Refund & Returns Policy

Nothing in this policy reduces your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

Your legal right to cancel (14 days)

Because you are buying online, you have a legal right to cancel your order for any reason within 14 days of receiving it. You then have a further 14 days to send the goods back to us.

To cancel, email info@maxsixipets.com with your order number. You do not have to give a reason.

You are entitled to open your order and handle the goods as you reasonably would in a shop, to check what they are and whether they work. Doing so does not affect your right to cancel. If goods are handled beyond that and their value is reduced as a result, we may make a proportionate deduction from your refund.

We will refund you within 14 days of receiving the goods back, or of you giving us proof that you have sent them, whichever is sooner. Your refund includes the standard delivery cost you originally paid.

Our additional 30-day returns policy

On top of your legal rights, we accept change-of-mind returns within 30 days of delivery. For these voluntary returns we ask that items are unused and in a re-saleable condition with any tags or seals intact. This is in addition to, and does not replace, your 14-day legal right to cancel above.

How to arrange a return

  1. Email info@maxsixipets.com with your order number, the item concerned, and whether it is faulty.
  2. We will reply with the correct return address and instructions. Please wait for this before sending anything back.
  3. Do not return anything to the address printed on the parcel. Many of our items are dispatched directly by our supplier and that address cannot process returns.
  4. Send the item back within 14 days of telling us.

Who pays return postage

  • If the item is faulty, damaged, incorrect or not as described, we pay. We will also refund your return postage, so please keep the receipt.
  • If you are returning because you changed your mind, return postage is yours to cover. We recommend a tracked service, as the item remains your responsibility until it reaches us.

Refunds

Refunds are made to your original payment method. We will email you once your return has been received and processed. Refunds cover the item price and the standard outbound delivery cost. If you chose and paid for a more expensive delivery option, we refund the standard cost rather than the upgrade.

Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality.

  • Within 30 days of delivery you have the short-term right to reject faulty goods and receive a full refund.
  • After 30 days and within six months, we will repair or replace the item. If that is not possible or does not resolve it, you are entitled to a refund.
  • Photographs help us sort things out quickly, so please include them where you can.

You never pay return postage on a faulty, damaged or incorrect item.

Items that cannot be returned

A small number of items are exempt from the standard cancellation right:

  • Sealed goods that are not suitable for return for health or hygiene reasons, once the seal has been broken.
  • Personalised or made-to-order items.

These exemptions never apply if the item is faulty.

Where your order ships from

Many of our products are dispatched directly by our supplier. This does not change any of your rights above. Your contract is with Maxsixi Pets, not with the supplier, so always contact us first and we will handle it for you.

If something is not right

Email info@maxsixipets.com and we will do our best to put it right.