Returns & refunds

FriendlyPetStore is a trading name of ZMAAS Ltd. Company Number 17069708.

Last updated: 7 October 2026

This policy applies to consumer purchases from FriendlyPetStore. Contact talk@friendlypetstore.co.uk to cancel an order, arrange a return or report a problem. Your statutory rights are not affected.

Changing your mind

For most goods purchased online, you may cancel without giving a reason from the time you order until 14 days after the day you or your nominated recipient receives the goods. Where an order is delivered in separate consignments, the cancellation period generally starts after the last item is received. Tell us clearly that you wish to cancel by emailing talk@friendlypetstore.co.uk. After notifying us, send the goods back within a further 14 days.

Who pays return postage?

For a change-of-mind return, you are responsible for the direct cost of returning the goods. This applies only where we gave you this information before you placed your order. If we did not provide the required return-cost information before purchase, we will cover those costs. For goods that cannot normally be returned by post, we will explain the estimated return cost before you order.

This change-of-mind rule does not apply to a valid claim for faulty, damaged, incorrect or misdescribed goods. We cover the reasonable return costs for those claims and will explain how to return the item or arrange collection.

Refunds for change-of-mind cancellations

When you cancel a whole order under your statutory cancellation rights, we refund the price of the goods and the cost of the least expensive standard outbound delivery option we offered. If you chose a more expensive delivery service, we do not have to refund the additional amount above our standard delivery charge. For a partial cancellation, any delivery refund depends on the circumstances and your legal rights.

We issue your refund without undue delay and no later than 14 days after we receive the returned goods or receive evidence that you have sent them back, whichever happens first. Please keep proof of posting and send it to us. If we offer to collect the goods, or confirm that you do not need to return them, we issue the refund without undue delay and within 14 days of being informed of your cancellation; we will not wait for a return parcel. A decision to waive the return does not extend a deadline that has already started.

Refunds use your original payment method unless you expressly agree to another method. We do not charge a refund or restocking fee or require you to accept store credit. Your payment provider may need additional processing time after we issue the refund.

You may handle the goods as you reasonably would in a shop to check their nature, characteristics and functioning. Where legally permitted, we may reduce a refund to reflect loss of value caused by handling beyond what is necessary. Opening packaging to inspect an item does not automatically remove your cancellation rights.

Exceptions to change-of-mind cancellation

Relevant legal exceptions may include genuinely personalised goods, goods liable to deteriorate or expire rapidly, and sealed goods genuinely unsuitable for return for health or hygiene reasons once unsealed. Any applicable exception will be explained before purchase. Pet products are not automatically excluded just because a pet has touched them. These exceptions do not remove your rights where goods are faulty or misdescribed.

Faulty, damaged, incorrect or misdescribed items

Contact talk@friendlypetstore.co.uk with your order details and an explanation of the problem. Photos can help us understand the issue, but are not an absolute condition of a valid statutory claim. You generally have a 30-day short-term right to reject goods that do not meet the required standards. Rights to repair or replacement, and in appropriate circumstances a price reduction or refund, continue afterwards. We cover reasonable return costs for valid claims. Where a refund is due under these rights, we issue it without undue delay and within 14 days after agreeing that you are entitled to it.

Return instructions

Email talk@friendlypetstore.co.uk for the correct return address and parcel instructions. Please do not assume the address on a supplier's package is the correct returns address. Contacting us for instructions does not make a statutory cancellation dependent on our approval or extend your cancellation deadline. Pack the goods reasonably securely and keep proof of posting. FriendlyPetStore handles your return and refund; you do not need to obtain a supplier's approval to exercise your statutory rights.