Returns policy

REFUND AND RETURNS POLICY

Last Updated: May 2026

At patilic.com, operated by WESTMONT COMMERCE LTD ("we", "us", or "our"), we want you and your pet to be entirely satisfied with your purchase. We take great pride in the durability, build quality, and safety of our 304 stainless steel and silicone portable dog water bottles.

This policy sets out your rights regarding cancellations, returns, and refunds in strict accordance with the UK Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and the guidelines enforced by the Advertising Standards Authority (ASA).

1. YOUR RIGHT TO CANCEL (14-DAY COOLING-OFF PERIOD)

Under the Consumer Contracts Regulations 2013, you have the statutory right to change your mind and cancel your order for any reason within a "cooling-off" period of 14 days from the day you, or a third party indicated by you, receive physical possession of the goods.

1.1 Order Cancellation Prior to Despatch

If you wish to cancel an order before it has been processed or packed, please contact us immediately at info@patilic.com.

Because we operate a highly automated order fulfilment and delivery network to keep our prices competitive, orders are often sent to our international distribution centres rapidly. If your order has already been packed, processed, or handed over to our shipping carriers, it cannot be cancelled mid-transit. In this scenario, you must receive the delivery and follow our standard return process as outlined below.

1.2 How to Exercise Your Right to Cancel

To exercise your right to cancel an order post-receipt, you must inform us of your decision by a clear statement sent via email to info@patilic.com within the 14-day window.

2. RETURN CONDITIONS AND ELIGIBILITY

Following your notification to cancel, you must return the items to our designated UK return processing address without undue delay, and in any event no later than 14 days from the day on which you communicated your cancellation to us.

2.1 Statutory Return Standards

To qualify for a full refund under your right to change your mind, the goods must be returned in an "as-new" condition:

  • The item must be unused, unwashed, and completely free from pet hair, dirt, saliva, or signs of outdoor wear.
  • The product must be returned in its original, undamaged packaging, including any protective film, tags, and instructions.
  • Hygienic Exceptions: For health and hygiene reasons, we cannot accept returns for pet apparel, grooming items, or feeding apparatus if they have been unwrapped, filled with water, used by an animal, or if the original hygienic seals have been broken.

2.2 Diminished Value

You are permitted to inspect the product in the same manner you would in a physical retail shop (e.g., assessing the size and design of the folding spherical water bottle). If the goods are returned used, damaged, or altered in a way that goes beyond what is necessary to establish their nature and characteristics, we reserve the right to deduct a reasonable amount from your refund up to the full contract value to cover the diminished value of the goods.

2.3 Return Shipping Costs

If you are exercising your statutory right to change your mind, you (the customer) must cover the direct cost of returning the items to us.

We strongly advise using a tracked shipping service and obtaining proof of postage. We cannot accept responsibility or issue refunds for returned items that are lost or damaged in transit back to our facility.

Important Notice: Please do not return your purchase back to the manufacturer or address printed on the external shipping label. All returns must be authorized by our team and sent to our designated processing facility.

3. DAMAGED, DEFECTIVE, OR INCORRECT GOODS

Under the Consumer Rights Act 2015, goods supplied must match their description, be fit for purpose, and be of satisfactory quality.

3.1 Transiting Damage & Initial Inspection

While we take extreme care in packaging our durable stainless steel hydration solutions, items can occasionally be damaged during global shipping.

  • We ask that you inspect your package thoroughly upon arrival.
  • If the exterior packaging is visibly crushed, torn, or compromised, please capture clear photographs of the box prior to opening it.
  • To help us quickly manage claims with our couriers, please report any transit damage or delivery discrepancies to info@patilic.com within 48 hours of receipt where possible. Failing to report within 48 hours does not eliminate your statutory rights, but it significantly aids our ability to hold transit carriers accountable.

3.2 Reporting Faults

If your product arrives damaged, defective, or does not match the specific size/variant you selected at checkout, please send an email to info@patilic.com with:

  • Your order number (e.g., #PAT1001).
  • A clear description of the defect or issue.
  • High-resolution photographs or a brief video demonstrating the damage or manufacturing fault alongside the shipping label.

3.3 Statutory Remedies for Faulty Goods

If the product is proven to be faulty, incorrect, or damaged upon arrival:

  • Within 30 Days of Receipt: You are entitled to an immediate, full refund or a free replacement item shipped to you with no additional costs.
  • Return Costs for Faulty Goods: Where a return of a defective item is required by our team, we will provide a pre-paid return shipping label or reimburse your reasonable return postage costs.

4. REFUND PROCESSING AND TIMEFRAMES

4.1 Refund Calculation

Once your return is delivered to our facility, it will undergo inspection by our compliance team to confirm it meets the criteria set out in Section 2.

  • If approved, your refund will be processed immediately.
  • Refunds will be issued exclusively to the original payment method utilized at checkout (Visa, Mastercard, American Express, Apple Pay, Google Pay, Shop Pay, or PayPal). We cannot issue refunds to a separate bank card or account for anti-money laundering and security compliance.

4.2 Statutory Refund Deadlines

In accordance with UK law, we will issue your refund without undue delay, and no later than:

  • 14 days after the day we receive the returned goods back from you; or
  • 14 days after the day you provide verifiable proof that you have sent the goods back (e.g., a valid tracking receipt from Royal Mail or a recognized courier); or
  • If the goods have not yet been despatched, 14 days after the day on which we were informed of your decision to cancel the order.

4.3 Banking Delays

Please note that while our system releases funds immediately upon approval, banks and credit card networks can take an additional 3 to 5 business days (and up to 10 business days for some international card providers) to credit the balance back to your account.

5. NON-DELIVERY AND TRANSIT DELAYS

Because we utilize an efficient global supply chain network to source our specialist pet products, delivery timeframes fluctuate based on shipping channels.

  • As detailed in our Shipping Policy, standard delivery times typically range between 7 and 15 business days following order dispatch.
  • Under the Consumer Rights Act 2015, we are legally required to deliver your items within 30 days of the order confirmation date unless an alternative timeframe was mutually agreed upon before purchase.
  • If your package has been lost in transit or is delayed beyond the statutory 30-day window, you have an absolute right to cancel the contract and receive a 100% refund of all funds paid.

6. EXCLUSIONS AND FINAL SALE ITEMS

The following categories of items are strictly excluded from refunds, returns, or exchanges unless they arrive damaged, defective, or mechanically faulty:

  • Customised or Personalised Items: Any pet tags, engraved water bottles, or bespoke accessories specifically manufactured to your individual configurations.
  • Hygiene-Compromised Goods: Sealed pet wellness, feeding, or drinking products that have been unsealed or utilized by an animal post-delivery.
  • Gift Cards: Any digital gift vouchers issued through our online platform.

7. CONTACT AND COMPLIANCE ENQUIRIES

For all return requests, formal cancellation notices, or questions regarding our processing frameworks, please reach out to our dedicated support office:

  • Corporate Entity: WESTMONT COMMERCE LTD
  • Brand Name: patilic.com
  • Registered Address: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
  • Customer Support Email: info@patilic.com