Refund policy

koorkoor.co.uk – Refund & Returns Policy 

Last updated: 13/11/2025

At koorkoor.co.uk, your satisfaction is our priority. We aim to provide high-quality pet products and a smooth shopping experience. If you are not entirely happy with your purchase, we’re here to help. This Refund & Returns Policy applies to all orders placed through our UK website, koorkoor.co.uk.

1. Your Right to Cancel (UK Consumer Contracts Regulations)

You have the legal right to cancel your online order within 14 days of receiving your goods, without giving any reason.

To exercise your right to cancel, you must notify us in writing via:

Once you notify us, you have 14 days to return the items.

 

2. Return Eligibility

To be eligible for a return, the item must be:

  • Unused

  • In its original packaging

  • In the same condition you received it

For hygiene and safety reasons, the following items cannot be returned unless they arrive damaged or faulty:

  • Pet grooming items (brushes, combs, clippers)

  • Pet bowls or feeding accessories once opened

  • Pet bedding, blankets, or soft accessories

  • Any product that has been used, soiled, or marked

  • Custom, personalised, or made-to-order items

 

3. Faulty or Damaged Items

If your item arrives damaged, defective, or incorrect:

  • Contact us within 48 hours of delivery

  • Provide photos/videos of the issue

  • We will offer a replacement, exchange, or full refund, including return postage costs

4. Refunds

Once your return is received and inspected, we will notify you of approval or rejection.

Approved refunds will be processed to your original payment method within 5–10 business days.
(Some banks or card issuers may take additional time to process the credit.)

 

5. Return Shipping Costs

  • Customer pays return postage for unwanted items (change of mind, wrong size ordered, etc.)

  • koorkoor.co.uk covers return postage for defective, damaged, or incorrect items

We recommend using a tracked shipping service as we cannot process refunds for items lost during return transit.

 

6. Exchange Policy

We accept exchanges for eligible products within the same 14-day return window.
If the replacement item costs more or less, we will adjust the balance accordingly.

 

7. Order Cancellations Before Dispatch

You may request cancellation before your order ships.
Once dispatched, the standard returns process applies.

 

8. Contact Us

For refunds, returns, exchanges, or any order-related assistance, reach us at:

📧 support@koorkoor.co.uk
🌐 www.koorkoor.co.uk