Refund policy

At The Pet Pantry, we aim to ensure a clear and straightforward return process. This policy outlines the conditions under which returns and refunds are accepted.

1. Return Eligibility & 30-Day Window

You may request a return within 30 days of receiving your order.

To be eligible for a return:

  • Condition: Items must be unused, unworn, and in the same condition as received
  • Packaging: Items must be returned in original packaging, including any tags, labels, or accessories
  • Proof of Purchase: A valid order number or receipt is required

Certain items are not eligible for return due to hygiene and safety considerations.

2. Non-Returnable Items

The following items are not eligible for return:

  • Opened pet food or treats
  • Opened grooming or hygiene products
  • Used pet beds, carriers, or pet clothing
  • Flea or health-related treatment products
  • Perishable goods
  • Gift cards
  • Clearance or final sale items
  • Customised or personalised products

3. How to Start a Return

To request a return:

  1. Email support@the-petpantry.co.uk with your order number and reason for return
  2. If applicable, include clear photos of the item and packaging (for damaged, faulty, or incorrect items)
  3. Wait for return authorisation before sending the item back

Returns sent without prior approval may not be accepted.

4. Fees & Refunds

  • Restocking Fees: No restocking fees apply
  • Return Shipping Costs:
    • Customers are responsible for return shipping costs for standard returns
    • Return shipping costs are covered if the item is damaged, faulty, or incorrect
  • Refund Processing:
    Once the returned item is received and inspected, approved refunds are 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.

We will review the issue and arrange a replacement or refund where applicable.

6. Contact Information

Store Name: The Pet Pantry
Address: 17 Collingwood Rd, Northampton NN1 4RD, United Kingdom
Phone: +44 7729638046
Email: support@the-petpantry.co.uk

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

Order Cut-Off Time: 5:00 PM (GMT)