Refund policy

1. Overview

At Cleanry Pets, we want every customer to feel confident when shopping with us. This policy outlines our shipping process, return conditions, refund timelines, and your rights as a customer. If you have questions at any point, you may contact our customer support team at info@cleanrypets.com.

2. Shipping & Delivery Policy

2.1 Shipping Coverage

We currently ship to all locations within United Kingdom.
Shipping availability, delivery timelines, and rates depend on your delivery location and order size/weight.

2.2 Processing Time

  • Orders are processed within 2–3 business days (Monday–Friday).
  • Public holidays or peak seasons may extend processing time slightly; if this occurs, we will notify you promptly.

2.3 Shipping Rates

  • Free Standard Shipping on all orders — no minimum purchase required.

2.4 Estimated Delivery Time

After your order has been processed:

  • Processing: 2–3 business days
  • Transit Time: 4–9 business days
  • Total Delivery Estimate: 6–12 business days
  • Order cut-off time: 6:00 PM AEST (GMT+10:00)

Important: Delivery times are estimates and may vary due to courier delays, customs checks, or severe weather.

2.5 Shipping Restrictions

We do not ship to:

  • PO Boxes
  • APO/FPO/DPO addresses
  • Restricted or inaccessible locations

Some products may also have additional shipping limitations due to Australian regulations or carrier restrictions.

2.6 Failed Delivery or Returned Packages

If a package is returned due to:

  1. Incorrect address
  2. Multiple failed delivery attempts
  3. Refusal of delivery

We will contact you to arrange redelivery.
Additional shipping fees may apply.

2.7 Lost or Damaged Packages

If your parcel arrives damaged or does not arrive at all, contact us immediately at info@cleanrypets.com so we can investigate with the courier and resolve your issue as soon as possible.

2.8 Policy Updates

The most recent version will always be available on this page.

3. Return & Refund Policy

3.1 Return Window

You may request a return within 30 days of receiving your item.

3.2 How to Start a Return

To request a return:

  1. Email us at info@cleanrypets.com
  2. Provide your order number and a short description of the reason for return.
  3. We will respond with the return approval, return address, and instructions.

Important:
Items returned without prior approval will not be accepted.

3.3 Where to Return Items

All returned items must be sent to our warehouse:

Address: Keurenplein 41

3.4 Return Conditions

To qualify for a return:

  • Item must be unused, undamaged, and in original packaging.
  • A £10 GBP administration/restocking fee is applied per returned item.
  • You are responsible for return shipping costs unless the item is defective or incorrect.

3.5 Damaged, Defective, or Incorrect Items

Please inspect your order upon arrival.
If you receive:

  • A defective or damaged item, or
  • A different product than what you ordered

Contact us immediately with photos, and we will resolve the issue by offering a replacement or refund.

3.6 Exchanges

To exchange an item, return the product first.
Once your return is processed and approved, you may place a new order for the item you want.

3.7 Cancellations

You may cancel an order within 15 minutes of placing it for a full refund.

If the order has already been processed or shipped, cancellation may not be possible.
In such cases, you may return the item after receiving it.

3.8 Refund Processing

Once we receive your returned item:

  • Inspection takes up to 7 business days
  • Refund is issued immediately after approval
  • Funds may take 3–5 business days to appear in your account depending on your bank or payment provider

If more than 15 business days have passed after your return was approved and you have not received your refund, contact us at info@cleanrypets.com.

3.9 Items Already in Transit

If your order has already shipped, it cannot be refunded until:

  • You receive the item
  • You return it to our warehouse

Contact Information

Store name: Cleanry Pets

Address: Keurenplein 41

VAT: NL863586260B01

Phone: +31613649648

Email: info@cleanrypets.com

Working Hours/Days: Monday to Friday between 9:00 am and 5:00 pm

We aim to respond to your inquiries within 24 hours.