Returns & Refunds

Returns & Refunds

Your satisfaction is our priority. If you are not completely happy with your purchase, we are here to make it right. Please read our policy carefully before submitting a return request.

Return Window

You may request a return within 15 days of the delivery date. Requests submitted after this period will not be eligible for a return or refund.

EU Consumers — 14-Day Right of Withdrawal

If you are based in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without providing any reason, in accordance with the EU Consumer Rights Directive (2011/83/EU).

To exercise this right, please notify us at contact@rtshopstore.com before the 14-day period expires. Once we receive your notification, you have an additional 14 days to return the item(s). We will refund the cost of standard delivery in addition to the price of the item(s). Only the cost of returning the goods to us remains your responsibility.

Item Condition Requirements

To qualify for a return, items must meet the following conditions:

  • Unused and in original condition
  • Returned in original packaging, including all accessories, tags, and inserts
  • No signs of wear, damage, or alteration

Non-Returnable Items

For hygiene and safety reasons, the following items are not eligible for return:

  • Opened or used pet food, treats, or supplements
  • Hygiene and grooming products that have been opened or used
  • Items marked as final sale or non-returnable at the time of purchase
  • Digital products (e.g. e-books or downloadable guides)
  • Personalised or custom-made items

How to Request a Return

  1. Email us at contact@rtshopstore.com with the subject line "Return Request — Order #[your order number]"
  2. Include your order number, the item(s) you wish to return, and the reason for the return
  3. Our team will respond within 1–6 business days with return instructions
  4. Pack the item securely in its original packaging and ship it to the address provided
  5. Share the tracking number of your return shipment with us via email

Please do not send items back without prior authorisation — unauthorised returns may not be processed.

Return Shipping Costs

  • Defective, damaged, or incorrect items: RTpetshop covers the full cost of return shipping.
  • Change of mind (outside the 14-day EU withdrawal period): the customer is responsible for return shipping costs.
  • EU right of withdrawal (within 14 days): the customer covers only the cost of returning the goods; the original delivery cost is refunded.

Refund Timeframe

Once we receive and inspect your return:

  • Refund processed within 5–7 business days
  • Issued to the original payment method via PayPal or Stripe
  • Allow an additional 3–5 business days for your bank to process the refund

Shipping costs are non-refundable unless the return is due to our error or falls under the EU right of withdrawal.

Damaged or Incorrect Items

If you received a damaged or incorrect item, contact us within 7 days of delivery at contact@rtshopstore.com with your order number and a photo of the item. We will arrange a replacement or full refund at no cost to you.

Last updated: September 2026. RTpetshop reserves the right to update this policy at any time.