Refund policy

This policy applies to purchases from crestorapets.shop, operated by CRESTORA GENERAL SUPPLY LLC, trading as Crestora Pets.

30-Day Returns

You may request a return for any reason within 30 calendar days after receiving your order. This includes change-of-mind returns and items that are faulty, damaged, incorrect or not as described.

We accept returns and exchanges. There are currently no product categories excluded from our return policy. Sale items have the same return rights as full-price items.

Our 30-day return policy is additional to your statutory consumer rights.

Item Condition

You may inspect an item as you would in a shop. Please return all supplied parts and accessories and use the original packaging where reasonably possible.

Missing original packaging alone does not remove your statutory rights. Where permitted by law, a refund may be reduced to reflect loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. Any deduction will be explained and justified.

There is no restocking fee.

Requesting a Return

Email support@crestorapets.shop or call +44 7471 476967 with your order number, the item you wish to return and whether you would prefer a refund or exchange.

No reason is required for a change-of-mind cancellation. If an item is faulty or damaged, a description and photographs, where practical, can help us resolve the issue. Photographs are not an absolute condition of your statutory rights.

We respond within 48 hours and provide return instructions and the designated return address.

Please send the goods back within 14 calendar days after notifying us. If our return instructions or arrangements are delayed, we will extend this period accordingly.

Return Address and Shipping Costs

Our US registered and business address is not the designated returns destination. Please do not send products there unless specifically instructed.

We cover return shipping for both change-of-mind and faulty-item returns. We will provide a prepaid return arrangement or agree reimbursement of reasonable return postage before you post the goods. You will not be required to pay international return costs.

Keep your posting receipt or collection confirmation.

Refunds

For an eligible return, we refund the amount paid for the returned item to the original payment method.

If an entire order is cancelled, any standard outward delivery charge paid is also refunded. Our standard shipping is currently free, and we do not deduct our original free-shipping costs from your refund.

We initiate refunds within 3 working days after receiving the returned goods or evidence that they have been sent back, whichever occurs first, where applicable to your cancellation rights. We will not delay a statutory refund beyond the applicable legal deadline.

If no return is required, we initiate the refund within 3 working days after confirming the resolution.

We send confirmation when the refund is issued. The time for the credit to appear depends on your bank or payment provider and is separate from our processing time.

Exchanges

Exchanges are accepted, subject to availability. Contact us before returning the item so we can arrange the replacement.

We cover return shipping and standard replacement delivery. Any price difference must be agreed before the exchange.

If your requested replacement is unavailable, you may choose an available alternative or receive a refund.

Faulty, Damaged or Incorrect Items

We will investigate and provide an appropriate remedy, including a refund, repair or replacement where required by law. Your statutory rights may continue beyond our voluntary 30-day return period.

A delay in reporting a problem does not automatically remove those rights.

Cancellation Before Dispatch

You may cancel your order before dispatch by contacting us with your order number.

If the order has not been dispatched, we cancel it without charge and initiate a full refund within 3 working days.

If it has already been dispatched, your applicable cancellation and return rights remain available.

Statutory Cancellation Rights

For online purchases, you ordinarily have 14 calendar days after delivery to notify us that you wish to cancel without giving a reason, followed by a further 14 calendar days to return the goods.

You may notify us by email, telephone or post using a clear statement of your decision. Prior administrative approval is not required to exercise a statutory cancellation right.

Nothing in this policy limits your rights concerning faulty, misdescribed or unfit-for-purpose goods.

Optional Cancellation Form

To: CRESTORA GENERAL SUPPLY LLC
Email: support@crestorapets.shop
Address: 1830 Alexandria Dr, Lexington, KY 40504, United States

I give notice that I cancel my contract for the following goods:

Goods:
Order number:
Ordered on / received on:
Customer name:
Customer address:
Date:
Signature, only if submitted on paper:

Contact

Crestora Pets
Operated by CRESTORA GENERAL SUPPLY LLC

Registered and business address:
1830 Alexandria Dr
Lexington, KY 40504
United States

Email: support@crestorapets.shop
Telephone: +44 7471 476967

Customer service: Monday–Friday, 09:00–16:00 UK time, excluding UK public holidays.
Response time: within 48 hours.