Refund policy
Returns & Refunds Policy
We want you to be completely satisfied with your purchase. Please review the information below regarding returns, refunds, and your legal rights.
1. Returns
We offer a 30-day return policy, meaning you may request a return within 30 calendar days of receiving your order.
To qualify for a return, items must be:
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In the same condition as received
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Unused and unworn
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In original packaging
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With all original tags and labels
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Accompanied by a valid proof of purchase
To initiate a return, please email us at support@thebestforpets.co.uk within the 30-day window.
After your request is reviewed and approved, we will provide return instructions. In some cases, a prepaid return shipping label may be provided.
Important: Returns must be authorised in advance. Items sent without prior approval may not be accepted.
Note: A verified return address will be provided upon approval of your return request, in accordance with our return process.
2. Faulty or Damaged Items
Please inspect your order upon delivery. If your item is defective, damaged, or incorrect, contact us within 48 hours at support@thebestforpets.co.uk.
In accordance with the Consumer Rights Act 2015, you may be entitled to:
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A full refund if reported within 30 days
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A repair or replacement if reported within 6 months
We will cover return shipping costs for faulty, damaged, or incorrect items.
3. Non-Returnable Items
The following items cannot be returned unless defective:
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Perishable goods (e.g., food, flowers, plants)
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Custom-made or personalised items
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Personal care products
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Hazardous materials or flammable liquids/gases
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Gift cards
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Sale or clearance items
If you're unsure whether an item is eligible for return, feel free to contact us before purchasing.
4. Exchanges
We do not offer direct exchanges. To obtain a different item, please follow the return process above and place a new order separately once your refund has been processed.
5. Right to Cancel (UK & EU Consumers)
If you're a consumer in the United Kingdom or European Union, you have the legal right to cancel your order within 14 days of receiving it, without providing a reason.
To cancel, notify us by email at support@thebestforpets.co.uk within 14 days. You then have another 14 days to return the goods.
Returned items must be in original condition as outlined above. Unless the item is faulty or incorrect.
6. Refunds
Once we receive and inspect your return, we’ll let you know if the refund is approved.
If approved, a refund will be issued to your original payment method within 10 business days.
Your bank or payment provider may take additional time to process the refund.
If more than 15 business days have passed since approval and you haven’t received your refund, please contact us at orders@thebestforpets.co.uk.
7. Contact Us
For all return, refund, or cancellation enquiries:
support@thebestforpets.co.uk
Returns should be sent to our registered business address:
The Best For Pets
89 Stanton Road
Leicester
LE9 4FR
United Kingdom
This policy is in accordance with consumer protection laws and does not affect your statutory rights.