Butikk
Returns & Refunds Policy
Effective 5 September 2026. Applies to orders placed on or after this date.
We want you to be confident in what you buy. This policy sets out when an item bought on the United Pet Club store can be returned, what condition it must be in, what it costs, and how the refund is worked out. Each product page shows the terms that apply to that specific item; where they differ from this page, the product-page terms govern that item.
The short version
- 30 days from delivery to request a return.
- Request the return from your dashboard first — you will receive an RMA number. Unannounced parcels may be refused.
- Original, complete, undamaged packaging with all inserts and accessories.
- Unused and in resalable condition, unless the product page says otherwise.
- A 20% restocking fee is deducted from the item refund.
- You pay the return shipping and are responsible for the parcel until we receive it.
- Refund to your original payment method within 10 days of the return passing inspection.
- Medical, sterile and prescription items (microchips, needles, implanters) must come back factory-sealed.
Microchips, implanters, needles and any sterile or prescription-only item are accepted back only with the manufacturer's seal intact. Once the seal is broken the item cannot be restocked, resold or safely reused, and it is not eligible for a refund.
1. Who this policy covers
This policy applies to physical products bought through the United Pet Club store (unitedpetclub.com/store), whether sold by United Pet Club or by an independent seller listing on the platform. It does not cover memberships, subscriptions, digital goods, services, donations, courses, animal listings or anything bought from an external retailer we link to. Each seller may publish stricter or more generous terms for a specific item; those terms are shown on the product page before you buy and again when you request a return, and they govern that item.
2. Return window
You have 30 days to request a return. The 30 days count from the day tracking shows the parcel was delivered; if no delivery scan exists, they count from the day your payment was completed. A request made after the window has closed is declined automatically. Requesting a return does not extend the window for items you did not include in the request.
3. Return authorisation (RMA) is required
Every return must be requested from your dashboard (Orders → the order → Returns) before anything is shipped back. The seller reviews the request and, if it is approved, issues a Return Merchandise Authorisation (RMA) number, the return address and a ship-by date. Write the RMA number clearly on the outside of the parcel. Parcels that arrive without an RMA, after the ship-by date, or at an address other than the one provided may be refused or returned to you at your cost, and no refund is due for them.
4. Condition of the returned item
Unless the product page states a different condition, items must be unused, unwashed, unassembled and in the same condition you received them, with every part, manual, accessory and free gift that was in the box. Items that show use, wear, alteration, animal hair or odour, or that are missing components, fail inspection and are refused. A refused item is not refunded and is held for 14 days for you to arrange collection at your cost, after which it may be disposed of.
5. Medical, sterile and prescription items
Microchips, implanters, needles, syringes, vaccines, wound-care products and any item that is sterile, single-use or prescription-only are accepted back only with the manufacturer's tamper-evident seal intact and the packaging unopened. This protects every animal that will later receive the item: once the seal is broken we cannot verify sterility or provenance, so the item cannot be restocked or resold. An item that arrives with the seal broken, resealed or tampered with is refused and is not refunded. These items are also excluded from return where local law or the manufacturer's instructions forbid resale after sale.
6. Original packaging
Items must be returned in their original retail packaging, complete and undamaged, protected inside a suitable outer shipping box. Original packaging that is torn, written on, taped shut or missing counts as a failed inspection unless the product page waives this requirement. Do not apply shipping labels or tape directly to the product packaging.
7. Restocking fee
A restocking fee of 20% of the item price (before tax) is deducted from every accepted return unless the product page states a different percentage or the return is due to our error (wrong item shipped, or an item that arrived damaged or defective and is reported within 7 days of delivery with photographs). The fee covers inspection, repackaging and the cost of relisting. It is calculated per item and shown to you as an estimate before you submit the request.
8. Return shipping and risk
You arrange and pay for return shipping unless the product page says the seller pays. Original shipping charges are not refunded. You are responsible for the parcel until it is received at the return address, so use a tracked service, keep the receipt and enter the tracking number in your dashboard. Lost, delayed or damaged-in-transit returns are a matter between you and your carrier; a return that never arrives cannot be refunded.
9. Inspection
Every return is inspected on receipt against the terms that applied when you requested it. The seller records, per item, how many units arrived and their condition, and whether each is accepted or refused. You see the outcome in your dashboard. A partially compliant return is refunded only for the accepted units.
10. Refunds
For accepted items the refund is the item price paid, less the restocking fee, less any deduction for missing parts or damage found at inspection. Sales taxes are refunded in proportion to the refunded amount. Shipping, gift-wrap, deposits already applied, donations and round-ups are not refunded. Refunds go to the original payment method (or store credit where the product page says so) and are recorded on your order within 10 days of inspection; your bank or card issuer may take additional days to show it. Where a promotion or bundle discount depended on the returned item, the discount is recalculated and the difference deducted.
11. Items that cannot be returned
The following are final sale and cannot be returned unless they arrive damaged or defective: items marked Final sale on the product page; opened or unsealed medical, sterile, hygiene and prescription items; perishable goods, food, treats and supplements; personalised, engraved or made-to-order items; digital products, gift cards and store credit; memberships, subscriptions, courses and services; and any item purchased from an external retailer through a link on our site (that retailer's policy applies).
12. Damaged, defective or wrong items
If an item arrives damaged, does not work, or is not what you ordered, report it from your dashboard within 7 days of delivery and attach photographs of the item and its packaging. Where the seller confirms the fault, the restocking fee is waived, return shipping is provided or reimbursed, and you may choose a replacement (subject to stock) or a full refund of the item price and its share of shipping. Damage caused after delivery, by misuse, by an animal, or by failure to follow the product instructions is not covered.
13. Independent sellers on the platform
United Pet Club operates a marketplace. Where an item is sold by an independent seller, that seller is the party to your sale and is responsible for accepting, inspecting and refunding the return under these terms and any item-specific terms they published. United Pet Club provides the tools and records for the return and may step in to resolve a dispute, but does not itself accept liability for a seller's goods. Nothing in this policy creates a warranty by United Pet Club for items sold by third parties.
14. Your statutory rights
Nothing in this policy limits rights you have under the consumer-protection laws of the province, state or country where you live, including any right to a remedy for goods that are faulty, unsafe or not as described. Where such a law gives you more than this policy does, the law applies. This policy is governed by the laws of British Columbia, Canada, and the federal laws of Canada applicable there, without prejudice to those mandatory local rights.
15. Changes to this policy
We may update this policy from time to time. The version shown on the product page and in your dashboard at the time you place an order — and the item-specific terms recorded on your return request — are the terms that apply to that order. Changes are not retroactive.