Refund policy

At Petworld, we want every customer to feel confident and satisfied when shopping with us. This Returns & Refund Policy explains how return requests, exchanges, and refunds are handled when you purchase from our store or website.

Returns

You may request a return within 30 days from the date your order is delivered.

To qualify for a return, the item must:

  • Be unused and in the same condition as when you received it

  • Be returned with its original packaging where reasonably possible

  • Include all original parts, accessories, manuals, and labels where applicable

  • Be suitable for resale unless the item is faulty or not as described

Items that are returned used, damaged, incomplete, or in an unsellable condition may not be accepted for a refund.

Non-Returnable Items

Some products may not be eligible for return. These may include:

  • Items clearly marked as final sale or non-returnable

  • Gift cards or vouchers

  • Personalised, customised, or made-to-order items where applicable

  • Items that cannot be returned for hygiene or safety reasons, unless faulty

If you are unsure whether your item can be returned, please contact us before sending it back.

How to Request a Return

To start a return request, please contact us and provide the following information:

  • Your order number

  • The item you would like to return

  • The reason for the return

  • Any relevant photos if the item is damaged, faulty, or incorrect

Contact details:

Email: contact@petworldstore.co.uk
Phone: +44 16 9165 9942

Once your return request has been reviewed and approved, we will provide instructions on how and where to send your item.

Return Shipping

Customers are responsible for return shipping costs unless the item received is faulty, damaged, incorrect, or not as described.

We recommend using a tracked and insured delivery service when returning items. Petworld is not responsible for returned parcels that are lost, delayed, or damaged in transit.

Damaged, Faulty, or Incorrect Items

If your order arrives damaged, defective, incorrect, or not as described, please contact us as soon as possible after delivery.

We may ask you to provide photos or further details so that we can review the issue. Where appropriate, we will arrange a replacement, repair, refund, or other suitable solution.

Refund Processing

After we receive and inspect your returned item, we will let you know whether your refund has been approved.

If approved:

  • The refund will be issued to your original payment method

  • Refund processing times may vary depending on your bank or payment provider

  • Delivery charges may only be refunded where required by law or where the return is due to our error

Please allow several business days for the refunded amount to appear in your account after it has been processed.

Exchanges

If you would like to exchange an item, please contact us first so we can check product availability.

If the requested replacement item is unavailable, we may offer an alternative product, store credit, or a refund where appropriate.

Late or Missing Refunds

If your refund has been approved but has not appeared in your account, please:

  • Check your bank account again

  • Contact your bank or card provider

  • Allow additional processing time, as some providers may take longer to complete refunds

If you have done this and still have not received your refund, please contact us.

Your Statutory Rights

This policy does not affect your statutory rights under UK consumer law. You may have additional rights where goods are faulty, not as described, or not fit for purpose.

Contact Information

If you have any questions about returns, refunds, or exchanges, please contact us:

Petworld
2 English Walls
Oswestry
SY11 2PA
United Kingdom

Phone: +44 16 9165 9942
Email: contact@petworldstore.co.uk
Website: petworldstore.co.uk