Refund policy

Carrepets operates the Carré storefront at carrepets.com.

30-day returns

Contact us within 30 days of delivery to request a return. For change-of-mind returns, your carrier must be unused, in its original condition and in its original packaging. Sale-priced carriers are eligible under the same policy.

How to return your carrier

Email admin@carrepets.com with your order number. You may include a reason for your return, but UK statutory cancellations do not require one. Carrepets pays return shipping and will provide return instructions and a prepaid return label. Please contact us before sending your return so we can direct it to the correct US or UK location.

Refunds

We will notify you after receiving and checking your return. Approved refunds are issued to your original payment method. Your bank or payment provider may take additional time to post the refund.

Damaged, faulty or incorrect items

Contact admin@carrepets.com if your carrier arrives damaged, faulty or incorrect so we can resolve the issue. The unused-item and original-packaging conditions for change-of-mind returns do not restrict your statutory rights.

UK customers

Your statutory cancellation and consumer rights remain unaffected. For online purchases, you may notify us of cancellation within 14 days of delivery and then have a further 14 days to return the goods. Where legally required, we refund standard outbound delivery charges and issue the refund within 14 days of receiving the returned goods. You may handle and inspect your carrier as you would in a shop; the conditions for our voluntary 30-day returns do not remove those statutory rights.