Refund policy
RETURNS AND REFUNDS POLICY
Last updated: 4 August 2026
This policy applies to purchases made from Adem Kurnaz trading as Kurnova Pets.
We want you and your pet to be happy with your purchase. Please read this policy before requesting a return.
CONTACT US BEFORE RETURNING AN ITEM
To request a return, email sernazuk@gmail.com and include:
• Your full name
• Your order number
• The item you wish to return
• The reason for the return
• Clear photographs if the item is damaged, faulty or incorrect
Please do not return an item before contacting us. We will confirm whether your return has been approved and provide the appropriate return instructions.
14-DAY CHANGE-OF-MIND RETURNS
Customers in the United Kingdom, United States, Canada and Australia may request a change-of-mind return within 14 days after receiving their order.
After notifying us that you wish to return an item, please send it back within the following 14 days using the return method provided by us.
To qualify for a full change-of-mind refund, the item should be:
• In its original condition
• Clean and free from excessive pet hair, stains, strong odours or damage
• Returned with all accessories and components
• Returned in its original packaging where reasonably possible
• Handled only as much as reasonably necessary to inspect its size, appearance and suitability
We may reduce the refund to reflect any loss in value caused by handling or use beyond what is reasonably necessary to inspect the item.
This condition does not limit your legal rights when an item is faulty, damaged, unsafe, misdescribed or not fit for its intended purpose.
FREE APPROVED RETURNS
Approved returns are free.
We will provide return instructions and, where applicable, a prepaid return label. Customers must use the return method provided by Kurnova Pets.
Please do not pay for return postage or arrange your own return unless we have agreed to this in writing. Unauthorised postage costs may not be reimbursed.
Our return address is:
Adem Kurnaz trading as Kurnova Pets
16 Highlea Close
London
NW9 5GR
England
Please do not send an item to this address before your return has been approved.
DAMAGED, FAULTY OR INCORRECT ITEMS
Please inspect your order as soon as it arrives.
Contact us at sernazuk@gmail.com if:
• The item arrives damaged
• The item is faulty or unsafe
• You receive the wrong item
• The item is materially different from its description
• Parts or accessories are missing
Include your order number and clear photographs or videos showing the issue.
After assessing the problem, we will provide an appropriate solution. Depending on the circumstances and your applicable legal rights, this may include a repair, replacement, partial refund or full refund.
Nothing in this policy restricts your rights regarding faulty, unsafe, misdescribed or unsuitable goods.
NON-RETURNABLE ITEMS
Change-of-mind returns may not be accepted for:
• Items damaged through misuse, neglect or improper care
• Items altered or modified after delivery
• Items with excessive pet hair, stains, strong odours or avoidable damage that materially reduces their value
• Gift cards, where applicable
These exclusions do not apply where an item is faulty, damaged, unsafe, misdescribed or where accepting a return is otherwise required by law.
EXCHANGES
We do not currently offer direct exchanges.
To order a different size or colour, contact us to arrange a return and place a new order for the replacement item.
CANCELLING OR CHANGING AN ORDER BEFORE DISPATCH
Email sernazuk@gmail.com as soon as possible if you need to cancel or change an order.
We will make reasonable efforts to help, but we cannot guarantee that an order can be cancelled or changed once processing or dispatch has begun.
If the order has already been dispatched, you may request a return after receiving it.
REFUNDS
We will notify you after receiving and inspecting your return.
Approved refunds will be issued to the original payment method.
For eligible UK cancellations, the refund will include the cost of our least expensive standard delivery option. Additional amounts paid for express or upgraded delivery are not refundable beyond the standard delivery cost.
We may withhold a refund until:
• We have received the returned item; or
• You provide acceptable evidence that the item has been returned
Once approved, please allow additional time for your bank, card issuer or payment provider to process the refund.
We are not responsible for processing delays caused by your bank or payment provider.
LATE OR MISSING REFUNDS
If you have not received an approved refund:
1. Check your bank, card or payment account again.
2. Contact your card issuer or payment provider.
3. Contact your bank, as processing times may vary.
4. Email sernazuk@gmail.com if the refund still cannot be located.
ORDERS THAT DO NOT ARRIVE
Contact us at sernazuk@gmail.com if your tracking shows that an order was delivered but you have not received it, or if the order has not arrived within a reasonable period after the estimated delivery date.
We will review the tracking information and contact the delivery provider where appropriate.
INTERNATIONAL CUSTOMERS
Kurnova Pets currently sells to customers in:
• United Kingdom
• United States
• Canada
• Australia
Our 14-day change-of-mind return period and free approved return shipping apply to customers in all four countries.
Customers may have additional mandatory rights under the laws of their country, state, province or territory.
YOUR LEGAL RIGHTS
Nothing in this policy excludes, restricts or replaces any consumer right or remedy that cannot legally be excluded.
Australian customers retain all rights and remedies available under the Australian Consumer Law.
Canadian customers retain any applicable rights under federal, provincial and territorial consumer protection laws.
United States customers retain any applicable rights under federal and state law.
United Kingdom customers retain their rights under applicable UK consumer law.
CONTACT DETAILS
Kurnova Pets is operated by Adem Kurnaz, trading as Kurnova Pets.
Adem Kurnaz trading as Kurnova Pets
16 Highlea Close
London
NW9 5GR
England
Email: sernazuk@gmail.com