Refund policy

 

Return and Refund Policy

Your satisfaction is our priority. Please read our policy carefully for information regarding your consumer rights.

General Policy & 14-Day Cooling-Off Period

In compliance with UK Consumer Contracts Regulations, you have the right to cancel your order and return products for a refund, even for a change of mind. You must notify us of your intention to return an item within 14 days of receiving your order.

Once you have notified us, you have a further 14 days to return the item to us. Please ensure the product is returned in its original condition, unused, and in its original packaging.

Return Conditions

To qualify for a standard return or exchange, the following conditions must be met:

  • The return request must be made within 14 days of receiving the product.
  • The item must be dispatched back to us within 14 days of the return request.
  • The item must be unused, in the same condition you received it, and in its original packaging.
  • Certain items, such as perishable pet food or items unsealed after delivery that cannot be returned for health and hygiene reasons, may be exempt from returns unless faulty.

 

Faulty or Defective Items

Under the UK Consumer Rights Act, if your product is faulty, defective, or not as described, you are entitled to a full refund if you notify us within 30 days of receipt. If an issue arises after 30 days, please contact us immediately so we can arrange a suitable repair, replacement, or partial refund.

Exchange Policy

We currently do not offer direct exchanges for change-of-mind purchases. If you wish to change an item, please return the original product for a refund and place a new order. If you receive a defective or incorrect product, contact us immediately so we can send a replacement.

Refund Process

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be processed and credited to your original payment method within 14 days of us receiving the returned item.

If your return is denied, we will notify you within 3 business days with the reason.

How to Contact Us for Returns

If you wish to return a product, please reach out to our support team at:

Email: support@petfoodmart.co.uk

Please include your order number, photos of the product if defective, and a brief explanation of the issue. We aim to respond within 24 hours.

Thank you for shopping with PetFoodMart. Your satisfaction is our priority.

Pet Food Mart UK is a trading name of UZMA QASIM LTD

Company Registration Number: 16856550

Registered Office Address: 128 City Road, London, EC1V 2NX, United Kingdom