Refund policy

Delivery and Returns

We aim to provide the best service to customers. This section provides information on delivery and returns.

These terms and conditions apply to the use of this Website and by accessing this Website and/or placing an order you agree to be bound by the terms and conditions set out below. If you do not agree to be bound by these terms and conditions, you may not use or access this Website.

DISPATCHING

  • We are dedicated to dispatch your orders within one working day. We aim dispatch the same day for all orders placed before 12pm every working day, which should arrive the next working day. 

  • Due to factors beyond our control, dispatching may be delayed. We are not liable to any losses due to delayed dispatching or deliveries.

  • The Saturday delivery option is only valid for orders placed before 12pm on Fridays. Orders placed after that time point may not be dispatched on Friday or delivered on Saturday.

DELIVERIES

  • ViolaPets is partnered with DPD (UK's favorite parcel delivery company). By default, all Iv San Bernard UK & ViolaPets products will be delivered using DPD Next Working Day delivery service. 

  • Due to uncontrolled factors, delivery days may vary. If you have strict timeframe of receiving orders, we cannot guarantee the expected delivery date is 100% accurate. We cannot fulfil orders that require specific date or time of receiving the order for emergency or special needs. We are not liable to any losses caused by any delay caused by DPD delivery.

  • All ViolaPets delivery service is a fully tracked service with proof of delivery and interactive sms/email notifications and actual one hour delivery window. It provides you with “Dashboard” which gives you live status of all your parcels from the previous day and GPS tracking with My Parcel Live where you or your customers can see map of where the parcel is in real time.

  • If you require special delivery arrangements of delivery companies, you need to contact us in advance.

  • Our free delivery is based on the quotations we have from our partner DPD. If you require special delivery arrangements other than DPD, you may need to bear additional delivery costs above our original quotation. We will inform you the additional costs before dispatching, and we will only dispatch your order when additional delivery fees (if applicable) are cleared.

Free delivery terms

  • "Free Delivery" stated on the website is valid for most area of mainland UK excluding Channel Islands, Northern Ireland, Scottish Islands, Scottish Highlands, and Isle of Man.

  • We offer free delivery for orders from most of the Europe above £100, which is subject to potential customs charges for recipients. It is the recipients' full responsibilities to handle import charges to ensure smooth delivery. 

  • For specific delivery costs, please contact customer service of ViolaPets at: customerservice@holapets.co.uk

DPD DELIVERY OPTIONS

  • We understand receiving parcels are not as easy as it seems. Fortunately, DPD offers a wide range of option to receive parcels. If you are not at home, you can choose the above options to allow successful delivery. 

  • Please go to DPD website or use DPD app to provide instruction before your delivery date if you know you would not be able to receive the parcel(s). However, even if you missed your first delivery, you can still do so to provide instructions for next delivery attempt. 

  • Please notice that if you missed your first delivery, you have ONLY 48hours to submit new instructions for next DPD delivery. If you did not act within 48 hours from your first delivery, your parcel(s) will be returned to us. Resending your parcel(s) will lead to £15 of cost per parcel (£8 returning fee + £7 resending fee).It does not apply to large and oversized parcels. The costs will be the correct delivery charges.

  • Please notice that it is entirely your responsibilities to act and provide instructions to DPD for successful delivery. Hence, it is important you input the full and accurate address when placing orders along with a correct email address and phone number to receive notifications from DPD. Delivery frictions caused by missing any of essential information for smooth delivery will entirely be the responsibilities of the recipient(s) (including related additional costs). 

  • We will not share your personal information or use your personal information for anything else from delivery or order communication. Detailed information please check our privacy policy.

ORDERS

ORDERS

  • We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Website. Find out more about our Refund policy which is incorporated into these Conditions.

CONTRACT CREATION AND ELECTRONIC CONTRACTING

The technical steps required to create the contract between you and us are as follows:

  • You place the order for your products on the Website by pressing the confirm order button at the end of the checkout process. You will be guided through the process of placing an order by a series of simple instructions on the Website

  • We may send you an order acknowledgement email as soon as you place your order, and you will receive an order confirmation email detailing the Products you have ordered. These emails do not constitute acceptance of your order

  • For items being delivered to you (as opposed to Click & collect), when your product is shipped from our warehouse we will send you a despatch confirmation email

  • Order acceptance and the completion of the contract between you and us will take place on the despatch to you of the Products ordered unless we have notified you that we do not accept your order, or you have cancelled it in accordance with the instructions in Change or cancel an order

  • For most products sent directly from our warehouse, your credit/debit card will be charged when your order is placed.

  • If the product is being delivered direct to you from a supplier, for instance in the case of larger products such as electrical appliances and furniture, you may be charged at any point between confirmation of your order and despatch. The exact timing of this will vary according to supplier and the product you're ordering

Non-acceptance of an order may be a result of one of the following:

  • The product you ordered being unavailable from stock

  • Our inability to obtain authorisation for your payment

  • The identification of a pricing or product description error

    • We are trying to ensure all information are correct and accurate, but people make honest mistakes from time to time. As long as our information are not misleading by large public advertising promotions, please do forgive our honest mistakes and the consequences.

    • We do not accept intentional complaints and actions to take advantages of our honest mistakes. For example, when new products firstly uploaded, prices errors may occur, such as we price multiple products the same price as a single product. As long as we do not promote it or offer misleading information on those prices, they are not "promotion prices" as it is a clear and obvious honest mistake. Any orders placing targeting to take advantage of those mistakes will be cancelled.

  • Your not meeting the eligibility to order criteria set out in the main Terms & Conditions

  • We reserve the right to limit the number of a given item that can be bought by an individual customer should we deem it appropriate. We also reserve the right to suspend your account and any associated accounts and contact you if we notice an unusual pattern of returns activity or there is other suspicious activity associated with your account or any associated accounts. In the event that this happens you will receive an email not notify you of this

  • Should we have taken payment prior to non-acceptance of your Order then we will refund you, but please note that it can take up to 5 days for the bank to transfer the funds to you

  • The contract will be concluded in English.

Refund & Returns Policy

YOUR RIGHT TO CANCEL (EU / UK Consumers)

Under the Consumer Rights Directive (EU) and the Consumer Contracts Regulations 2013 (UK), you have the right to cancel your order within 14 days of receiving your goods, without giving any reason. 

To exercise your right to cancel, you must notify us in writing (email to customerservice@holapets.co.uk) before the cancellation period expires, including your name, order number, and delivery address.

CONDITIONS FOR RETURN

To be eligible for a refund, all of the following conditions must be met:

1. Timeframe Your return request must be submitted within 14 days of receiving your order.

2. Condition of goods Items must be returned unused and in a resaleable condition. You are entitled to open packaging to inspect the goods in the same way you would in a physical store. However, any unnecessary handling beyond reasonable inspection — including actual use of the product — will result in a deduction from your refund to reflect the diminished value.

3. Original packaging All items must be returned with their original packaging included. Packaging does not need to be unopened, but must not be damaged, destroyed, or discarded. Missing or damaged packaging will result in a value deduction of up to 20% of the product price.

4. Hygiene and pet contact Due to the nature of pet products, we are unable to accept returns of items that show evidence of contact with animals, including but not limited to: pet hair, odour, staining, or other contamination. Items in this condition will be returned to the sender at their cost and no refund will be issued. This applies regardless of whether the product was used intentionally.

We strongly recommend inspecting items before allowing your pets to come into contact with them.

5. Non-returnable items The following items cannot be returned under any circumstances:

  • Perishable goods (food, temperature-controlled products, medication)
  • Opened grooming products (shampoos, conditioners, sprays)
  • Items marked as Final Sale or Clearance
  • Personalised or custom-made items
  • Items purchased during promotional flash sales where non-refundable terms were stated at checkout

RETURN SHIPPING

Return shipping costs are the full responsibility of the buyer. This applies to all returns, including those made under the statutory 14-day right of withdrawal, unless the item is faulty or not as described.

We strongly recommend using a tracked and insured courier service. ViolaPets accepts no responsibility for returns lost or damaged in transit. If a returned item arrives damaged due to inadequate packaging by the sender, the cost of damage will be deducted from the refund.

For international customers (including EU): You are responsible for selecting an appropriate international courier. Any customs documentation required for the return shipment is your responsibility. We recommend declaring the goods as "returned merchandise" to avoid import duties on our end.

REFUND AMOUNT

Upon receipt and inspection of your return, we will process your refund as follows:

  • Product price: Refunded in full, subject to any deductions for diminished value as outlined above.
  • Original outbound shipping cost: The cost of our standard shipping will be refunded if you are exercising your statutory right of withdrawal (14-day cancellation right) and are returning the entire order. If you selected an express or upgraded delivery option, only the cost equivalent to our standard shipping rate will be refunded — the difference is non-refundable.
  • Customs, import duties, and taxes: Any customs charges, import duties, VAT, or taxes incurred during the original delivery or the return process are entirely the responsibility of the buyer. ViolaPets will not reimburse any such charges under any circumstances.
  • Return shipping cost: Non-refundable.
  • Original shipping cost (change of mind, partial return): Non-refundable.

Refunds will be issued within 14 days of us receiving the returned goods, using the same payment method as the original transaction.

DAMAGED OR FAULTY ITEMS

If your item arrives damaged or is not as described, please notify us at customerservice@holapets.co.uk within 72 hours of delivery, with photographic evidence. We will arrange a replacement or full refund at no cost to you, including return shipping where required.

Please note: damage caused by the delivery carrier must be reported to us promptly so we can file a claim with DPD. Failure to report within 72 hours may limit our ability to recover costs from the carrier, which may in turn affect our ability to offer a full remedy.

INTERNATIONAL ORDERS (INCLUDING EU)

EU customers benefit from the statutory 14-day right of withdrawal under the Consumer Rights Directive. ViolaPets complies fully with this right.

Please note:

  • Return shipping from outside the UK is at the buyer's expense.
  • Customs and import duties applicable upon the goods re-entering the UK are borne by ViolaPets; however, any charges applied to the return shipment in your country of origin are your responsibility.
  • We do not reimburse any original customs or import charges you may have paid upon receiving your order.
  • If your return is held at customs due to incomplete or incorrect documentation on your part, any resulting delays or costs are your responsibility.

HOW TO RETURN

  1. Email customerservice@holapets.co.uk with your order number, reason for return, and photographs if relevant.
  2. Await written confirmation and our return address before shipping.
  3. Pack items securely in original packaging.
  4. Ship using a tracked service and provide us with the tracking number.
  5. Retain proof of postage until your refund is confirmed.

Returns sent without prior authorisation may be refused.

  • We may update our Refund policy for further details （last updated: February, 2026).