Provided your order is not due the following day, we can cancel for you. If it is due the following day we are unable to cancel it. Please reach out to the Customer Service team so they can help you with this.
You can return an order at any time up to 14 calendar days after the day of delivery. To do this, please email us at hello@coyapet.com. You will need to quote your order number and a reason for cancellation.
We always appreciate feedback behind the reasons for returning your COYA order. You are, however, under no obligation to do so – but it helps us get better!
Returns should be sent to us at your own expense and in the original packaging. You must ensure goods are packaged sufficiently to protect against any damage in transit. The address for returns is PO Box 3808, Norwich, NR7 7LW.
If you fail to return the goods, or do not ensure they are adequately packaged on return to us this may impact on your right to receive any refund in respect of these goods.
This cancellation and return policy does not affect your legal rights, for example if goods are faulty or misdescribed.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within a 10 working days.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@coyapet.com for assistance.
Contact us at hello@coyapet.com for questions related to refunds and returns.