Customer care
Returns, Refunds & Pre-orders
We want buying an early Peppy to feel clear and fair. This policy explains cancellations, change-of-mind returns and faulty products for online orders.
1. Pre-order cancellations before dispatch
Peppy is currently sold in small production batches. If your Peppy has not yet been dispatched, you may ask us to cancel your pre-order. We will refund the amount paid for the cancelled order to the original payment method. If an order has already entered dispatch, the normal online return process below applies.
If the expected dispatch timeframe changes materially, we will contact you. Where the agreed delivery timeframe cannot be met, your legal rights regarding delayed delivery remain unaffected.
2. 14-day cooling-off period for online purchases
For eligible online purchases, you may withdraw from the contract without giving a reason within 14 days from the day you receive the goods. Tell us within that 14-day period by email or by using the cancellation form below. After notifying us, you must send the goods back without undue delay and no later than 14 days after your cancellation notice.
3. Change-of-mind return costs
For a change-of-mind return under the cooling-off right, you are responsible for the direct cost of returning the product to us. Please contact us before posting anything so we can provide the correct return address and return instructions. We recommend using a tracked service and keeping proof of postage.
4. Condition of returned goods
You may inspect Peppy as you reasonably would in a shop to establish its nature, characteristics and functioning. You may be responsible for any reduction in value caused by handling beyond what is necessary for that purpose.
5. Refund timing
Where a statutory withdrawal applies, refunds are made using the original payment method unless you agree otherwise. We refund the eligible purchase amount and the cost of our least-expensive standard outbound delivery option. Extra delivery charges for a premium delivery method are not refundable. We may withhold the refund until we receive the returned goods or you provide evidence that you have sent them back, whichever happens first.
6. Faulty, damaged or not-as-described Peppys
If your Peppy is faulty, damaged on arrival or not as described, contact us as soon as possible. Your rights for faulty goods are separate from the 14-day change-of-mind right. Under Irish consumer law, remedies can include a refund, repair, replacement or price reduction depending on the circumstances and timing.
If an applicable remedy requires a faulty Peppy to be returned, we cover the reasonable return cost or arrange the return. Accidental damage, misuse and normal wear and tear are not product faults.
7. How to request a cancellation or return
Email peppypetplant@gmail.com with your name, order email and order reference (if available), or use the form below. We will reply with the next steps and, where a physical return is required, the return address.
Cancellation / return request
8. Model withdrawal wording
If you prefer, you can email us the following:
“I hereby give notice that I withdraw from my contract for the purchase of Peppy. Order date: [date]. Received: [date]. Name: [name]. Order email/address: [details]. Date: [date].”
You do not have to use these exact words. A clear statement that you wish to withdraw is sufficient.
9. Contact
Peppy Pet Plant
Dublin, Ireland
peppypetplant@gmail.com
Last updated: 27 August 2026.