This Refund & Return Policy applies to all purchases made on www.petcureanpet.com, operated by PETCUREAN PET FOODS LTD. This policy complies with applicable Canadian commercial laws and European Consumer Protection Directives.
①. Statutory Right of Withdrawal (14-Day Cooling-off Period)
In accordance with European Union distance-selling regulations, consumers residing in European jurisdictions possess a statutory legal right to withdraw from their purchase agreement within 14 days of taking physical possession of the items, without providing a justification.
1.1 Process for Standard Returns
To exercise your right of withdrawal:
- Notify our support team in writing at dental@petcureanpet.com within 14 days of receiving your order.
- Returned items must be unused, in their original condition, and in their original packaging.
- Upon approval of the return request, goods must be dispatched to our registered corporate address: PETCUREAN PET FOODS LTD.
44550 S Sumas Rd #435, Chilliwack, BC V2R 5M3, Canada
Note: Consumers are responsible for direct return shipping costs unless the item arrived damaged, defective, or incorrect.
②. Damaged, Defective, or Faulty Items
If an item arrives damaged, defective, or incomplete upon delivery, consumers are not required to return the damaged physical item.
2.1 Resolution Procedure
- Contact customer support at dental@petcureanpet.com within a reasonable timeframe following delivery.
- Provide your order reference number alongside clear photographic evidence demonstrating the defect or damage.
- Upon review and confirmation of the documentation, PETCUREAN PET FOODS LTD. will offer either a full refund or dispatch a replacement shipment at no additional cost, without requiring the physical return of the faulty item.
③. Shipping Delays & Delivery Issues
Orders are shipped using priority international courier services, including DHL, FedEx, and UPS. The standard estimated transit time to European destinations is 5 to 12 working days.
Automated tracking emails are sent to the email address provided during checkout at key operational stages: order dispatch, arrival at regional transit hubs, and final local delivery out-for-delivery status.
3.1 Non-Delivery Claims
If an order exceeds the standard 12 working days transit timeframe:
- Contact customer support at dental@petcureanpet.com.
- We will initiate an official tracking investigation with the respective carrier.
- Upon confirmation of non-delivery or extended loss by the carrier, PETCUREAN PET FOODS LTD. will issue either a full refund or dispatch a replacement package.
④. Refund Methods & Processing Times
4.1 Payment Reversal
All approved refunds will be credited back to the original payment method utilized during purchase. Supported payment methods include:
- Credit and Debit Cards (Visa, Mastercard, American Express)
- Digital Wallets (Apple Pay, Google Pay, and recognized regional digital wallets)
4.2 Refund Processing Duration
Once a refund is approved and processed on our systems, it typically takes 5 to 10 business days to reflect on your account, depending on your card issuer or banking institution.
⑤. Support Contact Information
For inquiries regarding refunds, order cancellations, or product support, please reach out directly through our official support channels:
- Operating Entity: PETCUREAN PET FOODS LTD.
- Brand Name: petcureanpet
- Registered Address: 44550 S Sumas Rd #435, Chilliwack, BC V2R 5M3, Canada
- Official Website: www.petcureanpet.com
- Customer Support Email: dental@petcureanpet.com
- Support Telephone: +1 866 864 6112