Returns & Right of Withdrawal
Last updated: October 9, 2026
14-day right to cancel
You have the right to cancel your purchase within 14 days without giving a reason. The cancellation period expires 14 days after the day on which you, or someone other than the carrier and designated by you, takes physical possession of the item. If your order is delivered in several parcels, the period starts when you receive the final parcel.
To exercise your right to cancel, you must notify us of your decision by making a clear statement, for example by emailing webmaster@yourpetfriend.se. Include your order number, name and the items you wish to return. You may use the Swedish Consumer Agency's standard cancellation form, but this is not required. It is sufficient to send your notice before the cancellation period expires.
How to return an item
- Email us before sending anything back. As our items are shipped from various partner warehouses, we will provide the correct return address—never send a return to the sender's address on the parcel unless we have confirmed it.
- Return the item without undue delay and no later than 14 days after notifying us that you wish to cancel the purchase.
- Pack the item securely, preferably in its original packaging, and keep the carrier's receipt/tracking number.
Return costs
If you exercise your right to cancel, you are responsible for the direct cost of returning the item. If the return address is outside your country, return shipping may cost more than usual; we will let you know before you send the item. If you are making a complaint about a faulty or damaged item, we cover the return cost.
Condition of the item
You may inspect the item in the same way you would in a physical store. If you have used or handled it more than necessary to establish its nature, characteristics and functioning, we may deduct an amount from your refund to reflect any diminished value.
Exceptions to the right to cancel
- Sealed goods which are not suitable for return for health or hygiene reasons, where the seal has been broken (e.g. opened ear-cleaning products, odour eliminators or cleaning wipes).
- Goods made to your specifications or clearly personalised.
- Pet food, treats and other goods with a short shelf life once the packaging has been opened.
Refunds
When you cancel your purchase, we will refund all payments received from you, including the original delivery cost (but not any additional costs resulting from your choice of a delivery method more expensive than the least expensive standard delivery option we offer). The refund will be made without undue delay and no later than 14 days from the day we receive your notice of cancellation. We may withhold the refund until we have received the item back or you have provided evidence that you have sent it back, whichever happens first.
We will use the same payment method you used for the purchase unless you have expressly agreed otherwise with us. You will not incur any fees for the refund. Unfortunately, we cannot refund any customs or import charges you have paid to authorities or the carrier in the destination country; in some cases, you may be able to claim these back from the customs authority.
Faulty, damaged or missing items
If you have received the wrong or a damaged item, or something is missing from your delivery, contact us within a reasonable time (preferably within 14 days) with your order number and a photo of the item and packaging. We will resolve the issue with a replacement shipment, replacement item or refund at no cost to you. Your statutory right to make a complaint (three years in Sweden, at least two years in the EU) is not affected by this policy.
Customers outside the EU/EEA
We offer customers in the United Kingdom, Norway, the USA and other countries we deliver to the same 14-day right to cancel and return terms, in addition to any rights under local law.
Contact
Pet Friends · Sweden · webmaster@yourpetfriend.se
