Returns & Refund Policy

At Ravebook, every order is hand-checked before it leaves us, and we want you to be genuinely happy with your purchase. This Returns & Refund Policy explains exactly how, when, and under what conditions you can return an item, and how we will refund you. It is written to comply with the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the Consumer Rights Act 2015, and the requirements of Google Merchant Center.

This policy applies to all orders placed on ravebook.shop and delivered within the United Kingdom.

1. Your right to cancel and return

You have the right to cancel your order and return the goods, for any reason, within 14 calendar days from the day you (or someone you nominate) physically receive the goods. This is known as the "cooling-off period". You do not need to provide a reason.

To exercise this right, simply contact us within the 14-day window using any of the methods in section 4 below.

1.1 Items you can return

• Unused, unopened items in their original, undamaged packaging
• Items with all tags, labels, and hygiene seals intact
• Items that are complete, including any accessories or free gifts

1.2 Items we cannot accept back (unless faulty)

• Opened or partially used food, treats, or supplements — for animal hygiene and safety reasons
• Used grooming items such as brushes, combs, and clippers
• Personalised or made-to-order products
• Items returned in a condition that prevents resale (heavily soiled, chewed, washed, scented, or damaged through misuse)

None of these exclusions affect your statutory rights when an item is faulty, not as described, or unfit for purpose.

2. Faulty, damaged, or incorrect items

If your item arrives damaged, develops a fault, or is not what you ordered, please contact us within 14 days of delivery at support@ravebook.shop with:

• Your order number
• A clear description of the problem
• Photographs of the item and, if relevant, the outer packaging

We will arrange one of the following at no cost to you:

• A free replacement of the same item
• A free exchange for a different item of equivalent value
• A full refund, including the original delivery cost and the cost of returning the faulty item

Under the Consumer Rights Act 2015 you have additional rights for up to 30 days (short-term right to reject), six months (presumption that the fault was present at delivery), and up to six years for major faults.

3. Condition of returned goods

You are only liable for any reduction in the value of the goods caused by handling that goes beyond what is necessary to establish their nature, characteristics, and function — for example, the type of inspection you could reasonably do in a physical shop. We may deduct an amount from your refund if returned goods show evidence of avoidable use, damage, or missing components.

4. How to start a return

1. Email support@ravebook.shop within 14 days of delivery, quoting your order number and listing the item(s) you wish to return.
2. We will reply within one business day with a return reference and the return address. Please do not send items back before receiving this confirmation — unannounced returns can be delayed or lost.
3. Pack the item securely in its original packaging where possible, include the return reference, and ship the parcel back to us within 14 days of receiving our confirmation.
4. We strongly recommend using a tracked service and keeping your postage receipt — until the parcel reaches us it is your responsibility.

5. Return shipping costs

• Faulty, damaged, or incorrect items: we cover the cost of return.
• Change of mind / cooling-off returns: you cover the cost of return shipping.

6. Refunds

Once your return arrives and passes inspection, we will issue your refund within 14 days. We always aim to be faster, but the law allows this maximum.

Because Ravebook does not collect or store any card or banking information (we only accept Cash on Delivery), refunds are processed by UK bank transfer to an account in your name. Please include the following with your return:

• Account holder name
• Sort code
• Account number

If a refund includes the original delivery charge (e.g. faulty items or full-order cancellation), this will be added to the same bank transfer.

7. Exchanges

We are happy to exchange any returnable item for a different size, colour, or product of equal or greater value. Any price difference can be settled by an additional cash-on-delivery payment on the replacement parcel, or refunded by bank transfer where applicable.

8. Refused or undeliverable parcels

If a parcel is refused at the door without being opened, it will be returned to us by Royal Mail. Once received, we will issue a refund for the product value (excluding any return-courier cost charged to us). Repeated refusals may result in a re-shipping or restocking fee on future orders, as set out in our Payment Policy.

9. Your statutory rights

This policy is provided in addition to, and does not affect, your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. For impartial advice you can contact Citizens Advice.

10. Contact

For any return or refund question, contact our customer care team at support@ravebook.shop or +44 1332 265500, Mon–Fri 9am–6pm.

11. Model cancellation form

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you are entitled to cancel your order in writing using the model form below. Completing this form is optional — any clear written statement of your decision to cancel is equally valid.

12. Complaints and alternative dispute resolution

If we are unable to resolve a return or refund issue to your satisfaction, you may refer the matter to a certified UK alternative dispute resolution (ADR) provider, or contact Citizens Advice on 0808 223 1133. EU residents may also use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr. We are not currently a member of a specific ADR scheme, but we will engage in good faith with any reputable, mutually agreed provider.