Refund Policy

RTpetshop
Last updated: August 25, 2026

1. Our Commitment

We want you to be completely satisfied with every purchase from RTpetshop. If something isn’t right, we’re here to make it right. Please read this policy carefully to understand your options.

2. Return Window

You may request a return within 30 days of receiving your order, provided the item is:

Unused and in its original condition
In its original packaging
Free from signs of use, damage, or alteration

Items that do not meet these conditions may not be eligible for a refund.

3. EU & UK Customers — Statutory Right of Withdrawal

If you are located in the European Union or United Kingdom, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason, under the EU Consumer Rights Directive and UK Consumer Contracts Regulations.

To exercise this right, you must notify us of your decision to withdraw before the 14-day period expires. You can do so by contacting us at contact@rtshopstore.com.

Once we receive the returned item, we will refund the full purchase price, including standard delivery costs, within 14 days. Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.

Exceptions: The right of withdrawal does not apply to:

Perishable goods (e.g. pet food or treats)
Sealed hygiene products that have been opened
Customised or personalised items

4. How to Request a Return

To start a return, please contact us at contact@rtshopstore.com with the following information:

Your order number
The item(s) you wish to return
The reason for your return

We will respond within 1–6 business days with return instructions. Please do not send items back without contacting us first — unauthorised returns may not be processed.

5. Refund Process

Once we receive and inspect the returned item, we will notify you by email. If the return is approved, your refund will be processed within 14 days using the same payment method you used for the original purchase.

Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

6. Damaged, Defective, or Incorrect Items

If your order arrived damaged, defective, or if you received the wrong item, please contact us within 7 days of delivery at contact@rtshopstore.com with:

Your order number
A description of the issue
Photos of the item and packaging

We will arrange a full refund or replacement at no cost to you, including return shipping where applicable.

7. Non-Returnable Items

The following items are not eligible for return or refund:

Perishable goods such as pet food, treats, or supplements
Opened hygiene or grooming products
Customised or personalised products
Items returned after the 30-day window without prior agreement
Items that show signs of use, damage, or missing packaging

8. Return Shipping Costs

Unless the item is faulty, damaged, or incorrect, return shipping costs are the responsibility of the customer. We recommend using a tracked shipping service, as we cannot be held responsible for items lost in transit.