Policies & legal
Returns, Refunds & Cancellation Policy
Cancellations, returns, non-returnable items and how approved refunds are handled.
Last updated: 29 September 2026
1. Order Cancellation
A customer may normally request cancellation before the product is dispatched. Once dispatch has occurred, cancellation or return will depend on the product, condition, circumstances and applicable law.
If BunoPets cancels an order after receiving payment because fulfilment is not reasonably possible, the amount paid for the cancelled item or order will be refunded through an appropriate method.
2. Incorrect, Damaged, Defective, Expired or Misdescribed Products
If a product arrives damaged, defective, expired, incorrect or materially different from the description shown at the time of purchase, contact BunoPets as soon as reasonably possible.
Where the issue is verified, BunoPets may provide an appropriate remedy such as replacement, exchange, refund or another remedy permitted by law. Mandatory consumer rights are not reduced by this Policy.
3. Change-of-Mind Returns
Because pet food, treats, supplements, hygiene products and other pet-care items can be sensitive to storage, contamination, opening and tampering, change-of-mind returns may be limited.
Where BunoPets accepts a discretionary change-of-mind return, the item must normally be unused, unopened, in original saleable condition and returned within the period communicated for that product. Any applicable return logistics cost or deduction must be disclosed before the return is accepted.
4. Non-Returnable Items
Unless required by law or the item is defective, damaged, expired, incorrect or misdescribed, returns may be refused for:
- Opened food, treats or consumables
- Used hygiene or grooming items
- Products with broken seals or damaged original packaging
- Perishable or temperature-sensitive products where safe resale cannot be assured
- Personalised or specially procured items
- Items that cannot be safely resold for hygiene or animal-health reasons
5. Return Evidence
BunoPets may ask for photographs, video, package labels, batch information, invoice details or other reasonable evidence needed to review a return or damage claim.
6. Refund Method and Timing
Approved refunds will normally be returned through the original payment method where practical, or another agreed method. Processing time may depend on the bank, wallet or payment provider.
For Cash on Delivery orders, BunoPets may request appropriate payment details to process an approved refund.
7. Health-Service Cancellation
Health-service cancellation and rescheduling are governed by the Health Services Terms. A visit or travel charge may apply where the assigned professional has already started travelling or the customer is unavailable at the confirmed appointment time.