Refund policy

At PetPlanet, we want you (and your pets) to be completely happy with every purchase. If something isn’t right, we’ll make it simple to put right.

Returns & Exchanges

  • You may return most new, unopened items within 28 days of delivery for a full refund or exchange.

  • Items must be in their original condition and packaging.

  • For hygiene and safety reasons, we cannot accept returns on perishable goods (such as food or treats), personalised items, or opened health products unless they are faulty.

Faulty or Incorrect Items

If your order arrives damaged, faulty, or not what you ordered, please contact us within 7 days of delivery. We’ll arrange a replacement or refund at no extra cost to you.

How to Return

  1. Email our team at info@petplanet.co.uk with your order number and details of the item(s) you’d like to return.

  2. We’ll provide you with return instructions.

  3. Send the item(s) back to us securely packaged.

  4. Once received, we’ll process your refund or exchange within 5–7 working days.

Refunds

  • Refunds are issued to your original payment method.

  • Delivery charges are non-refundable (unless the return is due to our error).

  • If you used a promotional code or voucher, refunds will reflect the discounted amount you paid.

Subscriptions

Subscription orders can be paused, skipped, or cancelled at any time before the next order is processed. If a subscription order has already shipped, it follows the same return rules above.