Refund policy
Last updated: 28 October 2026
This policy covers orders placed on this site (gopluspets.com), one-time and Autoship. Plans bought on our subscription checkout have the 90-Day Double Promise and the refund terms shown at that checkout.
Our Keep-it 90-day Guarantee
Your first order has a 90-day guarantee: the whole order, whatever the plan (one-time or Autoship), up to 5 jars. If your cat will not eat it, or you are not satisfied for any reason, tell us within 90 days of delivery and we refund the whole order — and you keep the jars, even if they are already open. Nothing to send back, no forms. Renewals and later orders are not covered. One refund claim per household, ever: one delivery address, one claim.
How it works:
- Email support@gopluspets.com within 90 days of delivery with your order number, a photo of the product and a couple of lines on what did not work (this helps us improve).
- We reply within 24 hours and refund you to your original payment method within 5 business days. Banks may take a few more days to show it.
The guarantee applies to your first order and every jar in it, up to 5 jars, whatever the plan (one-time or Autoship) and the pack size, opened or not, with no return. Renewals and later orders are not covered. The 90 days run from the delivery of your first order. One refund claim per household, ever: one delivery address, one claim. It does not apply to orders bought for resale or to claims we consider abusive. It is a voluntary guarantee offered by 7University LLC and does not limit your statutory rights described below.
Damaged, wrong or missing items
Tell us as soon as possible, ideally with a photo of the parcel and the product: it helps us investigate, but it is not a condition of your statutory rights. We ship a free replacement or refund you, your choice. Nothing to send back.
Returns
Our voluntary 90-day guarantee is the Keep-it 90-day Guarantee above: it requires no return. Beyond it, your statutory rights apply (your UK right to cancel and your rights for faulty goods, below). If you need to return goods, write to us first: we give you the return address and instructions. You pay the direct return postage unless the goods are faulty or incorrect.
Opened products and the hygiene seal
Each jar is sealed with a tamper-evident safety seal. Once the seal is broken, the change-of-mind right to cancel may no longer apply where the health-protection and hygiene exception for sealed goods under UK consumer law is met. This never affects your rights for faulty, damaged, unsafe or misdescribed goods. The Keep-it 90-day Guarantee above applies on its stated terms: an opened jar is covered, including when your cat simply will not eat it.
Your statutory rights
Under the Consumer Contracts Regulations 2013 you may cancel within 14 days of the day you (or a person you name) receive the goods, without giving any reason. To cancel, send us a clear statement before the 14 days end (an email is enough, or use the model form below), then send the goods back within 14 days of telling us. We refund all payments received from you, including standard delivery costs, within 14 days of receiving the goods back or your proof of return, whichever is first, using the same payment method. You pay the direct cost of returning the goods and are liable for any loss in value caused by handling beyond what is needed to establish their nature and characteristics. Exception: under reg. 28(3)(a) the right to cancel ends for sealed goods that are not suitable for return for health-protection or hygiene reasons once they are unsealed after delivery; we rely on it only where those conditions are met. In practice: unopened jars, you can always cancel; once a jar is open, the Keep-it Guarantee on your first order still applies on its terms. Your rights under the Consumer Rights Act 2015 for faulty goods are unaffected.
Subscriptions
For Autoship bought on this site, the Keep-it Guarantee covers it when it is your first order: the first delivery, for 90 days from its delivery. Renewals are not covered. One refund claim per household, ever: one delivery address, one claim. Cancel before the renewal date to avoid the next charge; a renewal already charged but not yet shipped can still be cancelled for a full refund (see the Subscription policy). A renewal that has already left is covered by your statutory rights above.
Refund method and timing
Refunds always go to the original payment method; we cannot refund to a different card or account. Please contact us before opening a dispute with your bank: we resolve every case within days, and a chargeback can delay your refund.
Model cancellation form (optional)
To: 7University LLC, 254 Chapman Rd, Ste 208 #27351, Newark, DE 19702, USA, support@gopluspets.com. I hereby give notice that I cancel my contract of sale of the following goods: [product], ordered on [date] / received on [date]. Name, address, date, signature (only if on paper).