Cancellation & Refunds
Last updated: 7 September 2026
This policy explains when you can cancel and how money is returned. It applies alongside the Terms & Conditions.
1. Right of withdrawal (shop)
As a consumer in the EU you may cancel a shop order within 14 days of delivery without giving a reason, and return the goods unused and in their original packaging.
Announce a return at team.petspulse@gmail.com. We refund the order amount, including standard shipping, within 14 days of receiving the return.
Sealed hygiene products that have been opened, custom-made items and perishable food cannot be returned.
2. Damaged or wrong items
Report a damaged, faulty or wrong item within 7 days with a photo. We arrange a replacement or a full refund, return shipping at our cost.
3. Care bookings
Cancelling more than 24 hours before the start: free of charge, full refund.
Cancelling within 24 hours: the provider may charge up to 50% of the agreed fee.
If the provider does not show up, you are refunded in full.
4. Premium subscriptions
You may cancel a Premium subscription at any time; it stays active until the end of the paid period and is not renewed. Periods already started are not refunded, unless the service was unavailable through our fault.
5. How refunds are paid
Refunds are returned through Stripe to the original payment method, normally within 5–10 working days.
PetsPulse
Nieuwe Binnenweg 266 G, Rotterdam 3021 GR, The Netherlands