Returns & Refunds

Last updated: 6 October 2026

At BelleVie Pets, we want our returns process to be clear and fair. Nothing in this policy limits any rights you may have under applicable consumer law.

14-Day Change-of-Mind Returns

You may request a return within 14 days of delivery if you change your mind about your purchase. Where applicable consumer law gives you additional time after notifying us of cancellation to physically send the item back, that statutory period will also apply.

For a standard change-of-mind return, the item should be unused, clean, complete, and returned with all parts, accessories, labels, manuals and original packaging wherever reasonably possible. You may inspect an item as reasonably necessary. If the item has been handled, used, washed, altered, soiled, marked or damaged beyond what is reasonably necessary to inspect it, we may make a reasonable deduction from the refund to reflect any reduction in value where permitted by law.

How to Request a Return

1. Open the Returns section from our website navigation menu.
2. Enter your order number, email address, and any other information requested.
3. Select the item and reason for return.
4. Provide the requested details and upload clear images showing the item, packaging, labels and any relevant issue.

Images are required for our normal online return-assessment process. Requests submitted through the portal without the requested images may be delayed or rejected because we may be unable to assess condition or verify the reason for return. If you are exercising a statutory right and cannot reasonably provide images, contact us directly so we can review the matter separately.

We normally review return requests within 48 hours. If approved, the return portal will provide the authorised return address and further instructions. Please do not send goods to another address unless instructed to do so.

Return Shipping

For ordinary change-of-mind returns, the customer is responsible for return shipping costs unless we expressly agree otherwise or applicable law requires us to cover them. We recommend using a tracked service and retaining proof of postage until your refund is complete.

For faulty, damaged or incorrectly supplied goods, we will cover reasonable return costs where required by law or where we have agreed to do so.

Exchanges

Exchanges follow the same return process. Submit the request through the Returns section, return the original item using the approved instructions, and once the original item has been received and inspected, we will dispatch the approved replacement subject to stock availability.

If the requested replacement is unavailable, we may offer an alternative or a refund.

Damaged on Arrival and Manufacturing Defects

If an item arrives damaged or has a manufacturing defect, contact us as soon as possible and within 30 days of delivery. Subject to reasonable verification, we can arrange either a free replacement or a full refund under this guarantee.

This guarantee is in addition to, and does not replace, any statutory rights you may have. Legal rights relating to faulty goods may continue beyond 30 days depending on your location.

This guarantee does not normally cover damage caused after delivery by misuse, incorrect sizing or fitting, improper care or washing, chewing, scratching, modification, neglect or normal wear and tear, except where applicable law provides otherwise.

Refund Processing

Once a return is received, we will inspect it and process any approved refund to the original payment method. Where applicable law requires a specific refund deadline, we will comply with that deadline.

We may withhold the refund until the goods are received or until you provide satisfactory evidence that they have been sent back, where permitted by law.

High-Value, Bulk and International Returns

For high-value, bulk or unusually large returns, we may require additional verification, photographs, tracked and insured return shipping, confirmation of parcel weight, and inspection of all returned contents before a refund is released.

For voluntary international returns, you are responsible for correctly declaring the shipment as returned goods and for return postage and any import duty, tax, brokerage, storage, customs or carrier charge generated by the return where those costs are properly your responsibility. If such charges are billed to BelleVie Pets, we may deduct the actual unrecoverable amount from the refund where legally permitted.

We do not impose arbitrary customs penalties. Any deduction will be based on genuine costs incurred. Where the return relates to faulty, incorrect or non-conforming goods and applicable law requires us to bear those costs, we will do so.

Return Fraud and Abuse

We reserve the right to investigate suspected return fraud, substituted items, missing contents, falsified claims, deliberate damage, repeated abuse of our voluntary return policy, manipulated evidence or fraudulent chargebacks. We may refuse claims falling outside mandatory statutory rights where we reasonably determine that our return conditions have not been met.

Contact Us

If you need help with an order, return, exchange, shipping question, product query, privacy request or anything else, you can contact BelleVie Pets through any of the following methods:

• Email: support@bellevie.pet
• Contact page: visit our Contact Us page at bellevie.pet/pages/contact.
• Live chat: use the live chat button shown at the bottom-left of our website when available.

Postal address:
13 Freeland Park
Lytchett Matravers
Poole
BH16 6FH
United Kingdom