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Delivery, Returns & Refunds Policy

🐾 Delivery, Returns & Refunds Policy

Welcome to UK PET HOUSE – your trusted one-stop shop for pet supplies in the United Kingdom. We deliver free of charge to all locations across the UK without minimum order, making it easier and more affordable to shop for your pets.

🚚 Delivery Information

We deliver to all areas within the United Kingdom.

  • Delivery timeframe: Orders typically arrive within 7–10 business days from dispatch.

  • Tracking: You will receive a tracking number via email once your order has shipped. Please allow up to 72 hours for tracking to update.

🔁 Return & Refund Policy

We aim to make returns easy and hassle-free for all our UK customers.

✅ Summary

  • Return window: Within 14 days of delivery

  • Return method: By mail using a prepaid Royal Mail label

  • Return shipping cost: Free

  • Refund methods: store credit, or the original payment method used at checkout.

  • Exchanges: Not offered at this time

📦 Accepted Return Scenarios

You may request a return or refund if:

  1. Change of Mind
    Items may be returned within 14 days if unused and in original packaging.

  2. Delayed Orders
    If your order is not delivered within 30 days of dispatch, you may request a full refund.

  3. Tracking Shows Delivered, But You Didn't Receive It
    You must provide a non-delivery certificate from your local post office.

  4. Tracking Status Shows ‘Alert’
    Common issues:

    • Incorrect or insufficient address

    • Unknown recipient

    • Unclaimed package

    • Unsafe delivery location

    • Customs clearance failure

  5. Damaged or Defective Items

    • Full refund for severely damaged or faulty items

    • Cosmetic/packaging damage is not eligible

    • Must be reported within:

      • 4 days for standard products

      • 7 days for electronics

  6. Incorrect or Missing Items

    • Wrong item: Full refund

    • Wrong colour/size (but functional): Partial refund

    • Missing parts: We will resend the missing items

    • Photo or video evidence required

  7. Order Cancellation
    If your order hasn’t shipped yet, you may cancel it and receive a full refund.

📩 How to Request a Return or Refund

Please contact our customer support team and include:

  • Your order number

  • A brief explanation of the issue

  • Photo or video proof (if applicable)

Once approved, we will send you a free prepaid Royal Mail return label with instructions.

🏢 Return Address

UK PET HOUSE – Returns Department
17 Priory Close
Blackburn
BB1 3LW
United Kingdom

💳 Refund Timeline

    • PayPal: Refunds are processed within 1–5 business days.

    • Original Payment Method: Refunds are processed within 3–10 business days depending on your bank or provider.

  • Store Credit: Issued within 1 business day (store credit does not expire)
    Refund status can be tracked via your My Orders page.

⚠️ Important Notes

⏰ Return Request Deadline

All return requests must be submitted within 14 days of receiving your order.
We cannot accept disputes once an order is closed or tracking has expired.

🔒 Data Privacy

All returns and refund requests are handled in accordance with our Privacy Policy. Your data is processed securely and only for return-related purposes.

🌪 Force Majeure

We are not liable for shipping delays or losses due to events beyond our control (e.g. natural disasters, strikes, customs delays).

❌ Non-Returnable Items

We cannot accept returns for:

  • Used products

  • Opened items not in original condition

  • Personal preference (if used)

  • Incorrect address submitted by the customer

  • Tracking deleted by the courier