Refund policy
Refund Policy
30-Day Return Policy We have a 30-day return policy, which means you have 30 days after receiving your item to request a refund or replacement.
How to Request a Refund or Replacement Simply contact us at hello@purelypetshop.co.uk with your order number and photo or video showing the issue. We do not require you to return the item- simply contact us and we'll arrange a refund or replacement at no cost to you. You will not be charged for return shipping.
Damaged, Defective, or Incorrect Items Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or incorrect. We'll make it right at no extra cost to you.
Non-Returnable Items Certain items cannot be refunded, including perishable goods, custom or personalised products, and opened or used grooming and personal care products (for hygiene reasons). If you're unsure whether your item is eligible, please contact us at hello@purelypetshop.co.uk before returning. Sale items and gift cards are also non-refundable.
Exchanges We do not offer direct exchanges. If you need a different item, please request a refund and place a new order.
Refunds Once your request is approved, you'll be refunded to your original payment method within 10 business days. Please allow additional time for your bank to process the payment. If more than 15 business days have passed since approval, contact us at hello@purelypetshop.co.uk.
UK & EU — 14-Day Cancellation Right If your order is being shipped to the United Kingdom or the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification. To exercise this right, please contact us at hello@purelypetshop.co.uk within 14 days of delivery. Refunds will be processed to your original payment method within 10 business days of cancellation approval.
Contact Us For any questions about returns or refunds, please contact us:
Purely Pets: hello@purelypetshop.co.uk
Tel: 01494 211577
16 Oakridge Road,High Wycombe, Buckinghamshire HP11 2PF, United Kingdom.