Refunds, Returns and Subscription Policy

Subscription & Billing Terms

By purchasing a Supernormal subscription, you agree to recurring billing and the terms below.

Cancellation

You may cancel your subscription at any time.

• Cancellations must be made before your next billing date to avoid being charged.
• If you cancel after a billing date, the current billing cycle is non refundable.
• Your subscription will remain active until the end of your paid billing period.
• Failure to cancel before renewal constitutes authorisation for the next billing charge.

To manage or cancel your subscription, contact support@supernormalpets.com.

Requests must be submitted from the email address linked to your account.

Refunds for Subscriptions

• No refunds are issued for subscription renewals once billed.
• If you forget to cancel before renewal, the charge is considered valid and non refundable.
• Refunds are only considered in cases of duplicate charges or technical billing errors.
• Shipping costs are non refundable under all circumstances.
• All approved refunds are returned to the original payment method only.

Cooling Off Period for First Subscription Purchase

• You have a 14 day cooling off period from the initial purchase date.
• A refund during this period will only be considered if the tag is returned in good condition.
• Shipping costs are non refundable.
• After 14 days, all subscription payments are non refundable.

Free Tag and Promotional Offer Terms

• A minimum 3 month subscription commitment applies to any free tag or promotional tag offer.
• Early cancellation does not remove this commitment.
• If the minimum term is not fulfilled, we reserve the right to charge for the tag, shipping, and any associated costs.
• By activating your tag, you agree to these terms.

Returns on Cancellation

• Where applicable, we may require your tag to be returned upon cancellation.
• Any refund that is approved will only be processed after the returned item has been received and inspected.
• We reserve the right to refuse refunds if returned items are damaged, altered, or not returned.

Shipping Policy

Shipping Costs

• Shipping costs are calculated at checkout and are non refundable under all circumstances.
• This includes both standard and expedited shipping options.

Delivery Issues

• If your order does not arrive, please contact support@supernormalpets.com.
• We will investigate the issue with the carrier.
• If the item is confirmed as lost in transit, we will reship your order at no additional cost.
• We do not offer refunds for orders that are delayed or still in transit.

Incorrect Address

• Customers are responsible for providing the correct shipping address at checkout.
• Orders shipped to an incorrect address provided by the customer are not eligible for refund or reshipment.

Marked as Delivered

• If an order is marked as delivered by the carrier, responsibility transfers to the customer upon confirmed delivery.
• We are not liable for lost or stolen items after delivery.
• Customers should contact the carrier directly to raise a claim.
• We may assist where possible, but reshipment is not guaranteed in these cases.

Processing and Dispatch

• Orders are processed within standard business timeframes.
• Once dispatched, shipping is considered fulfilled and non refundable.

Non Subscription Items

We offer a 30 day return policy for non subscription purchases. This means you have 30 days after receiving your item to request a return.

Return Eligibility

• Items must be unused, unworn, and in their original packaging.
• Proof of purchase is required.
• Returns sent without first requesting approval will not be accepted.

To start a return, contact support@supernormalpets.com.

Damages and Issues

Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or incorrect so we can evaluate the issue and make it right.

Non Returnable Items

• Perishable goods
• Custom or personalised products
• Personal care goods
• Hazardous materials, flammable liquids, or gases
• Sale items
• Gift cards

Exchanges

The fastest way to ensure you get what you want is to return the item you have, once the return is accepted, and place a separate order for the new item.

Refunds for Physical Goods

• Refunds are processed once returned items are received and inspected.
• Approved refunds are issued to the original payment method within 10 business days.
• Your bank or card provider may take additional time to process and post the refund.
• Original shipping costs are non refundable.
• Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.

If more than 15 business days have passed since your refund was approved, contact support@supernormalpets.com.

European Union 14 Day Cooling Off Period

If your merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification.

• Items must be in the same condition that you received them.
• Items must be unused and in the original packaging.
• Proof of purchase is required.

Termination

We reserve the right to suspend or terminate access to our services at our sole discretion if:

• These terms are breached
• Fraudulent activity is suspected
• Continued use poses legal, reputational, or operational risk

In such cases, refund eligibility will be determined at our sole discretion.

After Cancellation or Termination

• Access will continue until the end of the paid billing period unless terminated for cause.
• Any outstanding amounts remain payable.
• You must immediately cease use of the service where applicable.