Welcome to UK PET HOUSE – your trusted one-stop shop for pet supplies in the United Kingdom. We offer free delivery across the UK with no minimum order, making it easy and affordable to shop for your pets.
🚚 Delivery Information
We deliver to all areas within the United Kingdom.
-
Processing Time: 1–3 business days
-
Delivery Time: 4–12 business days after dispatch
-
Delivery Cost: Free on all orders
📦 Tracking
Once your order has shipped, you will receive a tracking number via email.
Please allow up to 72 hours for tracking information to update.
🔁 Returns & Refunds Policy
We aim to make returns as simple and transparent as possible for our UK customers.
✅ Summary
-
Return Window: 14 days from the date of delivery
-
Return Method: By mail using any UK carrier
-
Return Shipping Cost:
-
Free returns if there is an issue with the product (damaged, defective, or incorrect)
-
Other returns may require the customer to cover return shipping
-
-
Refund Methods: Original payment method or store credit
-
Exchanges: Not offered at this time
📦 Accepted Return Scenarios
You may request a return or refund in the following cases:
Change of Mind
-
Items may be returned within 14 days if unused and in original packaging
-
Return shipping costs may apply
Delayed Orders
-
If your order is not delivered within 30 days of dispatch, you may request a full refund
Tracking Shows Delivered, But Item Not Received
-
A non-delivery certificate from your local post office or carrier may be required
Tracking Status Shows “Alert”
This may include:
-
Incorrect or insufficient address
-
Unknown recipient
-
Unclaimed package
-
Unsafe delivery location
-
Customs clearance failure
Damaged or Defective Items
-
Free return and full refund for damaged or faulty items
-
Cosmetic or packaging-only damage is not eligible
-
Must be reported within:
-
4 days for standard products
-
7 days for electronics
-
Incorrect or Missing Items
-
Wrong item received: Full refund
-
Wrong colour or size (functional): Partial refund
-
Missing parts: We will resend the missing items
-
Photo or video evidence required
Order Cancellation
-
Orders may be cancelled for a full refund if they have not yet shipped
📩 How to Request a Return or Refund
Please contact our customer support team with:
-
Your order number
-
A brief explanation of the issue
-
Photo or video proof (if applicable)
Once approved, we will provide return instructions and confirm the correct return address.
🏢 Return Address
Depending on the product, returns may be sent to one of the following locations.
We will clearly inform you which address applies before you return your item.
UK Address:
UK PET HOUSE – Returns Department
17 Priory Close
Blackburn
BB1 3LW
United Kingdom
Warehouse Address:
Warehouse of Sujia Aihua
1511 Jingang Avenue East
Jindong District
Jinhua City
Zhejiang Province
💳 Refund Timeline
-
PayPal: 1–5 business days
-
Original Payment Method: 3–10 business days (depending on your bank or provider)
-
Store Credit: Issued within 1 business day (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 return 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 delays or losses caused by events beyond our control, including natural disasters, strikes, or customs delays.
❌ Non-Returnable Items
We cannot accept returns for:
-
Used products
-
Opened items not in original condition
-
Personal preference after use
-
Incorrect address provided by the customer
-
Tracking deleted or invalidated by the courier