Last updated: 11 October 2026
A little change of plan? Here is how to return your sachets. These arrangements apply when orders open; checkout is currently closed.
Your 14-day cancellation right
For eligible online consumer purchases, tell us within 14 calendar days after delivery that you want to cancel, without needing to give a reason. If a single order is delivered separately, the cancellation period normally runs from receipt of the last item. Once you notify us, return the goods within a further 14 days.
Email info@naughtypets.co.uk with your name, order reference and which items you wish to return. We will send return instructions and the return address. Our registered office is not automatically the returns address. You do not have to use a particular form or obtain approval to exercise your statutory cancellation right.
Condition and hygiene
Please return products unused, with intact individual sachet seals and their original packaging where possible, plus proof of purchase. Opening the outer mailing packaging alone does not remove your rights.
Where a product is genuinely unsuitable for return for health protection or hygiene reasons and was supplied sealed, the change-of-mind cancellation right does not apply once its hygiene seal is broken. For shampoo, this concerns the sealed sachet, not simply an opened delivery envelope. This exception never removes your rights for faulty, damaged, misdescribed or incorrect goods. Where cancellation rights remain applicable, we may make a lawful deduction for diminished value caused by handling beyond what is reasonably necessary to examine the goods.
Return postage
You arrange and pay the direct return cost for change-of-mind returns. Use suitable packaging and keep proof of postage. If we supplied faulty, damaged or incorrect goods, we cover reasonable return costs and will arrange an appropriate solution with you.
Faulty, damaged or incorrect products
Contact info@naughtypets.co.uk as soon as you discover a problem, with your order reference and any helpful photos. Prompt reporting helps us investigate but does not shorten your statutory rights. Under the Consumer Rights Act 2015, faulty goods normally carry a 30-day short-term right to reject, followed by applicable repair, replacement, price reduction or final rejection rights. We will not require original packaging as a condition of a valid faulty-goods claim.
Sale products and exchanges
Discounted and sale products have the same statutory rights as full-price products. We do not offer direct change-of-mind exchanges: you can cancel an eligible purchase and place a new order, subject to availability. This does not affect any right to a replacement for faulty goods.
Cancellation notice you can use
To Naughty Pets, Shuman Bah International Ltd, at info@naughtypets.co.uk or our registered address: "I give notice that I cancel my contract for the following goods: [items]. Ordered on [date] / received on [date]. Order reference: [reference]. Name: [name]. Address: [address]. Date: [date]." Include a signature only if sending a paper notice. Using this wording is optional.
Trade orders
This page covers consumer purchases; hotel and other business supply returns are agreed in the applicable trade terms.
Refunds
We refund eligible payments to the original payment method. Checkout is currently closed; no payment is taken for joining the launch list or expressing subscription interest.
Refunding a cancelled order
For a valid online cancellation, we refund without undue delay and no later than 14 calendar days after receiving the returned goods or evidence you have sent them back, whichever comes first. Where no goods were supplied, the applicable refund period runs from notification of cancellation. We may withhold a cancellation refund until goods or evidence of return are received where the law permits.
Our aim is to process approved returns within 10 working days, but the statutory deadline above takes priority. We will confirm the outcome by email. Your bank may take additional time to display the credit.
Delivery charges and deductions
When you cancel the whole eligible order, we refund the cost of our least expensive standard outbound delivery option. Any extra you paid for an upgraded service is not refundable under the statutory cancellation right. For partial returns, delivery charges are refunded where required by law. We do not charge an administration fee for a statutory refund.
We may make a lawful diminished-value deduction for handling beyond what was necessary to examine the goods, where permitted and where the required information was provided. Change-of-mind return postage is your responsibility; reasonable faulty-goods return costs are ours.
Faulty goods, wrong items and missing deliveries
Refunds for an accepted statutory rejection of faulty goods are made without undue delay and within 14 days after we agree you are entitled to one, using the same payment method unless you expressly agree otherwise. We will not impose store credit instead of a refund you are legally entitled to. Read the Return policy for your product rights and the Shipping policy for delivery issues.
Discounts and free rewards
A refund reflects the amount actually paid for the returned items, including the applicable discount allocation; it does not pay out the face value of a discount or a free gift. A personal welcome code remains single use and is not reissued after a return. Your statutory cancellation and faulty-product rights remain unchanged.
Missing refund?
Check your original payment account and contact info@naughtypets.co.uk with your order reference if a confirmed refund has not appeared. We will help you check its progress. Bank processing times do not extend our legal refund deadlines.