Refund policy

Your right to cancel

Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving it, without giving a reason. To cancel, just email us at petcosupport@citucreative.com within that window.

Return window

Once you've told us you want to return an item, you have 14 days to send it back to us. Items should be unused, unopened, and in their original packaging where possible.

How to start a return

Email petcosupport@citucreative.com with your order number and the item(s) you'd like to return. We'll confirm the return address and next steps.

Return shipping costs

Unless the item arrived faulty or incorrect, return shipping costs are the customer's responsibility. We'd recommend using a tracked service, as we can't take responsibility for items lost in transit back to us.

Refunds

Once we've received and checked your return, we'll process your refund to your original payment method within 14 days. Please note it can take a few additional days for the refund to appear, depending on your bank or card provider.

Faulty or incorrect items

If your item arrives damaged, faulty, or isn't what you ordered, please contact us at petcosupport@citucreative.com with a photo where possible — we'll sort out a replacement or full refund, including any return shipping costs, at no cost to you.

Non-returnable items

For hygiene reasons, items such as grooming brushes and slicker brushes can only be returned if the packaging is unopened and the item is unused. Once opened, these items are not eligible for return unless faulty.