Refund policy

Returns & Refunds

14-day return window

You may request a return within 14 days of receiving your order. Eligible products must be unused, unopened, sealed where applicable, and in their original packaging with proof of purchase.

Food and hygiene products

Opened pet food, treats, supplements and hygiene products are not eligible for change-of-mind returns. This does not prevent you from reporting a damaged, defective, expired or incorrect item.

Damaged, defective or wrong items

Inspect your order on arrival and contact us as soon as possible if an item is damaged, defective, expired or different from what you ordered. Send your order number and clear photographs of the item and packaging so we can assess the issue and arrange an appropriate replacement or refund.

How to request a return

Email supportpetsmart@gmail.com or call 0300-6303944 / 0310-6953944. Include your order number, the item and the reason for the return. Contact us before sending an item back; we will confirm eligibility, the return address and any return-shipping arrangements. Do not send returns to the store without instructions from our team.

Refunds and exchanges

We will notify you after reviewing your request and inspecting any returned item. Approved refunds are arranged through the original payment method where available. For COD orders, we will agree a suitable refund method directly with you. We will confirm the expected processing time when the refund is approved. Exchanges depend on stock availability.

Cancellations

Contact us promptly if you want to cancel an order. We can review a cancellation before dispatch. Once an order is dispatched, the return process applies.