Your statutory right to cancel — 14 days
When you purchase eligible goods online from Coco’s Pets Pantry, you generally have the legal right to cancel your order within 14 days of receiving the goods, without giving a reason.
Where an order contains multiple products that are delivered separately, the cancellation period generally begins after you receive the last item.
This statutory cancellation right applies subject to the exceptions provided by UK law.
Your statutory cancellation rights are separate from your rights where goods are faulty, damaged, not as described or otherwise do not meet the requirements of consumer law.
How to exercise your right to cancel
To cancel an eligible online purchase, you can contact us by email or another clear written statement informing us that you wish to cancel.
Please provide:
- Your name
- Order number
- The products you wish to return
- Your contact details
You can contact us at:
You do not have to use a specific form to exercise your cancellation right, provided your communication clearly states that you wish to cancel the contract. UK guidance confirms that consumers can communicate cancellation without having to use a particular form.
Returning the goods
After notifying us that you wish to cancel, eligible goods should normally be returned within 14 days.
Please use a suitable delivery service and keep your proof of postage until your return has been completed.
Unless the goods are faulty, damaged, incorrect, or otherwise our responsibility, the direct cost of returning goods is normally the customer’s responsibility where the customer has been informed of this before purchase.
Condition of returned goods
You may handle goods as reasonably necessary to establish their nature, characteristics and functioning.
If goods have been handled beyond what is reasonably necessary and their value has consequently been reduced, applicable UK rules may allow us to make a proportionate deduction from the refund.
Where possible, products should be returned:
- In their original condition
- With their original packaging
- With labels, accessories and included components
- Unused or unopened where applicable
This does not affect your statutory rights concerning faulty, damaged, incorrectly supplied or misdescribed products.
Pet food and other products that may not be returnable
Because Coco’s Pets Pantry sells pet food, treats, chews and other pet-related products, some products may be excluded from the statutory cancellation right.
In particular, the cancellation right may not apply to goods that are liable to deteriorate or expire rapidly. UK consumer-contract rules recognise this as an exception to the normal cancellation right.
The cancellation right may also be affected where:
- A sealed product is opened and cannot reasonably be returned for health or hygiene reasons;
- Goods become inseparably mixed with other goods after delivery;
- Goods are made to the customer’s specifications or clearly personalised;
- Another statutory exception applies.
For pet food, treats and similar products, please contact us before returning an opened product if you are unsure whether it is eligible for return.
We will not use an exclusion to remove a statutory right where the law requires that right to apply.
Faulty, damaged or incorrect products
If you receive a product that is:
- Faulty;
- Damaged;
- Not as described;
- Incorrectly supplied; or
- Not fit for its intended purpose,
please contact us as soon as reasonably possible.
Email: support@cocospetspantry.co.uk
Please provide your order number and, where appropriate, photographs showing the product and packaging.
Under the Consumer Rights Act 2015, consumers have statutory rights when goods do not meet applicable requirements. In certain circumstances, consumers can reject faulty goods for a full refund, while other situations may involve repair, replacement or a price reduction.
We will assess the issue and provide the remedy required by applicable UK consumer law.
Damaged products during delivery
If your order arrives visibly damaged, please contact us promptly and provide photographs of:
- The outer packaging;
- The shipping label;
- The damaged product; and
- Any other relevant damage.
This information helps us investigate the issue with the delivery provider.
Please do not dispose of damaged packaging or products until we have advised you whether they need to be retained for investigation.
Refunds for cancelled orders
Where you validly exercise your statutory cancellation right, we will refund the payments received from you in accordance with applicable law.
For a standard cancellation, this generally includes the standard delivery charge you paid. If you selected a more expensive delivery option than our least expensive standard delivery option, we are not generally required to refund the additional amount attributable to the upgraded delivery service.
We may withhold the refund until we receive the returned goods or you provide evidence that you have sent them back, whichever occurs first, where permitted by law.
Refunds will normally be made using the same payment method used for the original purchase unless another method has been agreed or applicable law requires otherwise.
Your bank or payment provider may take additional time to make the refunded amount available in your account.
Refunds for faulty or incorrect products
If a product is faulty, damaged, incorrectly supplied or otherwise fails to meet applicable legal requirements, we will provide the remedy required by UK consumer law.
Depending on the circumstances, this may include:
- Repair;
- Replacement;
- Price reduction; or
- Refund.
Where we are responsible for the problem, we will not require you to bear costs that we are legally required to cover.
UK consumer law provides specific remedies for faulty goods, including a short-term right to reject in qualifying circumstances and rights to repair or replacement.
No direct exchanges
Unless we specifically offer an exchange option for a particular product, we do not guarantee direct exchanges.
If you want a different product, size, flavour or variation, you may need to return the original eligible item and place a new order.
This does not affect your statutory rights where the original product is faulty, incorrect or otherwise does not conform to the contract.
Proof of purchase
We may request reasonable evidence that the purchase was made through Coco’s Pets Pantry.
Your order confirmation, order number, receipt, payment record or other reasonable proof of purchase may be used for this purpose.
Return address
Returns should not be sent without following the return instructions provided by our customer service team where those instructions are required.
Our business address is:
Coco’s Pets Pantry
5 York Arcade
Grangemouth
FK3 8BA
United Kingdom
For return instructions, please contact:
This helps us ensure that your return is directed to the appropriate location and can be processed correctly.
Contact us
If you have questions about cancellations, returns or refunds, please contact:
Coco’s Pets Pantry
5 York Arcade
Grangemouth
FK3 8BA
United Kingdom
Email: support@cocospetspantry.co.uk
Telephone: +44 1324 489841
Please include your order number whenever possible.