Refund policy
Last updated: 12 September 2026
Our 30-day Keep-it Guarantee
We want your cat to love +Pets. If you are not satisfied for any reason, tell us within 30 days of delivery and we refund you, and you keep the jar. No return shipping, no forms.
How it works:
- Email support@gopluspets.com within 30 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 confirm within 1 business day 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 once per household, on your first order, for up to one jar (on multi-jar orders the other jars remain covered by your statutory rights below). 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 30-day guarantee is the Keep-it Guarantee above: it requires no return. Beyond it, your statutory rights apply (EU/UK withdrawal and defective-goods rights 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, change-of-mind withdrawal may no longer apply where the health-protection and hygiene exception for sealed goods under EU and UK consumer law is met. This never affects your rights for faulty, damaged, unsafe or misdescribed goods. The 30-day Keep-it Guarantee above applies on its stated terms.
Your statutory rights
If you are in the European Union
You have the right to withdraw from your purchase within 14 days of the day you (or a person you designate) receive the goods, without giving any reason. To exercise it, send us a clear statement (an email is enough, or use the model form below) before the 14 days expire, then return the goods within 14 days of your statement. We refund all payments received from you, including standard delivery costs, without undue delay and within 14 days of your withdrawal notice, using the same payment method; unless we offer to collect the goods, we may withhold the refund until we receive them or you send proof of return, whichever is first. You bear the direct cost of returning the goods and are liable for any diminished value caused by handling beyond what is needed to establish their nature and characteristics. Exception: under Art. 16(e) of Directive 2011/83/EU (Italy: Art. 59(1)(e) D.Lgs. 206/2005) the right of withdrawal does not apply to sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed after delivery; we rely on this exception only where those conditions are met. In practice: unopened jar, withdrawal always applies; opened jar, the Keep-it Guarantee remains available on its terms. Separately, you keep the 2-year legal guarantee of conformity for defective products.
If you are in the United Kingdom
Under the Consumer Contracts Regulations 2013 you may cancel within 14 days of receiving the goods, with the same procedure and sealed-goods exception (reg. 28(3)(a)) as above; the refund is made within 14 days of receiving the goods back or your proof of return. Your rights under the Consumer Rights Act 2015 for faulty goods are unaffected.
If you are in the United States or elsewhere
The 30-day Keep-it Guarantee and the returns rules above are our complete refund policy. All other sales are final once the guarantee period has passed, except where the law of your state provides otherwise.
Subscriptions
The Keep-it Guarantee covers the first shipment of a subscription. 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 Subscription Terms). A shipment 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 withdrawal form (EU/UK, optional)
To: 7University LLC, 254 Chapman Rd, Ste 208 #27351, Newark, DE 19702, USA, support@gopluspets.com. I hereby give notice that I withdraw from my contract of sale of the following goods: [product], ordered on [date] / received on [date]. Name, address, date, signature (only if on paper).