Refund policy

Returns

We have a 30-day return policy, which means you have 30 days from the date you receive your item to request a return.

To be eligible for a return, your item must be in the same condition as received, unused and unopened, with all tags attached, and in its original packaging. You will also need the receipt or proof of purchase.

For hygiene and safety reasons, items that have been opened, used, or tampered with may not be eligible for return, particularly pet food, treats, supplements, and other consumable pet products.

To start a return, please contact us at info@pettone.co.uk.
Once your return request is approved, we will provide instructions on how and where to send your item.
Items returned without prior approval will not be accepted.

Please note that the return address may vary depending on the item. The correct return address will be confirmed once your return request has been approved.

You can always contact us at info@pettone.co.uk for any return-related questions.

Damaged or Incorrect Items

Please inspect your order upon delivery and contact us as soon as possible if your item is defective, damaged, or if you received the wrong item.
We will assess the issue and arrange a replacement or refund where appropriate.

Non-Returnable Items

Certain items are not eligible for return, including but not limited to:

  • Pet food, treats, and supplements once opened

  • Perishable goods

  • Personalised or custom-made items

  • Items purchased on sale or at a discounted price

  • Gift cards

  • Hazardous materials, flammable liquids, or gases

If you are unsure whether your item is eligible for return, please contact us before placing your order.

Return Shipping

  • If your return is due to a faulty, damaged, or incorrect item, we will cover the return shipping cost and provide a return label.

  • For change-of-mind returns, customers are responsible for return shipping costs.

Original shipping fees are non-refundable, unless the return is due to our error.

Exchanges

The fastest way to receive a different item is to return the original item (subject to approval) and place a new order separately.

European Union – 14-Day Cooling-Off Period

If your order is shipped to an EU address, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without providing justification.

Returned items must be unused, unopened, with tags attached, and in their original packaging. Proof of purchase is required.

Please note that exceptions still apply to perishable goods and sealed items that are not suitable for return once opened, in accordance with EU regulations.

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days.
Please allow additional time for your bank or card provider to process the refund.

If more than 15 business days have passed since your return was approved, please contact us at info@pettone.co.uk.