Refund policy

 

Returns & Refunds

We hope you and your pet enjoy your order. Please note, it is the customer's responsibility to check the product's suitability before purchasing. However, if you’d like to return an item please follow our returns policy below.

To start a return, please contact us at  shop@pet-shop-online.co.uk

.We have a 14-day return policy, which means you have 14 days after receiving your item to request a return, e.g. sizing.

To be eligible for a return, your item must be in the same condition that you received it, unworn, unused, or unopened, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

We may request photos of your order to help process returns, replacements, or refunds.

To start a return, contact us at shop@pet-shop-online.co.uk with your order number and reason for return. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You will be responsible for paying for your own return shipping costs. Return shipping fees will be deducted from your refund:

Small parcels (2kg or under): £3.50

Large parcels (2kg+): £9.00

You can always contact us for any return question at shop@pet-shop-online.co.uk.

Non-Returnable Items

Certain types of items cannot be returned, like perishable goods (such as food) or custom products (such as special orders or personalised items). Please get in touch if you have questions or concerns about your specific item.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Any issues need to be brought to our attention within 14 days of reception of your item(s). 

We’ll require photos of any damage before we can process a return or refund.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

Unfortunately, we do not offer exchanges on any of our products.

Refunds

If your return is accepted we will send you a shipping label to attach to your parcel with instructions of where to take your return. Once we’ve received and inspected your return, we’ll let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

You will be responsible for paying for your own return shipping costs. Return shipping fees will be deducted from your refund:

Small parcels (2kg or under): £3.50

Large parcels (2kg+): £9.00