Refunds, Returns & Cancellations

1. What this policy covers

This policy explains cancellation, return and refund rules for purchases from Aegis Pet Hub Ltd. It sits alongside your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which this policy does not reduce.

Please note: our online shop for physical goods, including the Guardian Tag, launches in a later phase. The goods sections below describe the rules that will apply from launch.

2. Digital registry services

Where you pay for a registry service (for example a chargeable registration or transfer), you have a 14-day cancellation period under the distance-selling rules. If you ask us to perform the service immediately — which registrations usually require — you acknowledge that once the service has been fully performed within that period, the right to cancel is lost; if you cancel part-way through, we may deduct an amount reflecting the service already provided.

3. Goods — 14-day cancellation (from shop launch)

When buying goods such as the Guardian Tag at a distance, you may cancel for any reason within 14 days of the day you (or someone you nominate) receive the goods, under the Consumer Contracts Regulations. Tell us within that window — a clear statement by email to support@aegispethub.co.uk is enough — then return the goods within 14 days of telling us.

4. Return process and timing (goods)

• Contact support@aegispethub.co.uk for a returns reference and the return address before sending anything back.
• Return the goods within 14 days of notifying us of cancellation, ideally in their original packaging.
• Unless the goods are faulty or not as described, you pay the cost of returning them, and we may reduce the refund to reflect any handling beyond what is needed to inspect the goods.

5. Exclusions

• Goods personalised to your order (for example a tag engraved with your pet’s details) cannot be cancelled under the 14-day rule unless faulty or not as described.
• Services already fully performed at your request, as described in section 2.

None of these exclusions affects your separate statutory rights if goods are faulty, not as described or not fit for purpose.

6. Refund timing and delivery costs

We refund within 14 days of receiving the goods back (or of your evidence of posting them, if earlier); for services, within 14 days of cancellation. Refunds go to the payment card you used, via our payment processor Stripe. For cancelled goods orders we also refund standard outbound delivery costs; if you chose a premium delivery option, we refund up to the cost of our standard option.

7. Faulty goods

If goods are faulty, you have statutory remedies including a short-term right to reject within 30 days for a full refund, and repair or replacement thereafter. Contact us and we will arrange the return at our cost.

8. How to contact us

Email support@aegispethub.co.uk, or call general support Monday to Friday, 10am–6pm. Please do not use the 24/7 microchip enquiry line (020 8051 2117) for billing matters — it is reserved for microchip enquiries and reunification. If you are unhappy with how a refund request is handled, our Complaints Policy at /complaints applies.