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 resalable 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.

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Exchanges
• Need a different size or colour? Simply return the item and place a new order.
• This ensures the fastest turn around 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

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

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

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

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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.