Returns & refunds

Policy draft for review. We are not taking orders for the sample products. Final return instructions, return costs and the return address must be confirmed before launch.

Changing your mind

For most goods purchased online, UK consumers can tell the seller they wish to cancel within 14 days of receiving the goods, then have a further 14 days to return them. Certain exceptions apply. This draft does not reduce your statutory rights.

Refunds

For eligible cancelled orders, refunds include the standard delivery charge. The refund is generally due within 14 days of receiving the returned goods. Handling beyond what is necessary to inspect the goods may affect the refund.

Faulty or incorrect items

Contact us if an item is faulty, damaged or different from what you ordered. Your statutory rights remain unaffected.

Contact before returning an item

Email talk@friendlypetstore.co.uk. Before launch, we will add the return address, cancellation process and who pays return postage.