Returns & Refunds Policy

Last updated: August 2026

We want you to be happy with your purchase. This Returns & Refunds Policy explains how returns, cancellations and refunds are handled at Petz Shop.

30-Day Return Policy

We offer a 30-day return policy, meaning you have 30 days from the date you receive your item to request a return.

To be eligible for a return, your item should generally be in the same condition in which you received it, unused and, where applicable, with tags and original packaging.

You may also be asked to provide proof of purchase.

To request a return, please contact us at:

contact@petzshops.com

Please contact us before sending any item back. Returns sent without first contacting us may not be accepted.

If your return is approved, we will provide instructions explaining how and where to return your parcel.

Your Right to Cancel

If you are purchasing as a consumer in the United Kingdom, you normally have the legal right to cancel an online order within 14 days after receiving the goods, without giving a reason, subject to certain exceptions.

After notifying us that you wish to cancel, you should return the goods in accordance with the instructions we provide.

Your statutory rights are not affected by our 30-day returns policy.

Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives.

If your item is faulty, damaged, not as described or you have received the wrong product, please contact us as soon as possible at:

contact@petzshops.com

Please include your order details and, where helpful, photographs showing the issue.

We will review the problem and arrange an appropriate solution in accordance with your consumer rights.

Non-Returnable Items

Certain products may not be eligible for return where permitted by law.

These may include:

• Perishable goods;

• Personalised or custom-made products;

• Products that cannot be returned for hygiene reasons once unsealed;

• Hazardous materials;

• Flammable liquids or gases.

If you are unsure whether your item can be returned, please contact us before sending it back.

This does not affect your legal rights where an item is faulty, damaged or not as described.

Exchanges

If you would like a different product, colour, size or variation, please contact us.

Where appropriate, the quickest option may be to return the original item and place a new order once your return has been accepted.

Return Shipping Costs

Where you are returning an item because you changed your mind, you may be responsible for the cost of returning the product unless we state otherwise.

If an item is faulty, damaged, incorrect or not as described, we will handle reasonable return costs where required by applicable law.

Refunds

We will notify you once your returned item has been received and reviewed.

If your refund is approved, it will be issued to your original payment method.

Refunds will be processed without undue delay and, where applicable, within the time limits required by UK consumer law.

Please note that your bank, card provider or payment service may require additional time to credit the funds to your account after we issue the refund.

Where required by law, the refund will also include the cost of the standard delivery option originally paid by you. Additional costs for premium or express delivery may not be refundable.

If you believe your refund is overdue, please contact us at:

contact@petzshops.com

Your Statutory Rights

Nothing in this Returns & Refunds Policy limits or excludes any rights you may have under applicable UK consumer protection law.

For faulty or misdescribed goods, you may have additional legal rights to a refund, repair or replacement.

Contact Us

If you have any questions about returns, refunds or cancellations, please contact:

Petz Shop
Email: contact@petzshops.com