Refund policy

Welcome to Vals Pets. We want our customers to have a straightforward and reliable shopping experience. This Return and Refund Policy explains the conditions under which eligible products may be returned and how refunds are handled.

By placing an order with Vals Pets, you agree to the terms described in this policy.

1. Return Eligibility

We accept eligible returns within 30 calendar days from the date of delivery.

To be eligible for a return:

The item must be unused and in its original condition.
The item must be returned with its original packaging, tags, parts, and accessories, where applicable.
The item must not show signs of pet use, chewing, scratching, staining, washing, alteration, or damage after delivery.
The item must not be damaged due to misuse, neglect, improper handling, or improper storage.
Proof of purchase or a valid order number must be provided.

Returns that do not meet these conditions may be rejected or may qualify for a reduced refund where permitted by applicable law.

Nothing in this policy limits any rights or remedies available to consumers under applicable law.

2. Return Window

Customers have 30 calendar days from the delivery date to request an eligible return.

Return requests submitted after this period may not be accepted unless a longer period or different remedy is required by applicable law.

We recommend contacting us as soon as possible if you need to return an item.

3. Return Shipping Responsibility

Damaged, Defective, Faulty, or Incorrect Items

If you receive an item that is damaged, defective, faulty, incorrect, or materially different from the product ordered, please contact us as soon as possible.

After reviewing the issue, Vals Pets will provide an appropriate resolution. Where appropriate, we may arrange or cover reasonable return shipping costs.

Change-of-Mind Returns

If you return an eligible item because you changed your mind, ordered the wrong item, or no longer want the product, you will generally be responsible for the return shipping cost.

Original shipping charges are generally non-refundable for change-of-mind returns unless otherwise required by applicable law or the return is the result of an error attributable to Vals Pets.

4. Restocking Fee

Restocking Fee: 0%

Vals Pets does not charge a restocking fee.

Customers may still be responsible for return shipping costs for eligible change-of-mind returns as described in this policy.

5. How to Initiate a Return

Please contact us before sending any product back.

To request a return:

Contact Vals Pets using the contact information below.
Provide your order number.
Identify the product you wish to return.
Explain the reason for the return.
Provide clear photographs if the product is damaged, defective, faulty, or incorrect.
Wait for our customer support team to review your request and provide return instructions.

Please do not send a return to our business address unless we specifically instruct you to do so.

Unauthorized returns may result in delays or may not be accepted where we are unable to identify or properly process the returned order.

6. Refund Process

Once an authorized return has been received and inspected:

We will review the returned item to determine whether it meets the applicable return requirements.
You will be notified when the return has been approved or rejected.
Approved refunds will generally be processed within 10 business days after the returned item has been received, inspected, and accepted.
Refunds will generally be issued to the original payment method used for the purchase.

After Vals Pets processes a refund, your bank, credit card issuer, debit card provider, or payment processor may require additional time before the funds appear in your account.

Processing times imposed by financial institutions or payment providers are outside our control.

7. Refund Conditions

A full refund may generally be issued when:

The return was requested within the applicable return period.
The product meets the return eligibility requirements.
The item is received in acceptable condition.
The item can be identified as part of the relevant order.
Original parts, accessories, tags, and packaging are included where applicable.

A partial refund or no refund may be issued, where permitted by applicable law, if the returned product:

Has been used.
Shows signs of pet use.
Has been chewed, scratched, bitten, stained, or otherwise damaged after delivery.
Contains food, treats, hair, saliva, dirt, or other residue.
Has been washed or cleaned after use.
Has been altered or modified.
Is missing important original parts or accessories.
Is missing original packaging or tags where applicable.
Has been damaged because of misuse, neglect, improper handling, or improper storage.
Is returned after the applicable return period.

Nothing in this section limits a customer's rights regarding defective, damaged, incorrect, misdescribed, or otherwise legally protected products.

8. Non-Returnable or Restricted Items

For change-of-mind returns, products may not be eligible for a refund where permitted by applicable law if they no longer meet the required return condition.

This may include:

Dog Feeding & Watering products that have been used, washed, damaged, or contain food, treats, water, saliva, hair, stains, or other residue.
Dog Bowls & Feeders that show signs of use, washing, damage, contamination, or missing original parts or accessories.
Dog Interactive & Puzzle Toys that have been used, chewed, bitten, scratched, damaged, or show other signs of pet use.
Dog Toys that have been used, chewed, damaged, stained, or otherwise altered after delivery.
Cat Feeding & Watering products that have been used, washed, damaged, or contain food, treats, water, saliva, hair, stains, or other residue.
Cat Bowls & Feeders that show signs of use, washing, damage, contamination, or missing original parts or accessories.
Cat Interactive & Treat Toys that have been used, chewed, scratched, damaged, or contain food, treats, saliva, hair, or other residue.
Cat Toys that have been used, scratched, bitten, damaged, stained, or otherwise show signs of pet use.
Products from the above collections that have been altered, modified, or damaged through misuse, neglect, improper storage, or improper handling.
Products from the above collections that are missing original packaging, tags, parts, or included accessories where applicable.
Products returned after the applicable return period.

These restrictions apply only to the dog and cat feeding, watering, bowls, feeders, interactive toys, puzzle toys, treat toys, and general toys sold by Vals Pets.

9. Damaged or Defective Items

Please inspect your order promptly after delivery.

If you receive a damaged, defective, faulty, or incorrect product, contact us as soon as reasonably possible.

Please provide:

Order number
Product name
Description of the problem
Clear photographs of the product
Photos of the shipping packaging, where applicable

After reviewing the issue, we may provide an appropriate remedy, which may include:

Replacement
Refund
Partial refund where appropriate
Another remedy required or permitted by applicable law

10. Order Cancellations

If you wish to cancel an order, contact Vals Pets as soon as possible after placing the order.

Orders may generally be cancelled before they have entered processing or shipment.

Once an order has been processed or shipped, cancellation may no longer be possible.

If the order has already shipped, you may need to receive the package and follow the applicable return procedure.

Nothing in this section limits any cancellation or other consumer rights provided by applicable law.

11. Exchanges

Vals Pets does not currently offer direct exchanges.

If you wish to replace an eligible product with a different item, please contact us regarding the return of the original product and place a separate order for the replacement item where appropriate.

Damaged, defective, faulty, or incorrect products will be handled in accordance with the applicable sections of this policy and your statutory rights.

12. Late or Missing Refunds

If an approved refund has not appeared in your account after the expected processing period:

Check your bank or payment account again.
Contact your bank or card issuer.
Check with your payment provider, if applicable.
Allow additional processing time where required by the financial institution.
Contact Vals Pets if the refund still cannot be located.

If an approved refund has still not appeared within 14 business days after approval, please contact us with your order number and relevant refund information.

13. Store Credit

Where appropriate, Vals Pets may offer store credit as an alternative resolution.

Store credit will not be substituted for a refund or other remedy when a refund or remedy is required by applicable law.

14. Return Condition for Pet Products

Because our products are intended for pets, we strongly recommend inspecting products before allowing a pet to use them.

For change-of-mind returns, products must generally remain unused and in their original condition.

Dog and cat toys, including interactive toys, puzzle toys, and treat toys, showing signs of pet use such as chewing, scratching, biting, hair, saliva, stains, or other use-related contamination may not qualify for a change-of-mind refund where permitted by applicable law.

Dog and cat feeding products, including feeding and watering products, bowls, and feeders, that contain food, treats, water residue, saliva, hair, stains, or other signs of use may not qualify for a change-of-mind refund where permitted by applicable law.

This condition does not limit rights relating to products that are defective, damaged, incorrectly supplied, or not as described.

15. Return Packaging

Customers should package returned products securely to help prevent damage during return transportation.

Where applicable, please include the original product packaging, accessories, tags, and components.

Customers should retain proof of return shipment until the return has been received and processed.

16. Consumer Rights

This policy does not waive, restrict, or limit any consumer rights or remedies that cannot legally be waived under applicable law.

Where applicable law provides greater consumer protection than this policy, the applicable law will control.

17. Contact Information

For return, damaged-product, cancellation, or refund questions, please contact us:

Trade Name: Vals Pets
Business Email: support@valspets.com
Business Phone: +44 7897 524433
Business Address: 166 Long Rd, Canvey Island SS8 0JP, United Kingdom

Please contact us before sending any return to ensure that you receive the correct return instructions.

Important Notice

Eligible returns must generally be requested within 30 calendar days of delivery.
Please contact us before sending a return.
Change-of-mind returns must generally be unused and in their original condition.
Products showing signs of pet use may not qualify for a change-of-mind refund.
Customers are generally responsible for return shipping costs for change-of-mind returns.
Restocking Fee: 0%
Approved refunds will generally be processed within 10 business days after the returned product has been received, inspected, and accepted.
Refunds are generally issued to the original payment method.
Keep proof of return shipment for your records.
Securely package returned products to help prevent damage during transportation.
Do not send a return to our business address unless Vals Pets has provided return instructions.