Returns & Refunds
Not quite right? We make returns simple. Here's everything you need to know about sending goods back and receiving your refund.
Contact Us
Report any issue or dissatisfaction within 48 hours of receiving your order. Use our contact form or call 01948 668100.
Send It Back
Return goods unused and in their original, resaleable condition within 14 working days. You bear the cost of return postage.
Get Refunded or Exchanged
We'll process your refund or exchange within 14 days of receiving the returned goods — back to your original payment method.
Ordered in Error — Exchange
Return the goods in an unused, resaleable condition within 14 working days and we will exchange them where possible, adjusting for any price difference.
Please note that an additional standard postage charge applies for shipping the exchanged goods back to you.
Ordered in Error — Refund
Return the goods unopened and in a resaleable condition within 14 working days and the full product price will be refunded.
Delivery charges may not be refunded unless the error was ours.
If We Made a Mistake
If Petcetera etc has made an error in shipping your order, we will rectify it as soon as possible and refund any return carriage charges you incur.
Please examine your order immediately upon receipt and contact us within 48 hours if there is any problem or dissatisfaction.
Your 14-Day Cancellation Rights
As a distance contract, you have the right to cancel within 14 days of receiving your goods without giving any reason (with the exceptions noted below).
How to Cancel
Send a clear written statement of your decision to cancel. You can use our contact form at petcetera.co.uk/contact. We will acknowledge receipt by email without delay.
Refund Timing
We will refund you within 14 days of receiving the goods back, or from the day you provide evidence of return. Refunds go back to your original payment method with no fees charged to you.
Deductions
We may deduct from your refund any reduction in value caused by handling beyond what is needed to assess the goods — for example, if the product has been used and is no longer resaleable.
Exceptions
Cancellation rights do not apply to goods made to your specification, clearly personalised items, or goods that expire or deteriorate rapidly.
Where to Return Goods
Please send returned goods to the address below. Goods must be received within 14 days of notifying us of your cancellation or return request. Return postage costs are your responsibility unless the error was ours.
Petcetera etcBradeley Green
Tarporley Road
Whitchurch, Shropshire
SY13 4HD
Need help with a return?
Our team is available Mon–Sat 8:30am–5pm, Sun 10am–4pm.
