RETURN AND REFUND POLICY
The Royal Pet Club®
Last updated: 06/05/2026
At The Royal Pet Club®, we want your shopping experience to be a satisfying one. Below, we explain the terms and conditions applicable to returns and cancellation.
1. Right of withdrawal
In accordance with current regulations, the customer has a period of 14 calendar days from receipt of the order to exercise their right of withdrawal, without needing to justify their decision.
To exercise this right, you must notify us in writing via email: info@theroyalpetclub.com
Stating:
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Order number
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Product(s) to be returned
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Reason for return
2. Return conditions
The consumer may handle the product only to the extent necessary to check its nature, characteristics and functioning.
For the return to be accepted:
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The product must not show signs of use beyond what is necessary for checking it.
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It must retain, as far as possible, its original packaging.
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It must include accessories and original documentation.
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In the event of depreciation due to improper use, a proportional reduction may be applied to the amount to be refunded.
3. Products excluded from the right of withdrawal
Returns will not be accepted in the following cases, in accordance with the regulations:
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Opened food products.
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Unsealed hygiene or personal care products.
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Personalised or made-to-order items.
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Products that are liable to deteriorate or expire rapidly.
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Except in the case of a defect or delivery error.
3.1. Made-to-Order Handcrafted Products
These products are excluded from the right of withdrawal, in accordance with the regulations applicable to personalised and made-to-order products.
4. Return costs
Direct return costs shall be borne by the customer.
In the event of a defective product or a delivery error, The Royal Pet Club® will cover the costs.
5. Refunds
In the event of withdrawal:
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The product price will be refunded.
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The initial standard delivery charges will be refunded.
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Additional costs arising from more expensive delivery methods chosen by the customer will not be refunded.
The refund will be processed within a maximum of 14 calendar days from receipt of the product or from the date the customer provides proof of its return.
It will be made using the same payment method used for the purchase.
6. Faulty or incorrect products
If the order arrives damaged or faulty, we recommend reporting this as soon as possible by sending photographs of the product and packaging to: info@theroyalpetclub.com
Without prejudice to the consumer’s right to the three-year statutory warranty against lack of conformity.
In such cases, we will offer:
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Replacement at no extra cost, or
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A full refund, including delivery costs.
7. Cancellations
Orders may be cancelled prior to dispatch.
Once dispatched, the right of withdrawal must be exercised.
8. Contact
For any queries regarding returns: