Refund policy
At The Pet Pantry, we want you and your pets to be completely satisfied with every purchase. Our goal is to provide a fair, clear, and simple return process in line with UK and USA consumer protection standards.
1. Return Eligibility & 30-Day Window
You may request a return within 30 days of delivery.
To be eligible for a return, the following conditions must be met:
Condition
Items must be unused, unopened, and in their original condition.
Packaging
Original packaging must be intact, including seals where applicable.
Proof of Purchase
A valid order number or purchase receipt is required.
For hygiene and pet safety reasons, some products cannot be returned.
2. Non-Returnable Pet Products
For hygiene, health, and safety reasons, we cannot accept returns on:
- Opened pet food or treats
- Opened supplements or grooming products
- Used pet beds, carriers, or pet clothing
- Flea, worming, or health treatment products
- Perishable goods
- Gift cards
- Clearance or final sale items
- Customised products
These policies help protect the health and safety of all animals.
3. How to Start a Return
To request a return, please follow these steps:
Step 1
Email us at support@thepet-pantry.co.uk with your order number and the reason for the return.
Step 2
If the item is damaged, faulty, or incorrect, please include clear photos of the product and packaging.
Step 3
Wait for return authorisation from our support team. Items sent without approval may not be accepted.
4. Fees & Refunds
Restocking Fees
We do not charge restocking fees.
Return Shipping Costs
United Kingdom Orders
If you change your mind, you are responsible for return shipping costs.
If the item is damaged, faulty, or incorrect, The Pet Pantry will cover the return shipping cost.
United States Orders
We offer free returns for eligible orders shipped within the United States.
If the item is damaged, faulty, incorrect, or eligible for return within the return period, return shipping costs will be covered by The Pet Pantry.
Refund Processing
Once the returned item is received and inspected, approved refunds will be issued to the original payment method within 5–7 business days.
5. Damaged or Incorrect Items
If your order arrives damaged or incorrect, please contact us within 3 days of delivery. Our team will arrange a replacement or a full refund at no additional cost.
6. Contact Information
If you have any questions regarding returns or your order, please contact our support team.
Store Name: The Pet Pantry
Company Name: THE PET PANTRY LIMITED
Company Number: 8109353
Business Address:
30 Churchill Shopping Centre, Dudley, DY2 7BJ, United Kingdom
Phone: +44 01384257725
Email: support@thepet-pantry.co.uk
Customer Service Hours (GMT UTC+0):
Monday – Friday 9:00 AM – 5:00 PM
Order Cut-Off Time:
5:00 PM (GMT UTC+0)