Refund policy
🐾 We stand behind every product. If something's wrong, we'll make it right — no hassle, no excuses.
We want you and your pet to be completely happy with your purchase. If for any reason you're not satisfied, this policy explains your rights and how to proceed.
Under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015, you have the right to cancel your order and return items within 14 days of receiving your goods, for any reason — no explanation required.
- You must notify us of your intention to return within 14 days of delivery.
- You then have a further 14 days to send the item back.
- Items must be unused, in original condition and packaging.
- Return shipping costs are the customer's responsibility unless the item is faulty or incorrectly sent.
- Refunds will be processed within 14 days of receiving the returned item, to your original payment method.
While US federal law does not require us to accept returns for change of mind, we choose to offer a 30-day return window because we believe in our products and your satisfaction.
- Returns accepted within 30 days of delivery.
- Items must be in original, unused condition.
- Return shipping is the customer's responsibility unless the item is defective.
- Refunds processed within 7 business days of receiving the return.
Under FTC rules, if we cannot fulfil your order within the stated shipping window, you will be notified and offered a full refund immediately.
If your item arrives damaged, defective, or is not what you ordered, you are entitled to a full refund or free replacement — regardless of your location. Please contact us within 48 hours of delivery with:
- Your order number
- A clear photo of the issue
- A brief description
We will resolve the issue within 2 business days.
- Items that have been used or washed
- Items returned without original packaging
- Items returned after the applicable return window
Email us at support@keyshapets.com with your order number and reason for return. We'll reply within 1 business day with instructions. Do not send items back without contacting us first.
Keysha Pets operates the website keyshapets.com ("the Store"). We are committed to protecting your personal data and your privacy rights under applicable law, including the UK General Data Protection Regulation (UK GDPR) and the California Consumer Privacy Act (CCPA).
When you place an order or browse our store, we may collect:
- Contact information: name, email address, phone number
- Delivery information: shipping address
- Payment information: processed securely by Shopify Payments / Stripe — we never store card details
- Browsing data: pages visited, products viewed, device and browser type
- Order history: products purchased, amounts, dates
- To process and fulfil your orders
- To communicate about your order status
- To send marketing emails (only with your consent — you can unsubscribe at any time)
- To improve our website and customer experience
- To comply with legal obligations
We share your data only where necessary:
- Our suppliers / fulfilment partners: to ship your order (name and delivery address only)
- Shopify Inc.: our e-commerce platform (processes data under their own GDPR-compliant terms)
- Payment processors: Stripe, PayPal (they handle payment data under their own security standards)
- Advertising platforms: Meta (Facebook/Instagram) and Google — only anonymised/aggregated data for ad performance
We do not sell your personal information to third parties.
You have the right to:
- Access the personal data we hold about you
- Correct inaccurate data
- Delete your data ("right to be forgotten")
- Restrict or object to processing
- Data portability — receive your data in a structured format
- Withdraw consent at any time (e.g. unsubscribe from emails)
To exercise any of these rights, email us at privacy@keyshapets.com. We will respond within 30 days.
You also have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk.
California residents have the right to:
- Know what personal information we collect and how it is used
- Request deletion of your personal information
- Opt-out of the sale of personal information (we do not sell your data)
- Non-discrimination for exercising your privacy rights
To make a request, email privacy@keyshapets.com. We will respond within 45 days.
We use cookies to improve your browsing experience, remember your cart, and measure website performance. You can control cookie preferences via our cookie banner when you first visit the site. Essential cookies (required for the store to function) cannot be disabled.
We retain your order data for up to 7 years for legal and accounting purposes. Marketing data is deleted within 30 days of unsubscription. You can request deletion of non-mandatory data at any time.
For any privacy-related queries: privacy@keyshapets.com
⚠️ By placing an order on keyshapets.com, you agree to these Terms & Conditions. Please read them carefully.
Keysha Pets ("we", "us", "our") operates keyshapets.com, an online retail store selling pet accessories and related products. By using our website or placing an order, you agree to these terms.
We make every effort to display accurate product descriptions, colours, and dimensions. However, we do not guarantee that your screen's display of any colour will be exactly accurate. Product images are for illustrative purposes.
All products are subject to availability. We reserve the right to discontinue any product at any time.
All prices are displayed in GBP (£) for UK customers and USD ($) for US customers, inclusive of applicable taxes where required. We reserve the right to change prices at any time without notice. The price applicable to your order is the price displayed at the time of checkout confirmation.
When you place an order, you make an offer to purchase. A contract is formed when we send you an order confirmation email. We reserve the right to cancel orders at our discretion, including if:
- The product is out of stock
- Payment is declined or fraudulent
- An error in pricing or product description has occurred
In such cases, you will be notified and receive a full refund.
We aim to dispatch orders within 2–5 business days. Delivery estimates vary by destination and are provided at checkout. These are estimates only and not guaranteed.
US customers: Under FTC rules, if we cannot ship within the stated timeframe, you will be notified and offered the option to cancel for a full refund.
UK customers: Delivery timeframes will be clearly stated before purchase. If delivery is significantly delayed, you may be entitled to cancel and receive a full refund under the Consumer Contracts Regulations 2013.
We are not responsible for delays caused by customs, postal services, or events outside our control.
Please refer to our separate Refund & Returns Policy for full details. Your statutory rights (including the UK 14-day cooling-off period) are not affected by these terms.
Our products comply with applicable UK and US safety standards. You are responsible for supervising your pet when using our products. We are not liable for any injury or damage caused by misuse, unsupervised use, or failure to follow product instructions.
Our total liability to you for any claim shall not exceed the amount you paid for the product in question.
All content on this website — including text, images, logos, and product descriptions — is the property of Keysha Pets and may not be reproduced without written permission.
UK customers: These terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
US customers: These terms are governed by applicable US federal law and the laws of the state in which the transaction takes place.
In all cases, your statutory consumer rights remain unaffected.
For any questions regarding these terms: support@keyshapets.com