for a full refund. No need to return anything since we haven't shipped yet.

We dispatch quickly (usually the next working day), so the sooner you tell us, the easier this is.

8. Pet profiles after refund

When you return tags for a refund, the associated tag codes are deactivated. Any public pet profile linked to those codes will no longer be accessible by scanning.

If you have a PetTag account, you can keep using it — your account is separate from any specific tag. You can buy new tags and link them to existing pet profiles at any time.

9. Your statutory rights

This refund policy adds to, rather than replaces, your statutory rights as a consumer under UK law. In particular:

• Under the Consumer Contracts Regulations 2013, you have a 14-day right to cancel any online purchase, starting the day after your tags arrive, except for tags made to order with your details on the back.
• Under the Consumer Rights Act 2015, products must be of satisfactory quality, fit for purpose, and as described. If they aren't, you can claim a refund, repair, or replacement — usually within 6 years of purchase.

Nothing in this policy limits these statutory rights.

10. Disputes and complaints

If you're not happy with how we've handled a refund, please email support@pet-tag.app and tell us what went wrong. We'll do our best to resolve it.

If we can't reach an agreement, you have the right to raise the issue with your card issuer (chargeback) or, for UK consumers, an Alternative Dispute Resolution (ADR) provider. The UK government's Citizens Advice service can also help: citizensadvice.org.uk.