Returns & Refunds Policy

 

At Pet Planet, we want you (and your pets!) to be completely happy with your order. If something isn’t quite right, our returns process is simple and hassle-free.

 

🛒 Returns Eligibility
• Items must be returned within 30 days of delivery
• Products must be unused, in original packaging, and in resellable condition
• For hygiene reasons, certain items (e.g. bedding, grooming products, or food) can only be returned if unopened and sealed

 

💷 Refunds
• Once your return is received and inspected, we’ll notify you by email
• Approved refunds will be issued to your original payment method within 5–7 business days
• Shipping fees are non-refundable unless the item was faulty or incorrect

 

🔄 Exchanges
• Need a different size or colour? Simply return the item and place a new order
• This ensures the fastest turnaround and stock availability

 

⚠️ Damaged or Incorrect Items
If your item arrives damaged or you receive the wrong product:
• Contact us within 48 hours of delivery
• Email support@petplanet.org.uk with your order number and clear photos
• We’ll arrange a replacement or refund at no extra cost

 

📦 How to Return an Item

1. Email us at support@petplanet.org.uk with your order number

2. We’ll provide you with a return address and instructions

3. Pack the item securely and post it back (we recommend tracked shipping)

 

Notes
• Customers are responsible for return shipping costs (unless the item is faulty or incorrect)
• Business days exclude weekends and bank holidays
• We reserve the right to refuse returns that don’t meet the eligibility conditions