Returns & Refunds

We want you and your pet to be happy with every order. This page explains your rights under UK law – the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015 – and how to return something.

Changed your mind? 14 days to cancel

You can cancel your order for any reason within 14 days of the day you receive it (for multi-parcel orders, from the day the last parcel arrives).
Tell us by email at admin@thepetpromise.co.uk with your order number and the items you're returning. You don't need to give a reason.
You then have a further 14 days to send the item(s) back to us.
Return postage for change-of-mind returns is paid by you. Please use a tracked service – items are your responsibility until they reach us.
Items should be unused and, where possible, in their original packaging. If an item has been used or handled more than you'd need to in a shop to check it, we may reduce the refund to reflect that.

Items we can't take back once opened

For health and hygiene reasons, the following can't be returned for a change of mind once the seal or packaging has been opened:

pet food, treats, chews and milk
supplements, medicines, flea and worming treatments
grooming, dental and hygiene products
bedding, bowls and toys that have been used

Unopened items in their original sealed packaging can be returned as normal.

Large and heavy items

Some items – such as large beds, crates, hutches and 15–20kg sacks – can't easily be sent back by normal post. Courier collection for these typically costs between £10 and £25, depending on size and weight. Contact us first and we'll tell you the cheapest way to return it.

Your refund

We refund you within 14 days of receiving the item back (or of you showing proof that you've sent it, if that's sooner).
If you return your whole order, we also refund the standard delivery charge you paid.
Refunds go back to the payment method you used.

Faulty, damaged or wrong items

If something arrives damaged, is faulty, or isn't what you ordered, we'll put it right – and we pay any return costs.

Please tell us as soon as you can – ideally within 48 hours – with your order number and a photo, at admin@thepetpromise.co.uk.
Within 30 days of delivery you're entitled to a full refund for a faulty item.
After 30 days, we'll offer a repair or replacement first; if that doesn't fix it, you can have a refund or a price reduction.
If a fault appears within 6 months, it's assumed to have been there on delivery unless we can show otherwise.
For food and treats, please keep the packaging (including the batch code and best-before date) so we can check it with the manufacturer.

None of this affects your statutory rights.

Where to send returns

Please email us before sending anything back, so we can make sure your return gets to the right place.
Returns address: The Pet Promise, 4 Smith Street, Kinross, KY13 8DD