KozeePet Returns

We hope you are delighted with your new KozeePet products. However, if you are not completely satisfied with your order, you may return it for a full refund within 30 days of purchase. Returned items must be unused, unwashed, and in their original condition with all packaging intact.

Purchases from Retailers

If you have purchased a KozeePet item from one of our retailers rather than directly from vetfleece.com, please contact them directly regarding their returns policy.

Delivery Problems

We want your order to arrive in perfect condition. If there is any problem with your delivery, you must notify us within 10 working days of the delivery date so we can put it right. This includes:

  • items that have been damaged in transit;
  • items that are missing or short from your order;
  • a parcel shown as delivered (or lost in transit) that you have not received;
  • receiving the wrong item.

Please keep all original packaging until the matter is resolved, as we may need to request photographs. If a delivery problem is reported after 10 working days we may be unable to accept the claim.

Faulty Goods

If an item arrives faulty or develops a fault, please contact us with details and, where possible, photographs. In line with your rights under the Consumer Rights Act 2015, we will offer a repair, replacement or refund for goods that are faulty, not as described, or not fit for purpose. We cover return postage on confirmed faulty items.

Important Information

We recommend trying your new VetFleece product indoors, with the packaging intact, before using it. A correct fit is essential for the best performance of our products.

To qualify for a full refund or store credit, returned items must be clean and unused.

Refunds will be issued to the original payment method used at checkout. Delivery charges will only be refunded in cases where an item is faulty or where we have sent the incorrect product. If this applies to your order, please contact our customer service team to arrange the return.

Your Right to Cancel

If you are a consumer, you have the legal right under the Consumer Contracts Regulations 2013 to cancel your order within 14 days of receiving your goods, without giving a reason. We are pleased to extend this to a 30-day returns window (see above) as a goodwill gesture. To cancel, please contact our customer service team; returned goods must be unused and in their original condition.

Items We Cannot Accept

For hygiene reasons we cannot accept the return of items that have been used, washed or soiled, unless they are faulty — this includes pet bedding and fleece products once used by an animal. Please try your product indoors, with packaging intact, before use.

How to Return an Item

  1. Contact our customer service team before returning any goods, providing your reason for the return. You can also email us at [email protected].
  2. We will respond with your return options and confirm the return address (see below).
  3. Customers are responsible for return postage costs unless the item is faulty or an incorrect product has been sent.
  4. Once we have received and inspected your return, we will process the refund to your original payment method.

Return Address

Once your return has been approved, please send the item to:

VetFleece (Returns)
Komfort House, Boundary Road
Bessingby Industrial Estate
Bridlington
YO16 4SD

Please do not send any items back before contacting us, as unauthorised returns may not be processed. We recommend using a tracked service and obtaining proof of postage, as returns remain your responsibility until they reach us.

Exchanges

We are unable to offer exchanges, including size or colour swaps. If you wish to exchange an item, please follow the returns process and place a new order separately.

Refund Processing Time

Once we receive your return, we aim to process your refund within 3–5 working days. Please note that it may take up to an additional 5 working days for the funds to appear in your account, depending on your bank’s policies.

You will receive an email notification once your return has been processed. Please note: Delivery costs from the original order are non-refundable.

For any further questions, please get in touch with our customer service team or email [email protected].