Order Cancellation Policy

Effective Date: June 30, 2025
Applies to: Customers in Austria and the United Kingdom

At mylovely-pets, we understand that plans change and sometimes you may need to cancel an order. This Order Cancellation Policy outlines the conditions, timeframes, and processes related to canceling an order made through our website: https://my-lovelypets.co.uk/.

 

1. Cancellation Timeframe

You may cancel your order within 24 hours of placing it, provided it has not yet entered the shipping or processing phase.

 

2. How to Request a Cancellation

To cancel your order, please contact us within 24 hours via one of the following:

  1. Full name
  2. Order number
  3. Reason for cancellation

 

3. Order Already Shipped or Processed

If your order has already been processed or shipped:

  • It cannot be canceled, but you may still be eligible for a return after delivery under our Refund Policy.
  • In such cases, the item must be returned in unused, original condition, and return shipping costs may apply unless the item is faulty or incorrect.

 

4. Cancellations Due to Incorrect Information

If your order is canceled due to incorrect or incomplete information (e.g., invalid address, payment issues), we may:

  • Contact you to correct the error
  • Cancel the order and issue a refund minus any administrative or shipping costs already incurred

 

5. Refund Processing Time

If your cancellation is approved:

  • Your payment will be refunded via the original method of payment
  • Refunds are typically processed within 7 business days (Mon – Sat)
  • Your financial institution may take additional time to reflect the funds

 

6. Refused or Undeliverable Orders

If you refuse delivery or provide an undeliverable shipping address:

  • Your order may be returned to our warehouse
  • You may be charged for return shipping and/or restocking fees (if applicable)
  • A refund may be issued minus shipping and handling costs, provided the item meets return eligibility

 

7. Exceptions & Non-Cancelable Orders

The following items cannot be canceled or refunded, unless faulty or required by law:

  • Personalized or custom-made items
  • Gift cards or digital products
  • Final sale or clearance items
  • Orders already marked as “shipped” or “delivered”

 

8. Changes to This Policy

We reserve the right to update or modify this Order Cancellation Policy at any time. Updates will be posted on this page and become effective immediately upon publication.

 

9. Contact Information

If you have questions regarding order cancellation, please reach out:

Business Name: Bjornaa GmbH Trading as mylovely-pets

Business Registration: FN 472831 s 

VAT Number: ATU72325423

Business Address: Anton-Strauch-Allee 2/507, Alkoven, 4072, Austria.

E-Mail: support@mylovely-pets.co.uk

Phone Number: +4367762512665

Business Hours: 08:00 am - 06:00 pm, (Mon - Sat), (GMT+01:00) Central European Standard Time (Vienna)