Refund policy

At The Pet Pantry, we want you and your pets to be completely satisfied with every purchase. Our goal is to provide a fair, clear, and simple return process in line with UK consumer protection regulations.


1. Return Eligibility & 30‑Day Window

You may request a return within 30 days of delivery.

To be eligible for a return, the following conditions must be met:

Condition

Items must be unused, unopened, and in their original condition.

Packaging

Original packaging must be intact, including seals where applicable.

Proof of Purchase

A valid order number or purchase receipt is required.

For hygiene and pet safety reasons, some products cannot be returned.


2. Non‑Returnable Pet Products

For hygiene, health, and safety reasons, we cannot accept returns on:

  • Opened pet food or treats

  • Opened supplements or grooming products

  • Used pet beds, carriers, or pet clothing

  • Flea, worming, or health treatment products

  • Perishable goods

  • Gift cards

  • Clearance or final sale items

  • Customised products

These policies help protect the health and safety of all animals.


3. How to Start a Return

To request a return, please follow these steps:

Step 1

Email us at support@thepet-pantry.uk with your order number and the reason for the return.

Step 2

If the item is damaged, faulty, or incorrect, please include clear photos of the product and packaging.

Step 3

Wait for return authorisation from our support team. Items sent without approval may not be accepted.


4. Fees & Refunds

Restocking Fees

We do not charge restocking fees.

Return Shipping Costs

  • If you change your mind, you are responsible for return shipping costs.

  • If the item is damaged, faulty, or incorrect, The Pet Pantry will cover the return shipping cost.

Refund Processing

Once the returned item is received and inspected, approved refunds will be issued to the original payment method within 5–7 business days.


5. Damaged or Incorrect Items

If your order arrives damaged or incorrect, please contact us within 3 days of delivery. Our team will arrange a replacement or a full refund at no additional cost.


6. Contact Information

If you have any questions regarding returns or your order, please contact our support team.

Store Name: The Pet Pantry

Company Name: THE PET PANTRY LIMITED

Company Number: 8109353

Business Address: 30 Churchill Shopping Centre, Dudley, DY2 7BJ, United Kingdom

Phone: +44 01384257725

Email: support@thepet-pantry.uk

Customer Service Hours (GMT UTC+0): Monday – Friday 9:00 AM – 5:00 PM

Order Cut‑Off Time: 5:00 PM (GMT UTC+0)