Refund policy

Last updated: 2 September 2026

This policy explains the statutory withdrawal rights that apply to eligible online consumer purchases from IPW.PET and the separate process for faulty or non-conforming goods.

14-day right of withdrawal

For most eligible goods bought online, a consumer may notify IPW.PET that they are withdrawing from the contract within 14 days of receiving the goods. If one order arrives in separate lots, the period normally begins when the last lot is received. No reason is required.

After giving notice, the customer normally has a further 14 days to send the goods back.

You may use the optional online form on Delivery & Returns. You may instead send an unequivocal statement that you are withdrawing by email to trade@ipw.pet. The online form is a convenience and is not the only permitted method.

Return cost and address

For an ordinary statutory change-of-mind withdrawal, the customer bears the direct cost of returning the goods. We recommend using a tracked postal or courier service and retaining proof of sending.

Please send returns to:

Midlands Logistics Operations Centre
Flynn’s Renewable Energy Park
Newdown
The Downs
Mullingar
Co. Westmeath
N91 X9CR
Ireland

Condition of returned goods

Customers are responsible for taking reasonable care of returned goods. Products should only be handled to the extent reasonably necessary to establish their nature, characteristics and functioning.

For pet wearables and equipment, customers are strongly requested to try products on indoors only; keep original packaging and tags; and avoid washing, outdoor use, pet hair contamination, odour, dirt, scratches, chewing, alteration or damage.

Returned products should be sent back complete and, where reasonably possible, with their original packaging and tags. Missing packaging does not automatically remove the statutory right of withdrawal.

Where handling goes beyond what is reasonably necessary and causes diminished value, IPW.PET may make an appropriate deduction where permitted by law.

Refunds

Where statutory withdrawal applies, IPW.PET will refund the sums required by law within the applicable period. Where legally permitted, we may wait until the goods are received or until you provide evidence that they were sent back. If you selected a delivery service costing more than the least expensive standard service offered, the additional delivery cost does not have to be refunded.

Exceptions

The statutory change-of-mind right does not apply where a legal exception applies, including goods made to your specifications or clearly personalised; goods liable to deteriorate or expire rapidly; and sealed goods that are unsuitable for return for health-protection or hygiene reasons after the seal has been broken. Other statutory exceptions apply only where relevant and lawful.

Faulty, damaged, incorrect or misdescribed goods

Faulty, damaged, unsafe, incorrectly supplied or misdescribed goods are handled separately from ordinary withdrawal. Contact trade@ipw.pet with your order number and details of the issue. Photographs can help us assess damage or an incorrect item, but no artificial 24-hour or 48-hour reporting deadline applies.

Where the law requires IPW.PET to bear appropriate return costs for faulty or non-conforming goods, ordinary change-of-mind return-cost rules do not apply. Remedies depend on the circumstances and may include repair, replacement, a price reduction, or termination and refund.

This does not affect your statutory rights.

Trade orders

Trade returns are governed by the terms confirmed for the approved Shopify Company account and any written agreement with IPW.PET. Retail consumer withdrawal rights do not automatically apply to business purchases.