Returns, Withdrawal & Refunds

1. Contact and cancellation before dispatch

Contact support@afu-pet.store as soon as possible if you want to cancel before dispatch, giving your order reference. We will stop fulfilment where possible. If the goods have already been dispatched, you may still exercise an applicable statutory withdrawal right.

Our confirmed return and postal address is: HYPERVERSE MEDIA LIMITED, Polyviou Dimitrakopoulou 3, ANELLI COURT, 2nd floor, Flat/Office 201, 1090 Nicosia, Cyprus. Use the order reference so we can identify the return. Contact us if an item needs specialist or cold-chain handling.

Withdraw from contract online

2. Your 14-day withdrawal right

For an eligible distance purchase, you may withdraw without giving a reason within 14 days after the day you, or a third person you identify other than the carrier, receives the goods. If goods from one order arrive separately, the period normally starts after the last item; for a single item delivered in lots or pieces, after the final lot or piece.

To meet the deadline, send your clear decision to withdraw before it expires. You may use our online function, email support@afu-pet.store, send a letter to our registered office, or use the optional model form. Approval from us and a mandatory explanation are not conditions for exercising the right.

The online function provides a review step and a separate confirmation button. We record the declaration and submission time and send a confirmation of receipt. A receipt acknowledges your declaration; it does not reduce your rights or automatically decide whether a statutory exception applies.

Withdraw from contractOptional model withdrawal form

3. Sending the goods back

Send the goods back without undue delay and no later than 14 days after telling us you withdraw. The deadline is met if you send them before it expires. Keep evidence of dispatch. Pack items securely; original packaging is helpful but is not a blanket condition for a statutory return.

For a change-of-mind withdrawal, you pay the direct return delivery cost unless we have agreed to pay it or the law makes us responsible because the required advance information was not given. We do not charge a standard restocking fee. If goods cannot normally be returned by post, obtain the applicable return-cost information before purchasing; an undisclosed special charge will not be imposed after the purchase.

You are responsible only for diminished value caused by handling beyond what is necessary to establish the goods' nature, characteristics and functioning. This rule does not allow a blanket deduction merely because packaging has been opened.

4. Refund amount, method and timing

Following a valid withdrawal, we reimburse payments due under the law, including the cost of our least expensive standard outbound delivery for the order. Extra cost for a more expensive delivery option you chose is not reimbursed under that rule. For a partial return, we assess the delivery refund according to the order and applicable law.

We reimburse without undue delay and within 14 days after being informed of your withdrawal. Unless we have offered to collect the goods, we may withhold reimbursement until we receive the goods or you provide evidence of return, whichever occurs first.

We use the original payment method unless you expressly agree to another method and incur no refund fee. Your payment provider's posting time may be additional to our processing time. A status shown in an account is not itself proof that a bank has posted a refund; contact us for the payment reference if needed.

5. Limited statutory exceptions

An exception is applied only where the relevant legal conditions are actually met. Relevant examples may include goods made to your specifications or clearly personalised, goods liable to deteriorate or expire rapidly, and sealed goods that are not suitable for return for health or hygiene reasons and were unsealed after delivery.

We do not exclude all pet food, treats, toys or sale items as a category. In particular, an unopened shelf-stable product is not automatically non-returnable merely because it is food. A fresh or frozen product may fall within the rapid-deterioration exception; a hygiene exception requires the legally relevant seal and conditions.

Any withdrawal exception leaves your rights for unsafe, faulty, incorrect or misdescribed goods intact. A product-specific exception must be disclosed before the purchase where required.

6. Faulty, damaged, unsafe or incorrect goods

Contact support@afu-pet.store with the order reference and a description of the problem. Photos or other reasonable evidence can help, but we do not impose an artificial 24- or 48-hour complaint cutoff that removes statutory rights. Stop using a product if it appears unsafe.

Goods must conform to their description and the contract. Depending on the legal conditions, remedies include free repair or replacement, a price reduction or termination and reimbursement. We bear the necessary costs of a statutory remedy, including appropriate return or replacement transport.

New goods carry at least the applicable two-year legal protection against lack of conformity. This is not a promise that perishable food stays fresh for two years: conformity depends on the nature of the goods, their lawful shelf life and applicable instructions. Longer or more favourable mandatory rights remain available.

Cyprus law provides additional remedies in specified cases, including serious non-conformity becoming apparent within 30 days of delivery. Applicable repair or replacement deadlines, including Cyprus's 25-day rule unless a lawful extension is expressly agreed, are preserved. A manufacturer's commercial warranty never replaces your rights against us.

Official legal guarantee notice

7. If you disagree with a decision

Ask us for the reason and legal basis of a decision and provide any relevant information. You retain access to competent consumer authorities, applicable alternative dispute resolution and courts. We do not make the exercise of legal rights conditional on accepting store credit or a confidentiality obligation.

Complaints and dispute information