Return Policy

Thank you for shopping at The Pet Promise, your satisfaction is our priority. We understand that sometimes you may need to return a product, and we are here to assist you with our return policy. Please read the following guidelines carefully before initiating a return:

  1. Eligibility for Returns:

a. We accept returns on most products within 30 days from the date of purchase, provided they meet the following criteria:

  • The item is unused, undamaged, and in its original packaging.
  • All tags, labels, and accessories are intact and attached.
  • The product is not listed as a non-returnable item (e.g., perishable goods, personalized items, etc.).

b. Please note that certain items, such as intimate or hygiene-related products, may be exempt from returns due to health and safety reasons, unless they are faulty or damaged upon arrival.

  1. Return Process:

a. To initiate a return, please follow these steps:

  • Contact our customer support team within the specified return period, by email at admin@thepetpromise.co.uk , or you can call our phone line to arrange. 
  • Provide your order details, including order number, product(s) you wish to return, and the reason for the return.
  • Our customer support team will guide you through the return process and provide you with a return authorization if applicable.

b. Please ensure that the product is securely packaged to prevent damage during transit. We recommend using a reputable shipping service that provides tracking and insurance for the return shipment. You will be responsible for any return shipping costs, except in cases where the item is faulty or damaged.

  1. Refunds:

a. Once we receive and inspect the returned item, we will notify you regarding the status of your refund.

b. If the returned item meets the eligibility criteria, we will process the refund in the original form of payment used for the purchase. Please note that it may take several business days for the refund to be reflected in your account, depending on your payment provider's processing time.

c. If the returned item does not meet the eligibility criteria, we reserve the right to refuse the return or deduct a restocking fee from the refund amount.

  1. Faulty or Damaged Items:

a. In the rare event that you receive a faulty or damaged item, please contact our customer support team immediately. Provide detailed information, including photos or videos, to help us assess the issue.

b. We will guide you through the return process and, upon receipt and verification of the faulty or damaged item, offer you a replacement, repair, or refund, as appropriate.

  1. Non-Returnable Items:

a. The following items are generally non-returnable unless they are faulty or damaged:

  • Perishable goods, such as food.
  • Personalized or customized items.
  • Products with sealed packaging that has been opened.
  • Items sold as final sale or clearance.
  1. Contact Us:

If you have any questions or need further assistance regarding our return policy, please contact our customer support team using the information provided on our Contact Us page.

Please note that our return policy is subject to change without prior notice. We recommend reviewing the policy periodically to stay informed about any updates.

Thank you for choosing The Pet Promise. We appreciate your understanding and cooperation.