Returns & Refund Policy

At London Pet Supplies, we want every customer to feel confident when shopping with us. This Returns & Refund Policy explains how returns, refunds, and exchanges are handled when you purchase products from our store or website.

Returns

You may request a return within 30 days from the date your order is delivered.

To qualify for a return, the item must:

Be unused and in its original condition
Be returned with its original packaging where reasonably possible
Include all parts, accessories, labels, and any included documentation

Items that are used, damaged, incomplete, or not in a resaleable condition may not be accepted for a refund.

Non-Returnable Items

Some products may not be eligible for return, including:

Items clearly marked as final sale
Gift cards
Personalised, customised, or specially ordered products, where applicable
Perishable or hygiene-sensitive pet products, where applicable and for health and safety reasons

If you are unsure whether your item can be returned, please contact us before sending it back.

How to Request a Return

To start a return request, please contact us and provide the following information:

Your order number
The item you would like to return
The reason for the return
Photos of the item, if it arrived damaged, faulty, or incorrect

Contact details:

Email: contact@londonpetsupplies.store
Phone: +44 78 9617 7961

Once your return request has been reviewed, we will provide further instructions on how and where to return the item.

Return Shipping

Customers are responsible for return shipping costs unless the item is faulty, incorrect, damaged on arrival, or not as described.

We recommend using a tracked delivery service when returning items. London Pet Supplies is not responsible for returned parcels that are lost, delayed, or damaged in transit.

Damaged, Faulty, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible after delivery.

We may ask you to provide photos or other details so we can review the issue. Where appropriate, we will arrange a replacement, exchange, or refund in line with your rights under UK consumer law.

Refund Processing

After we receive and inspect your returned item, we will notify you whether your refund has been approved.

If your refund is approved:

The refund will be issued to your original payment method
Processing times may vary depending on your bank or payment provider
Shipping costs may not be refundable unless the return is due to our error or a faulty item

Please allow several business days for the refund to appear in your account after it has been processed.

Exchanges

If you would like to exchange an item, please contact us first so we can check product availability.

Where an exchange is approved, we will provide instructions on how to return the original item and arrange the replacement.

Late or Missing Refunds

If your refund has been approved but you have not received it yet, please first check with your bank or payment provider, as processing times can vary.

If the issue continues, please contact us and we will do our best to assist you.

Your Statutory Rights

This Returns & Refund Policy does not affect your statutory rights under UK consumer protection laws, including your rights in relation to faulty, damaged, or misdescribed goods.

Contact Information

London Pet Supplies
220 Jamaica Rd
London SE16 4BD
United Kingdom

Phone: +44 78 9617 7961
Email: contact@londonpetsupplies.store
Website: londonpetsupplies.store