Refund policy

Return and Refund Policy

We want customers to choose carefully and contact us before ordering if they are unsure whether a product is right for their home.

This policy applies to online orders from Petnetic. It does not affect your statutory rights.

How to request help

To request a return, refund, cancellation, or order help, contact us with your order number, the email used at checkout, and a short note about the issue. Please wait for our return instructions before sending anything back.

Change-of-mind cancellations and returns

For eligible online orders, you can tell us you want to cancel within 14 days of receiving your order. You then have another 14 days to return the item after telling us.

Items should be returned in a condition that allows us to inspect and resell them, unless the item is faulty, damaged, wrong, or not as described. You may handle the item as you would in a shop, but we may reduce a refund if the item has been used or damaged beyond what is needed to inspect it.

For change-of-mind returns, you are normally responsible for the cost of return postage. We recommend using a tracked service and keeping proof of postage.

Refund timing

For returned items, we will process any refund due within 14 days of receiving the item back, or within 14 days of receiving evidence that you have sent it back. Refunds are normally made to the original payment method where possible.

Where required, we will refund the standard delivery cost paid for the order. If you chose a more expensive delivery option, only the standard delivery cost is refundable.

Damaged, wrong, faulty, or missing items

If something arrives damaged, wrong, faulty, or missing, contact us as soon as possible with:

- your order number;
- the email used at checkout;
- photos of what arrived;
- photos of the packaging;
- a short note explaining the issue.

We will review the details and explain the next step. If the item is faulty, damaged, wrong, or not as described, we will not ask you to pay the reasonable return cost required to resolve that issue.

Used items and product performance

The Fur & Fabric Hair Remover Brush is intended for suitable dry fabric surfaces such as couches, upholstery, pet beds, fabric car seats, and sturdier clothes held taut. Results can vary by fabric texture, hair type, and how worked-in the fur is. Test a hidden spot first and stop if the fabric snags, marks, pulls, fuzzes, stretches, bunches, or changes shine.

The brush is not intended for hard floors, general floor cleaning, carpets, rugs, wet mess, mud, spills, damp surfaces, leather, faux leather, vinyl, or delicate fabrics without testing.

If you used the brush on a suitable dry fabric surface and it did not work as expected, contact us with your order number, checkout email, a photo of the item, a photo of the surface, and a short note about how you used it. We will review the details case by case.

Where appropriate, Petnetic may offer a one-time goodwill partial refund or store credit for reviewed product-performance cases. This is not automatic and does not apply to excluded use or avoidable fabric damage after unsuitable use.

Cancellations and order changes

If you need to change or cancel an order, contact us as soon as possible with your order number and checkout email. We will check the order status and let you know what options are available. Changes or cancellations may not be possible once an order has started processing or dispatch.