Refund & Returns Policy

At PetStockUK, we want you to be happy with your purchase. If you need to return an item, we're here to help.

This policy does not affect your statutory rights under UK consumer law.

You can find more information on how to start a return here Returns and Exchanges

30-Day Returns

We offer a 30-day returns policy for eligible items. You have 30 days from receiving your order to request a return.

To be eligible for our 30-day goodwill return policy, items should be:

-Unused and in resalable condition.

-In their original packaging where reasonably possible.

-Complete with any tags or accessories supplied with the product.

Please note that this 30-day policy does not affect your statutory rights if an item is faulty, damaged, incorrectly supplied or not as described.

Online Cancellation Rights

If you purchase an item 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 exercise this right, please contact us at returns@petstock.net and we will provide you with the appropriate return instructions.

You may inspect or handle 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, a deduction may be made from the refund where permitted by law.

How to Start a Return

Please contact us before sending an item back.

You can start your return by contacting returns@petstock.net or by contacting our customer service team through our live chat.

Once your return has been approved, we will provide you with the appropriate return instructions and return address.

Items sent back without contacting us first may not be processed.

Return Shipping

For change-of-mind returns, the cost of returning the item is the customer's responsibility unless we state otherwise.

If your item is faulty, damaged, incorrectly supplied or not as described, please contact us before returning it. Where required by law, we will cover the reasonable cost of returning the item.

Damaged, Faulty or Incorrect Items

Please inspect your order when you receive it and contact us as soon as possible if:

-Your item arrives damaged.

-Your item is defective or faulty.

-You receive the wrong item.

-The item is not as described.

Please contact us through returns@petstock.net or our live chat, and we will work with you to resolve the issue.

Your statutory rights remain unaffected.

Non-Returnable Items

Certain products may not be eligible for change-of-mind returns, including:

-Perishable goods, such as certain pet food and treats.

-Products which are legally exempt from cancellation rights.

-Gift cards.

Clearance and sale items remain subject to your statutory consumer rights.

If you are unsure whether your item is eligible for a return, please contact our customer service team before sending it back.

Exchanges

If you would like a different size, colour or product, please contact us through returns@petstock.net or our live chat.

Exchanges are subject to availability. Where an exchange is not available, we may offer a refund or other appropriate solution.

Refunds

Once we receive your returned item, we will inspect it and notify you whether your refund has been approved.

If approved, your refund will normally be issued to the original payment method.

For statutory cancellations, refunds will be provided in accordance with applicable UK consumer law.

If an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and functionality, we may make a deduction for any resulting reduction in value where permitted by law.

If you have any questions about our returns or refund policy, please contact us through returns@petstock.net or our live chat.

PetStockUK reserves the right to update this policy where necessary. Nothing in this policy affects your statutory rights.