Legal
Refund & Returns Policy
Last updated: June 2026
We want you (and your pets) to be happy with every purchase from PetsPlus. This Refund & Returns Policy explains when and how returns, replacements, and refunds are handled, and forms part of our Terms of Use. By placing an order with PetsPlus you agree to the terms set out below.
1. Return Window
Eligible products may be returned within 7 to 14 days of delivery, provided they are unused, undamaged, in their original and unopened packaging, with all tags, accessories, and free gifts included, and accompanied by valid proof of purchase. Returns requested after this window may be declined at our discretion.
2. Non-Returnable Items
For health, safety, and hygiene reasons, certain items cannot be returned or refunded unless they arrive damaged, defective, or incorrect. These include opened or used pet food, treats, and consumables; medicines, supplements, and healthcare products; opened grooming and hygiene products; perishable goods; personalised or made-to-order items; and gift cards. Live animals, where offered, are non-returnable.
3. Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or is not what you ordered, please contact us within 48 hours of delivery. We will offer a replacement, exchange, or refund at our discretion. We may request photos of the item and packaging, or ask you to return the product for inspection, before approving a resolution. Where the issue is due to our error, we will cover the cost of return.
4. Order Cancellations
You may request to cancel an order before it has been dispatched. Once an order has been dispatched or delivered, it is subject to the return terms above. We reserve the right to cancel any order in accordance with our Terms of Use; where we cancel a paid order, you will receive a full refund.
5. Refund Method & Timeframe
Approved refunds are issued to the original payment method used at checkout. Once your return is received and inspected, we will notify you of the outcome and process approved refunds within a reasonable timeframe; the time for the amount to appear in your account depends on your bank or payment provider. Original delivery and shipping fees are non-refundable except where the return is due to our error.
6. Return Shipping
Unless the return is due to a damaged, defective, or incorrect item, the cost of return shipping is the responsibility of the customer. We recommend using a trackable method, as we cannot be responsible for items lost in transit during return. Where applicable, we will arrange collection or advise a drop-off location.
7. Services & Bookings
Refunds and rescheduling for bookable services (such as grooming or home services) are handled according to the cancellation terms notified at the time of booking. Missed appointments or cancellations made with insufficient notice may not be eligible for a refund.
8. How to Request a Return or Refund
To request a return or refund, contact our customer support team with your order number, the item details, and a brief description of the issue (including photos where relevant). Our team will review your request, confirm eligibility, and guide you through the next steps, arranging collection or drop-off where applicable.
9. Changes to This Policy
We may update this Refund & Returns Policy from time to time. Any changes will be posted on this page with an updated "Last updated" date and apply to orders placed after publication.