Delivery, Returns & Refunds Policy
Welcome to UK PET HOUSE – your one-stop shop for all your pet’s needs.
All our products come with a clear and consistent delivery timeframe. Please review the Description, Dimensions, and Delivery sections on each product page before placing your order.
🚚 Delivery
We deliver to all areas in the United Kingdom. Orders typically arrive within 7–10 business days from dispatch.
You’ll receive a tracking number once your order ships. Please allow up to 72 hours for tracking to update.
🔁 Return & Refund Policy Summary
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Return window: Within 10 days of delivery
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Return method: By mail using a prepaid return label
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Return shipping cost: Free for all orders
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Refund methods: PayPal or store credit
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Exchanges: Not offered
✅ Free Returns – All Orders
We offer 100% free returns for all UK customers.
A prepaid Royal Mail return label will be provided once your return request is approved.
📦 Accepted Return & Refund Cases
You may request a return or refund within 10 days of delivery if:
1. Your Order is Delayed
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If not delivered within 30 days of dispatch, you are eligible for a refund
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For tracking marked as “Pending,” please contact your local post office
2. Tracking Says Delivered But You Didn't Receive It
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You must provide a non-delivery certificate issued and stamped by your local post office
3. Tracking Status Shows ‘Alert’
Eligible scenarios include:
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Incorrect or insufficient address
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Unknown recipient / No such number
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Package refused or unclaimed
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Unsafe delivery location
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Customs clearance failure
4. Item Arrived Damaged
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Full refund for severely damaged items
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Cosmetic/packaging damage is not eligible
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You must report damage within:
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4 days for standard products
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7 days for electronics
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5. Incorrect or Missing Items
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Wrong item received: Full refund
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Wrong colour/size (if item functions normally): Partial refund
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Missing functional parts: Full refund
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Missing accessories: We will resend the missing parts
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Photo or video proof required
6. Order Cancellations
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If cancelled before dispatch, you’ll receive a full refund
📩 How to Request a Return or Refund
Please contact our customer service team and include:
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Your order number
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A brief explanation of the issue
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Supporting photo or video evidence (if needed)
Once approved, we will email you a prepaid return label and detailed instructions.
📦 UK Return Address
UK PET HOUSE – Returns Department
17 Priory Close
Blackburn
BB1 3LW
United Kingdom
💳 Refund Method & Timeline
Refunds are issued via:
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PayPal – processed within 1–5 business days
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Store credit – issued within 1 business day (does not expire)
Refund status can be tracked via your My Orders page.
⚠️ Important Notes
⏰ Dispute Deadline
All requests must be submitted within 10 days of receiving your order.
Disputes cannot be accepted once an order is closed or if tracking has expired.
🌪 Force Majeure
We are not responsible for delays or losses caused by uncontrollable events (e.g., natural disasters, strikes, customs issues).
❌ Not Eligible for Returns
We do not accept returns for:
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Change of mind or personal preference
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Product smell or color variation
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Customer ordering error
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Incorrect shipping address submitted by customer
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Tracking information deleted by the courier