Return & Refund Policy

At Cavonel, we want customers to have clear information about returns, refunds, damaged products, and other post-purchase concerns. This Return & Refund Policy applies to products purchased through our website, including Pet Furniture & Home Decor, Pet Bowls & Feeding Stations, Pet Toys & Enrichment, and Pet Ramps & Stairs.

If you are not satisfied with your purchase or experience an issue with an item you receive, please contact our customer service team. We will review your request in accordance with this policy and any rights available to you under applicable consumer law.

1. Return and Cancellation Period

If you are a consumer purchasing online and applicable law gives you a statutory right to cancel your purchase, those rights remain unaffected by this policy.

For eligible purchases covered by UK distance-selling cancellation rights, customers generally have 14 days after receiving the goods to notify us that they wish to cancel. After notifying us, the goods should generally be returned within a further 14 days, subject to applicable law.

For other eligible voluntary returns, please contact us within 14 days of receiving your order if you have changed your mind, selected the wrong product, or determined that the item is unsuitable for your needs. Where statutory cancellation rights apply, the applicable legal requirements take precedence over any voluntary return arrangements.

For change-of-mind returns, customers may be responsible for the direct cost of returning the product where permitted by applicable law and where we have informed the customer accordingly.

If an item arrives damaged, defective, incorrect, or materially different from its product description, please contact us promptly. Nothing in this policy reduces any statutory rights or remedies you may have regarding faulty, damaged, or misdescribed goods.

2. Return Conditions

For change-of-mind returns, products should be handled only to the extent reasonably necessary to establish their nature, characteristics, and functioning.

To help us process a return efficiently:

The product should be returned in an appropriate condition, subject to applicable statutory rights.
The product must not have been intentionally damaged, misused, or unnecessarily altered after delivery.
Original packaging, protective materials, accessories, components, and documentation should be included where reasonably possible.
The product should be packaged securely to reduce the risk of damage during return transportation.
Customers should contact our customer service team before sending a product back so we can provide the appropriate return instructions.
Any accessories, treats, food, or other items shown for display purposes but not included with the purchased product should not be returned unless they formed part of the actual order.

For pet furniture, feeding stations, toys, ramps, and stairs, please take particular care when repacking the product. Some items may be bulky, heavy, or susceptible to damage if they are not adequately protected during transportation.

Where permitted by applicable law, a refund may be reduced to reflect a loss in value caused by handling beyond what is reasonably necessary to inspect the product.

This section does not restrict rights relating to faulty, damaged, or misdescribed goods.

3. Return Shipping Costs

For eligible returns resulting solely from a change of mind, incorrect product selection, unsuitable size, unsuitable design, or another reason unrelated to a fault with the product, the customer is responsible for the direct cost of returning the product where permitted by applicable law and where the relevant cost information has been provided as required.

Because our products may vary considerably in size and weight, particularly pet furniture and certain ramps or stairs, return shipping costs may differ depending on the product and return method.

If a return is required because a product is damaged, defective, incorrect, or materially different from its description, we will review the circumstances. Where the issue is confirmed and applicable law requires us to bear the return cost, we will provide appropriate return instructions or another suitable resolution.

Please do not arrange an unauthorized return before receiving instructions from us, particularly for large, heavy, or awkwardly shaped products.

4. Refund Processing

Once an eligible returned product has been received, we will inspect the item and review the return where an inspection is appropriate.

Where a refund is approved, we aim to process it within 3–5 business days following completion of the applicable return review. This is our target processing timeframe and does not override any statutory refund deadline.

Approved refunds will generally be issued to the original payment method used to place the order, unless another method is agreed or required by applicable law.

Once we submit a refund, additional processing time may be required by your bank, card issuer, or payment provider before the funds appear in your account. These external processing times are outside our direct control.

Where applicable consumer law specifies a different deadline or method for issuing a refund, we will process the refund in accordance with those legal requirements.

5. Original Delivery Charges

Where a consumer validly exercises a statutory cancellation right and applicable law requires reimbursement of the original standard delivery charge, we will provide the applicable reimbursement.

If you selected a delivery method that was more expensive than our standard delivery option, any additional amount paid for the upgraded delivery service may not be refundable to the extent permitted by applicable law.

Original shipping or delivery charges may not otherwise be refundable for voluntary change-of-mind returns unless required by applicable law or expressly stated by us.

For returns involving damaged, defective, incorrect, or misdescribed products, the treatment of delivery charges will be determined in accordance with applicable law and the circumstances of the order.

6. Items Marked as Delivered but Not Received

If tracking information indicates that your order has been delivered but you cannot locate the package, please contact us as soon as reasonably possible.

Before contacting us, we recommend checking:

The delivery location shown in the tracking information
Other members of your household
Any designated safe place
Reception or building management, where applicable
Nearby areas where the carrier may have left the parcel

After receiving your inquiry, we may review the available order and tracking information and, where appropriate, contact or cooperate with the shipping provider regarding the delivery.

The appropriate resolution will depend on the circumstances, available evidence, applicable carrier information, and your legal rights.

Nothing in this section transfers responsibility to the customer where applicable law provides otherwise.

7. Refused or Undeliverable Packages

Customers are responsible for providing accurate and complete delivery information when placing an order.

If a package cannot be delivered because the customer supplied an incorrect or incomplete address, failed to follow reasonable delivery arrangements, or refused delivery without exercising an applicable cancellation or consumer right, the package may be returned to the sender.

Once a returned package has been received, we will review the circumstances of the order.

Where permitted by applicable law, reasonable shipping or return costs resulting from circumstances for which the customer is responsible may be deducted from an applicable refund, provided the deduction is lawful and appropriately communicated.

If a customer refuses delivery as part of exercising a statutory cancellation right, the applicable legal requirements will determine how the cancellation, return, and refund are handled.

Nothing in this section affects statutory rights that cannot legally be excluded.

8. Return Authorization

Please contact our customer service team before sending a product back.

This allows us to:

Identify your order
Confirm the appropriate return procedure
Provide return instructions
Determine whether special handling is required
Provide relevant instructions for damaged or defective products
Avoid unnecessary shipping or processing delays

This is particularly important for pet furniture, feeding stations, and larger ramps or stairs, as an appropriate return method may depend on the product’s dimensions, weight, materials, and condition.

Contacting us in advance also helps ensure that a return is sent to the correct return location.

Failure to contact us before returning an item may delay processing. However, nothing in this procedure is intended to remove a statutory right solely because a customer did not use a particular form of communication where applicable law provides otherwise.

9. How to Request a Return or Refund

To request a return, refund, or replacement, please contact:

Customer Service Email: [email protected]

Please provide, where applicable:

Full name
Email address associated with the order
Order number
Product name
Product number or SKU, if available
Reason for the request
Description of the issue
Photographs showing damage, defects, incorrect products, or other relevant conditions where applicable

For products damaged during delivery, photographs of the packaging may also help us review the circumstances.

Once we receive your request, we will review the information and provide appropriate instructions.

Please wait for our return instructions before shipping an item back whenever reasonably possible.

10. Damaged Products

Pet furniture, feeding accessories, toys, ramps, and stairs may sustain damage during transportation or arrive with packaging or product defects.

If your Pet Furniture & Home Decor, Pet Bowls & Feeding Stations, Pet Toys & Enrichment, Pet Ramps & Stairs, or another product arrives damaged, please contact us promptly.

Where possible, please provide photographs showing:

The complete product
The damaged area
The external packaging
Internal protective packaging
The shipping label, where available

Please retain the product and its packaging while your request is being reviewed unless we instruct you otherwise.

If the product may pose a safety risk to you or your pet, discontinue its use while the issue is being reviewed.

After reviewing the circumstances, we may provide an appropriate remedy, which may include a replacement, refund, repair where appropriate, or return arrangement, subject to applicable law and the circumstances of the claim.

11. Defective Products

If you believe a product is defective, please contact us with your order information and a description of the issue.

Where useful, photographs or other relevant information may be requested to help us understand the reported problem.

A defect claim will be reviewed according to the nature of the product, the reported issue, the information available, and applicable consumer protection requirements.

For pet products, customers should follow the stated instructions and use the product for its intended purpose. However, damage or a defect that existed when the product was supplied will be assessed in accordance with applicable law and will not automatically be treated as customer misuse.

Normal characteristics of a product’s material or finish should not automatically be treated as defects where those characteristics were accurately described or reasonably apparent from the applicable product information.

Nothing in this section limits statutory rights relating to faulty goods.

12. Incorrect or Misdescribed Products

If you receive a different product from the one you ordered, or a product is materially inconsistent with the applicable description, please contact us promptly at [email protected].

Please provide:

Your order number
The name of the product ordered
A description of the product received
Clear photographs of the item
Photographs of relevant packaging or labels where appropriate

We will compare the information provided with the applicable order details and determine an appropriate resolution.

Where the product is confirmed to be incorrect or materially misdescribed, we will provide an appropriate remedy in accordance with applicable law.

13. Exchanges and Replacements

Where appropriate, Cavonel may offer a replacement for a damaged, defective, or incorrect product.

Replacement availability depends on factors such as product availability and the circumstances of the request.

If an appropriate replacement is unavailable, another remedy may be provided, including a refund where applicable.

If you simply wish to exchange an otherwise satisfactory product for another design, size, or style, please contact us before returning the original item. Depending on our available procedures, you may need to return the original product and place a separate order.

This does not affect statutory remedies that may apply to faulty or non-conforming goods.

14. Bulky Products and Products Requiring Special Handling

Some pet furniture, feeding stations, ramps, and stairs may require additional care during return transportation because of their dimensions, weight, construction, or packaging.

Customers should not return a large, heavy, or awkwardly shaped item without first obtaining the appropriate return instructions.

When preparing an authorized return:

Use appropriate protective packaging.
Secure the product to prevent unnecessary movement.
Retain protective inserts where available.
Include supplied components and accessories where appropriate.
Avoid placing unnecessary pressure on fragile or load-bearing parts.
Follow any product-specific return instructions we provide.

Where a product is being returned because of a confirmed fault, damage, or fulfilment error for which we are responsible, applicable return arrangements will be handled in accordance with this policy and applicable consumer law.

15. Products That Cannot Be Returned in Their Original Condition

For change-of-mind returns, customers are responsible for taking reasonable care of products while they are in their possession.

Where legally permitted, we may reduce a refund to reflect diminished value caused by handling beyond what would reasonably be necessary to inspect the nature, characteristics, and functioning of the product.

Examples may include:

Intentional damage after delivery
Unauthorized alterations or modifications
Damage caused by improper handling after delivery
Excessive use beyond reasonable inspection
Missing components or accessories supplied with the product

For products intended for pets, customers should follow the applicable product instructions and take reasonable care to prevent unnecessary damage during inspection and handling.

These restrictions do not remove remedies available for products that were already faulty, damaged, incorrect, or otherwise non-conforming when supplied.

16. Non-Returnable Items and Legal Exceptions

Certain products may be excluded from statutory cancellation rights where an applicable legal exception applies.

For example, this may include goods made to a customer’s specifications or clearly personalized, if Cavonel offers such products and the relevant legal exception applies.

Any applicable exclusion should be identified to the customer where required.

A product is not automatically non-returnable simply because it has been opened or removed from its packaging. The appropriate return and refund treatment depends on the nature of the product, the reason for return, its condition, and applicable law.

For products used by pets, any hygiene, safety, or condition-related concern will be assessed in accordance with the applicable product circumstances and legal requirements. Such concerns will not automatically remove statutory cancellation rights or remedies for faulty or misdescribed goods.

Nothing in this section excludes statutory remedies for faulty or misdescribed products.

17. Fair Use and Fraud Prevention

We aim to maintain a fair return process for customers while protecting our business from fraudulent or abusive activity.

We may investigate return or refund requests where there is reasonable evidence of:

Fraudulent activity
Intentional product damage
Unauthorized alteration
False information
Substitution of products
Abuse of the return process

Any action taken under this section will be subject to applicable law and a reasonable assessment of the circumstances.

This section does not affect legitimate statutory consumer rights.

18. Your Statutory Rights

This Return & Refund Policy is intended to explain Cavonel’s return procedures and does not replace or restrict rights available to consumers under applicable law.

Where applicable UK consumer protection law provides you with rights relating to cancellation, faulty goods, products that are not as described, refunds, repairs, or replacements, those rights remain unaffected.

For eligible online purchases, statutory cancellation rights generally allow consumers to notify the seller of cancellation within 14 days of receiving the goods, subject to applicable exceptions and legal requirements. Additional rules may govern the return of goods and reimbursement of payments.

Consumers may also have separate rights where goods are faulty, not of satisfactory quality, or not as described. These rights are distinct from voluntary change-of-mind return arrangements.

If any provision of this policy conflicts with a mandatory consumer right applicable to your purchase, the applicable statutory requirement will take precedence.

19. Return Address

Please do not automatically send returns to our company address without first contacting us.

The appropriate return location and method may depend on the product, order, and reason for return.

Please contact [email protected] before sending a return. We will provide the applicable return instructions and return address where required.

This is particularly important for larger pet furniture and products that may require special packaging or handling, because sending an item to an incorrect location may cause unnecessary delays.

20. Contact Us

If you have questions about a return, refund, replacement, damaged product, defective product, or another order-related concern, please contact us:

Company Name: Cavoneli Ltd

Company Address: 7 Copperfield Road, Coventry, West Midlands, England, United Kingdom, CV2 4AQ