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Returns & Refunds
Shop with confidence at Pets Foods
We want you and your pet to be completely happy with your purchase.
If you’re not satisfied, our returns process is simple and hassle-free.
- Free UK ReturnsEasy and convenient process
- 30 Days Return PolicyHassle-free returns
- Money Back GuaranteeYour satisfaction matters
Our Return Process
Returns are quick and easy. Follow these simple steps:
- 1
Request a Return
Log in to your account and start a return request.
- 2
Print Return Label
Use our pre-paid return label (where available).
- 3
Send Your Item
Pack your item securely and send it back to us.
- 4
We Inspect
Once received, we will inspect your return within 3–5 working days.
- 5
Refund Issued
Your refund will be processed to your original payment method.
Return Conditions
- Items must be returned within 30 days of delivery.
- Products must be unused, unopened and in original packaging.
- Food items can only be returned if unopened and sealed.
- Items must be in a resalable condition.
- Please include your order number with the return.
Non-Returnable Items
For health and safety reasons, we cannot accept returns on the following items:
- Opened pet food, treats or supplements
- Opened veterinary prescription diets
- Hygiene products (e.g. grooming, cleaning items)
- Perishable or temperature-sensitive items
- Custom or personalised products
- Items marked as non-returnable
Refund Information
- Refunds are issued to the original payment method.
- Please allow 3–5 working days for processing after we receive your return.
- Shipping costs are non-refundable (unless the item is faulty or incorrect).
- If your item was part of a promotion, the refund will reflect the value actually paid.
- You will receive an email confirmation once your refund has been processed.
Frequently Asked Questions
How do I return an item?
Sign in to your account, open the order and choose Request a Return. Follow the steps to print your label, then drop the parcel off.
How long do I have to return a product?
You have 30 days from the date of delivery to request a return.
Do I have to pay for return shipping?
Free UK returns apply where a pre-paid label is available. If the item is faulty or incorrect, we always cover the cost.
When will I receive my refund?
Once your return arrives we inspect it within 3–5 working days, then refund your original payment method. Your bank may take a few more days to show it.
Can I exchange an item?
We don’t offer direct exchanges. Return the item for a refund and place a new order for the product you’d like.
What if my item is faulty or damaged?
Contact us within 48 hours of delivery with your order number and a photo. We’ll arrange a replacement or full refund, including shipping.
- Free UK DeliveryOn orders over £39
- Easy Returns30 day return policy
- Secure Payment100% secure checkout
- Dedicated Support0333 355 0555
Mon - Fri 9am - 6pm
