---
title: Returns
subtitle: Returns, refunds, and non-returnable items.
order: 3
---

### How do I return an item?
You have the right to withdraw from your order within **14 days** of receiving the goods. To start a return, inform us of your decision by email to [service@thepetloft.co.uk](mailto:service@thepetloft.co.uk) or by post to The Pet Loft UK, Customer Services, 39a Walton Road, Woking, GU21 5DL. You can use the model withdrawal form on our [Returns & Refunds Policy](/support/returns) page, but it is not required. We will confirm next steps. You will incur the cost of returning the product; this amount will be deducted from your refund. Send the item back to **Fanaaka Ltd**, 39a Walton Road, Woking, GU21 5DL within 14 days of telling us you are withdrawing. For full details, see our [Returns & Refunds Policy](/support/returns).

### What items cannot be returned?
The right of withdrawal does not apply to: goods made to your order or clearly tailored to your personal requirements; goods that may perish quickly or whose use-by date would expire rapidly; goods not suitable for return for reasons of health or hygiene if their seal has been broken after delivery; and goods that were, after delivery, inseparably mixed with other goods. If you are unsure whether your item can be returned, please [contact us](/support/contact-us) before sending it back.

### My item is wrong or damaged. What do I do?
Please [contact us](/support/contact-us) as soon as possible with your order number and a description of the issue (and photos if helpful). We will arrange for the item to be returned and will cover return postage where the error or damage is on our side. For goods damaged in transit, notifying us promptly also helps us claim from the carrier.

### When will I receive my refund?
After we receive your returned item (or evidence that you have sent it back), we will reimburse you without undue delay and in any event within **14 days**. The cost of return postage will be deducted from your refund amount. We use the same payment method you used for the order. Refunds may take a few extra business days to show on your bank or card statement.

### Where do I send my return?
Send the goods to **Fanaaka Ltd**, 39a Walton Road, Woking, GU21 5DL. Please send them back within 14 days of informing us of your withdrawal. The deadline is met if you dispatch the goods before the 14-day period has expired.

### Do I have to pay for return postage?
Yes. The customer incurs the cost of returning the product, and this amount will be deducted from the refund. You are also responsible for any loss in value caused by handling the item beyond what is needed to check its nature, characteristics, and functioning.

### How long do I have to request a return?
You have **14 days** from the day you (or someone you nominate, other than the carrier) receive the goods to inform us of your decision to withdraw. Your communication must reach us before the 14-day period has expired. You must then send the goods back within 14 days of telling us you are withdrawing.
