Refund policy

We comply with applicable Cyprus and European Union consumer protection regulations. Under EU consumer law, you have the right to withdraw from an eligible online purchase within 14 days of receiving your order, without giving any reason, subject to the exceptions set out below.

Further information on EU consumer rights is available on the European Union’s official Your Europe – Returns and right of withdrawal page.

14-Day Right of Withdrawal

To exercise your right of withdrawal, you must inform us within 14 days of receiving your order.

If multiple items from the same order are delivered separately, the 14-day period begins when you receive the last item.

You can submit a return or withdrawal request through the online function available on our website or customer account, where applicable, or by contacting us at info@humanandpets.com.

Once you have informed us of your decision to withdraw, you must return the eligible item(s) within 14 days.

Return Conditions

You may inspect an item only to the extent reasonably necessary to establish its nature, characteristics and functionality, as you would normally be able to do in a physical store.

Where possible, returned items should include their original packaging, tags, accessories and any other components supplied with the product.

You may be responsible for any reduction in value resulting from handling beyond what is reasonably necessary to inspect the item.

You may be asked to provide your order number or other proof of purchase.

Before returning an item, please submit a return request or contact us at info@humanandpets.com so that we can provide the appropriate return instructions.

Returns should be sent to:

Human & Pets
Vyzantiou 11
2064 Strovolos, Nicosia
Cyprus

Return Shipping Costs

For returns under the 14-day right of withdrawal, you are responsible for the cost of returning the item to us.

If an item is defective, damaged, incorrect or not as described, Human & Pets will cover the reasonable cost of returning the item.

Exceptions / Non-Returnable Items

The following items are not eligible for return under the 14-day right of withdrawal where an applicable legal exception applies:

• Frozen products requiring continuous temperature-controlled storage. Once delivered, we cannot verify that the required cold chain and storage conditions have been continuously maintained. This applies even if the product remains unopened or sealed.
• Perishable goods that are liable to deteriorate or expire rapidly.
• Sealed goods which are not suitable for return for health protection or hygiene reasons once they have been unsealed after delivery.
• Products made to your specifications or clearly personalised.
• Any other goods excluded from the right of withdrawal under applicable law.

These exclusions do not affect your rights if an item is defective, damaged, incorrect or otherwise not in conformity with your order.

Damaged, Defective or Incorrect Items

Please inspect your order upon delivery and contact us as soon as possible if an item is defective, damaged, incorrect or not as described.

Contact us at info@humanandpets.com with your order number and, where appropriate, photographs or other information that may help us assess the issue.

If there is a problem with the product, we will provide the appropriate solution in accordance with your statutory consumer rights. Depending on the circumstances, this may include repair, replacement, a price reduction or a refund.

Where a return is required because an item is defective, damaged, incorrect or not as described, Human & Pets will cover the reasonable return cost.

Exchanges

We do not process direct exchanges online.

If you would like a different size, colour or product, you may return an eligible item in accordance with this policy and place a new order for the item you require.

Refunds

Once we receive and inspect your return, we will notify you.

For a valid return under the 14-day right of withdrawal, we will refund the amount paid for the returned item(s), together with the cost of our least expensive standard delivery method, where required by law.

If you selected a more expensive delivery option, the additional delivery cost is not refundable.

Refunds will be processed without undue delay and no later than 14 days from the date on which you inform us of your decision to withdraw. We may withhold the refund until we have received the returned goods or you provide evidence that you have sent them back, whichever occurs first.

Refunds will be issued using the same payment method used for the original transaction, unless you expressly agree to another method.

Where available, you may choose to receive your refund as Human & Pets Store Credit instead. Store Credit will only be issued instead of a monetary refund if you expressly choose or agree to receive it.

Please note that your bank or payment provider may require additional time to process the refund after it has been issued.

Sale and Promotional Items

Products purchased during a sale, promotion or using a discount code are subject to the same statutory consumer rights as full-price products.

A reduced price does not, by itself, make an item non-returnable. The exceptions listed under Exceptions / Non-Returnable Items continue to apply.

Cancellations and Online Withdrawal

For eligible orders that have not yet been fulfilled, you may submit a cancellation request through your customer account or through the cancellation function available on our website.

For eligible online purchases, you may also exercise your right of withdrawal through the electronic withdrawal function available on our website or customer account.

When you submit a withdrawal request electronically, you will receive an electronic acknowledgement of your request.

If an order has already been fulfilled or dispatched, the return conditions set out in this policy will apply.

Model Withdrawal Form

You may use the form below to exercise your right of withdrawal. Use of this form is optional.

To:
Human & Pets
Vyzantiou 11
2064 Strovolos, Nicosia
Cyprus
Email: info@humanandpets.com

I hereby give notice that I withdraw from my contract of sale for the following goods:

Order number:
Product(s):
Order date:
Date received:
Name:
Address:
Email:
Date:

Signature: (only required if this form is submitted on paper)

Contact Us

For any questions regarding returns, refunds or cancellations, please contact us:

Human & Pets
Vyzantiou 11
2064 Strovolos, Nicosia
Cyprus
Email: info@humanandpets.com