Refund policy

At The Pets Pantry, we want you and your pets to be fully satisfied with every purchase. Our aim is to provide a clear, fair, and simple returns process in line with UK consumer protection regulations.

1. Return Eligibility & 30-Day Policy

You may request a return within 30 days of delivery.

To be eligible for a return:

Condition
Items must be unused, unopened, and in their original condition

Packaging
All original packaging must be intact, including seals where applicable

Proof of Purchase
A valid order number or receipt is required

Please note that certain items cannot be returned due to hygiene and pet safety reasons.

2. Non-Returnable Items

For hygiene, health, and safety reasons, we cannot accept returns on:

Opened pet food or treats
Opened supplements or grooming products
Used pet beds, carriers, or pet clothing
Flea, worming, or health treatment products
Perishable goods
Gift cards
Clearance or final sale items
Customised or personalised products

These policies help protect the health and wellbeing of all animals.

3. How to Start a Return

To request a return, please follow these steps:

Step 1
Email us at support@thepets-pantry.co.uk with your order number and reason for return

Step 2
If the item is damaged, faulty, or incorrect, include clear photos of the product and packaging

Step 3
Wait for return authorisation from our support team
Returns sent without prior approval may not be accepted

4. Fees & Refunds

Restocking Fees
We do not charge any restocking fees

Return Shipping Costs
If you change your mind, you are responsible for return postage
If the item is damaged, faulty, or incorrect, we will cover the return shipping cost

Refund Processing
Once your return is received and inspected, approved refunds will be issued to your original payment method within 5 to 7 working days

5. Damaged or Incorrect Items

If your order arrives damaged or incorrect, please contact us within 3 days of delivery.
We will arrange a replacement or a full refund at no additional cost.