Refund policy

Returns & Refund Policy

Last updated: 29 July 2026

We want you to love what you buy from Petora. If something isn't right, we'll make it right. This policy sits alongside your legal rights as a consumer and does not replace or reduce them.

1. Your 14-day right to cancel

If you are a consumer you have the right to cancel your order within 14 days without giving any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

The cancellation period ends 14 days after the day you (or someone you nominate) receive the goods. If your order arrives in separate parcels, it ends 14 days after you receive the last item.
To cancel, just tell us clearly before that period ends — email support@petora.care with your order number. You can use the cancellation form at the bottom of this page, but you don't have to.
After cancelling, send the goods back to us within 14 days.
We will refund you within 14 days of receiving the goods back, or of you showing us proof of return — whichever is earlier.

Please contact us before returning anything. Our stock is held here in the UK, so returns stay within the UK. Email us with your order number and we'll send you the correct return address and simple instructions.

2. Our voluntary 30-day returns window

On top of your statutory 14 days, we give you 30 days from delivery to request a return if you simply change your mind. To use this longer window, items should be unused, in the condition you received them, and in their original packaging where possible, with proof of purchase.

3. The limited exceptions

The 14-day right to cancel does not apply to:

Sealed goods that are not suitable for return for health protection or hygiene reasons, once they have been unsealed after delivery;
goods made to your specification, or clearly personalised;
gift cards.

Sale and clearance items are covered by your statutory cancellation right and by the faulty-goods rights below — being on offer changes nothing.

4. Who pays return postage

Changed your mind: you cover the cost of returning the goods.
Faulty, damaged, wrong or misdescribed item: we cover all return costs. You will never be out of pocket for our mistake.

5. If your item is faulty, damaged or not as described

Under the Consumer Rights Act 2015 goods must be as described, fit for purpose and of satisfactory quality. If they are not:

within 30 days of delivery you can reject the item and get a full refund;
within six months, if we cannot repair or replace it, you are entitled to a full refund in most cases;
after six months, if it cannot be repaired or replaced, you may be entitled to some money back.

If your item arrives damaged or defective, email support@petora.care with your order number and a photo. We'll arrange a replacement or a full refund — your choice — and cover the postage.

6. How to start a return

Email support@petora.care with your order number and the reason. We reply with instructions within one working day.

7. Refunds

Refunds go back to your original payment method. Once we have received and checked your return we process it within 5 business days and always within the 14-day statutory deadline. Your bank may then take a further 5–10 days to show the money in your account.

Because delivery is included in our product prices, there is no separate delivery charge to refund — you get the full price you paid back.

8. Business customers

If you buy as a business rather than as a consumer, the statutory consumer rights above do not apply. We accept returns of unused goods in original packaging within 14 days of delivery, at your cost, subject to prior agreement by email.

9. Complaints

If you are unhappy with how we have handled a return, email support@petora.care. We aim to acknowledge within two working days and resolve within 14 days.

Model cancellation form

You do not have to use this form, but you may if you wish. Complete it and email it to support@petora.care.

To: ISORA Lumen Ltd (trading as Petora), 128 City Road, London, United Kingdom, EC1V 2NX — support@petora.care

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

Ordered on / received on: ____________________

Order number: ____________________

Name of consumer: ____________________

Address of consumer: ____________________

Signature of consumer (only if this form is sent on paper): ____________________

Date: ____________________

Petora is a trading name of ISORA Lumen Ltd, registered in England & Wales, company number 17190265. Registered office: 128 City Road, London, United Kingdom, EC1V 2NX.