Refund & Returns Policy

Last updated: 31 July 2026

The Short Version

Here's what this means for you, before the full detail below:

• You get 30 days from delivery to change your mind and get a refund — more than double the legal 14-day minimum.
• For most items, you don't need to send anything back. We simply issue your refund or replacement.
• Damaged, wrong, or missing items are on us — a full refund, replacement, or store credit, always free of charge to you.
• Beyond the 30 days, a 2-year legal guarantee still covers products that are faulty or not as described.
• To start any refund or return, just email hello@cloverpets.ie with your order number.

1. Our Promise: 30 Days, No Hassle

At Clover Pets, we want you to be happy with your purchase. In addition to your statutory legal rights (explained in full below), we offer a 30-day change-of-mind return and refund policy from the date you receive your order.

This 30-day policy is an enhancement of your legal rights, not a replacement for them. It never reduces or limits any right you already have under Irish or EU consumer law — it simply gives you more time and, in most cases, a simpler process than the legal minimum requires.

2. How This Relates to Your Legal 14-Day Right of Withdrawal

Under the Consumer Rights Directive (2011/83/EU) and the Irish Consumer Rights Act 2022, you have a legal right to withdraw from your order within 14 days of receiving your goods, without giving a reason (see our Terms of Service for the full legal mechanics of this right).

Clover Pets' own policy extends this to 30 days, giving you more than double the legally required window to change your mind, request a refund, or ask for a replacement. You can rely on whichever is more convenient — in practice, our 30-day window will almost always apply since it is longer and covers more situations.

3. Our No-Return-Required Practice

For most items, especially lower-value products, Clover Pets does not require you to physically send the product back to us before issuing a refund or replacement. This is because return shipping costs from Ireland back to our overseas suppliers would often exceed the value of the item itself, so we simply issue your refund or send a replacement directly.

This is a discretionary, goodwill practice that we apply on a case-by-case basis to make things easier for you — it is offered in addition to, and never as a reduction of, your statutory rights described above. Where the law would normally allow us to withhold reimbursement until we receive goods back or receive proof you've shipped them, we are instead choosing to waive that requirement for most items, which means you get your refund faster and without the hassle of arranging a return shipment.

Note: this practice does not apply to every item — see Section 6 below for the rare exceptions.

4. How to Request a Refund or Replacement

To request a refund, replacement, or report an issue with your order, email us at hello@cloverpets.ie with:

1. Your order number.
2. A short description of the reason (e.g. changed your mind, item not as expected, damaged, wrong item, missing item).
3. For damaged, defective, incorrect, or missing items: photos of the item and, where relevant, the packaging, so we can resolve it quickly and improve our quality control with our suppliers.

We aim to respond to all refund and returns requests promptly. In most cases, no return shipment is needed — we will confirm this directly with you by email.

5. Refund Method and Timeline

• Approved refunds are issued to your original payment method used at checkout (processed via Shopify's checkout system).
• Once your refund is approved, please allow 5–10 business days for the funds to appear back in your account, depending on your bank or card provider's processing times.
• If we agree to send a replacement instead of a refund, we will confirm the expected dispatch and delivery timeframe by email, in line with our Shipping Policy.

6. When a Physical Return Is Required

In rare cases — typically for higher-value items where return shipping is proportionate and reasonable — we may ask you to send the product back to us (or to a return address we provide) before we process your refund. If this applies to your order:

• We will clearly tell you this by email, along with the return address and any instructions.
• Where you are exercising your legal 14-day right of withdrawal and a return is required, you will generally be responsible for the direct cost of returning the goods, unless we have agreed to cover it or offered to collect the item ourselves, as set out in our Terms of Service.
• Where a return is requested due to our error (e.g. wrong item sent, item arrived damaged or defective), Clover Pets will cover or reimburse reasonable return shipping costs.
• Your refund will be processed once we receive the returned item, or once you provide proof of postage, whichever comes first — consistent with the legal right of withdrawal rules described in our Terms of Service.

7. Damaged, Wrong, or Missing Items

If your order arrives damaged, defective, incorrect, or with items missing, please contact us at hello@cloverpets.ie as soon as possible with your order number and photos of the issue. We will resolve this by offering, at your choice where possible:

• A full refund;
• A replacement; or
• Store credit.

In these cases, you will not be asked to cover any return shipping cost.

8. Statutory Legal Guarantee (Beyond 30 Days)

Separately from both our 30-day policy and the 14-day right of withdrawal, all products also carry a statutory legal guarantee of conformity of a minimum 2 years under the Irish Consumer Rights Act 2022 and the EU Sale of Goods Directive (EU) 2019/771. If a product develops a fault or fails to conform to the contract after the 30-day window has passed, you may still be entitled to a repair, replacement, price reduction, or refund under this legal guarantee. See our Terms of Service for full details, and contact hello@cloverpets.ie to make a claim.

9. Exceptions

Certain items may not be eligible for change-of-mind returns where permitted by law, such as:

• Items that have been used beyond what is necessary to check them; or
• Hygiene-sensitive items that have been unsealed (e.g. certain grooming or personal-use pet products).

These exceptions never apply where the item is faulty, damaged, or incorrect — in that case, your rights under Sections 7 and 8 above always apply.

10. Contact Us

For any refund, return, or order issue, we're one email away:

Email: hello@cloverpets.ie
Rémy Vilna (trading as Clover Pets), 173 Rue de Courcelles, 75017 Paris, France