Returns
At Pets Pantry NW Ltd, we do our best to ensure all prices, product descriptions, and offers are accurate and up to date. However, these may be subject to change without notice. All product images on our website are for illustration purposes only, delivered goods may vary slightly in appearance.
We understand that sometimes things don’t work out. If you change your mind, you have the right to cancel your order at any time from placing it up to 14 calendar days after receiving your items, in accordance with the Consumer Contracts Regulations 2013.
To cancel, simply contact us in writing, either by email orders@pets-pantry.com or through our contact form, stating your order number and date of purchase. Once confirmed, you’ll have a further 14 days to return the goods to us at your own cost. Refunds for cancelled orders will be processed within 14 days of us receiving the returned goods and will exclude the original delivery charge unless the item was faulty or sent in error.
Returned items must be unused, in their original packaging, and in a resaleable condition. If any items are returned used, damaged, or without packaging or tags, we reserve the right to deduct reasonable costs for cleaning, repackaging, or repair in order to return the product to saleable condition.
Should any item arrive damaged, faulty, or not as described, please notify us within 48 hours of delivery, quoting your order number and providing photographs if possible. Please return the item using a recorded delivery service. Once confirmed, we’ll either send a replacement or offer a full refund, including any delivery charges.
We regret that we cannot accept returns on part-opened or used foods, veterinary items, or personalised products (such as engraved pet tags), unless the product is faulty.
If you're considering a return, we recommend holding on to original packaging and labels until you're certain the item is suitable, as goods returned without these may incur a reduced refund.
This policy applies to orders delivered within Mainland UK only.
Nothing in this returns policy affects your statutory rights.
Pets Pantry NW Ltd
45 London Road
Stockton Heath
Warrington
Cheshire WA4 6SG
