Refunds & Returns Policy

1. What this policy covers

This Refunds & Returns Policy explains your cancellation, return and refund rights when purchasing products or services from Aegis Pet Hub Ltd.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable consumer protection legislation.

Please note that our online shop for physical products, including Guardian Tags, will launch in a later phase. The sections relating to goods will apply from the date the shop becomes available.

2. Digital registry services

Where you purchase a digital registry service, such as a pet registration or ownership transfer, you have a statutory 14 day cancellation period.

However, by requesting that we begin providing the service immediately, you expressly ask us to start performing the service during that cancellation period. Once the service has been completed, your statutory right to cancel ends.

If you cancel after we have begun providing the service but before it has been completed, we may deduct an amount reflecting the work already carried out.

3. Goods and your 14 day cancellation rights

When purchasing physical goods online, including Guardian Tags, you may cancel your order within 14 days of receiving the goods for any reason, subject to the exclusions below.

To cancel your order, simply email support@aegispethub.co.uk within the 14 day period. You must then return the goods within 14 days of notifying us.

4. Returning goods

Before returning any item, please contact support@aegispethub.co.uk so we can provide a returns reference and the correct return address.

Please:

• Return goods within 14 days of notifying us of cancellation.
• Include your order number where possible.
• Return items in suitable packaging to prevent damage during transit.

Unless the goods are faulty, not as described or supplied in error, you are responsible for the cost of returning them.

We may reduce your refund if the goods have been handled beyond what is reasonably necessary to inspect them.

5. Products that cannot be returned

The following products cannot normally be cancelled or returned unless they are faulty, not as described or your statutory rights provide otherwise:

• Guardian Tags, including engraved or printed tags.
• Digital registry services that have already been fully completed at your request.
• Unused microchips supplied to veterinary practices, authorised implanters, breeders or other business customers, unless supplied in error or faulty.

Nothing in this section limits your statutory rights where goods are faulty, damaged, not as described or unfit for purpose.

6. Business customers

Certain products, including microchips supplied to veterinary professionals, authorised implanters, breeders and other commercial organisations, are intended for business use.

Purchases made by business customers are generally not covered by the Consumer Contracts Regulations. Returns will only be accepted where required by law or where agreed by Aegis Pet Hub.

7. Refunds

Where a refund is due, we will process it within:

• 14 days of receiving returned goods, or
• 14 days of receiving satisfactory evidence that the goods have been returned, whichever is earlier.

For cancelled digital services, refunds will be processed within 14 days of cancellation, subject to any deduction for services already provided.

Refunds are always made to the original payment method through our payment provider.

If you cancelled a goods order under your statutory cancellation rights, we will also refund the cost of our standard delivery service. If you selected a premium delivery option, we will refund only the cost of our standard delivery.

8. Faulty or incorrect goods

If your goods are faulty, damaged, not as described or incorrect, please contact us as soon as possible.

Depending on the circumstances, you may be entitled to a repair, replacement or refund under the Consumer Rights Act 2015.

Where goods are faulty or supplied in error, we will arrange their return at our expense.

9. Contact us

For any questions about refunds or returns, please email support@aegispethub.co.uk.

General support hours: Monday to Friday, 10:00 to 18:00.

Please do not use our 24-Hour Pet Reunification Line for billing or refund enquiries, as it is reserved for urgent lost and found pet assistance.

If you are unhappy with how we have handled your request, please refer to our Complaints Policy.