Returns and Exchanges
Returns & Exchanges Policy
At PetStockUK, we want you to be completely satisfied with your purchase. If you are unhappy with your order, we are here to help.
This policy explains our returns and exchanges process. Nothing in this policy affects your statutory rights under UK consumer law.
1. Our 30-Day Returns Policy
In addition to your statutory rights, we offer a 30-day returns period for eligible products.
To qualify for our 30-day goodwill return policy, the product should be:
-Returned within 30 days of delivery.
-Unused and in resalable condition.
-Returned with its original packaging where reasonably possible.
Return postage for a change-of-mind return is the customer's responsibility unless we have agreed otherwise.
This 30-day policy does not limit or replace your statutory rights where an item is faulty, damaged, incorrectly supplied or not as described.
2. Change-of-Mind Returns
If you purchase a product from us online, you generally have the right to cancel your order within 14 days of receiving the goods without giving a reason.
After notifying us that you wish to cancel, you normally have a further 14 days to return the goods to us.
You may also be eligible for our extended 30-day returns policy described below.
Returned products should be in a condition that allows us to resell them. You may handle or inspect an item to the extent reasonably necessary to establish its nature, characteristics and functionality. If an item has been handled beyond what is reasonably necessary and its value has been reduced, we may be entitled to make an appropriate deduction from the refund where permitted by law.
3. Faulty, Damaged or Incorrect Items
If your item is faulty, damaged, defective, not as described, or you have received the wrong product, please contact us as soon as possible.
Your statutory rights may entitle you to a repair, replacement, price reduction or refund depending on the circumstances and the timing of the issue.
Where an item is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract, we will provide appropriate instructions for returning the item and will cover reasonable return costs where required by law.
Please contact us before returning a faulty, damaged or incorrect item so that we can provide the appropriate return instructions.
4. How to Request a Return
To request a return or exchange, please contact:
Please use the following format:
Subject: Return Request – Order Number [ORDER NUMBER]
First and Second Name:
Email Address:
Order Number:
Product Name:
Product Colour: [Only required where applicable]
Product Size: [Only required where applicable]
Number of Items to be Returned:
Reason for Return:
Additional Comments:
The reason for return and additional comments may be left blank for a standard change-of-mind return.
Once we receive your request, we will provide you with the appropriate return instructions and return address.
Please do not send your item to an address found elsewhere on our website or to our business address unless we specifically instruct you to do so.
5. Packaging and Sending Your Return
Please package your return securely so that it is protected during transit.
Where possible, please use the original packaging. If the original packaging is unavailable, please use suitable protective packaging to prevent damage during delivery.
We recommend obtaining proof of postage and retaining it until your return has been processed.
6. Exchanges
If you would like to exchange an eligible item for a different size, colour or product, please contact us at:
Please use the following format:
Subject: Exchange Request – Order Number [ORDER NUMBER]
First and Second Name:
Email Address:
Order Number:
Product Name:
Product Colour: [Only required where applicable]
Product Size: [Only required where applicable]
Number of Items to be Exchanged:
Reason for Return:
New Product Name:
New Product Colour: [Only required where applicable]
New Product Size: [Only required where applicable]
Number of New Items Required:
Exchanges are subject to product availability. If the requested replacement is unavailable, we will contact you to discuss the available options.
7. Refunds
Once we receive your returned item, we will inspect it and confirm whether the return qualifies for a refund.
Where a refund is approved, it will normally be made to the original payment method.
For statutory cancellations, refunds will be provided in accordance with applicable UK consumer law.
If a product has been used or handled beyond what is reasonably necessary to establish its nature, characteristics and functionality, a deduction may be made where permitted by law.
8. Return Exceptions
Certain products may be excluded from the statutory right to cancel because of their nature.
These may include:
-Perishable goods, such as certain pet food or treats.
-Other products that are legally exempt from the statutory cancellation right.
Where an item is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract, these exclusions do not remove your statutory consumer rights.
Clearance or sale items are also subject to your statutory consumer rights. A reduced price does not remove those rights.
9. Your Statutory Rights
Nothing in this policy affects your rights under applicable UK consumer protection legislation.
Products supplied by PetStockUK must meet applicable legal requirements, including being as described, of satisfactory quality and fit for their intended purpose.
If a product is faulty or does not conform to the contract, you may have additional rights to a repair, replacement, price reduction or refund depending on the circumstances.
If you have any questions regarding a return, exchange or faulty product, please contact our customer service team at:
We are happy to help.