Returns and refunds

• Change or cancel an order
• Track your order
• Your purchase history
• Returns procedure
• Packing and sending your return
• Refund policy
• Faulty returns

If you wish to change or cancel an order contact our Customer Service team by email or on 0845 602 5630 between 8am and 10pm, 7 days a week. Please have the order number and date the order was placed to hand.

If your products have already been delivered, then you will need to follow our returns procedure. Click here for more information about returns.

To check your order status, just click on the Your account link at the top of the page, sign in and then view your order. You should see the one of the following phrases:

• Order received means your order hasn't been processed yet. You’ll receive an email confirming your order has been received;
• Submitting to warehouse means your order is being sent to the warehouse;
• Order processing - means your order is being processed at the warehouse;
• Despatched means your order has left our warehouse. You'll receive an email confirming despatch;
• Cancelled means your order has been cancelled;

Click on the tracking number to see where your package is. All orders except those delivered by Royal Mail will have a tracking number. However, please note we may not have been provided an order tracking number on some items delivered directly from the supplier. Please contact us if you require assistance with any such items.

If you find that your order has only been partially delivered, this may be because other items are being despatched from a different location. However, if your order is obviously incomplete, over-delivered or damaged, or if you wish to change or cancel your order, please email our Customer Service team or telephone on 0845 602 5630 between 8am and 10pm, 7 days a week.

To find out more information on your past orders, please click here to sign into your account.

We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund or exchange a product. Please see our refund policy contained in our Terms & Conditions.

Most items can be returned through any one of these options:

1. Returns via a Pets at Home store

Simply take the delivery note you received with your delivery and the product you wish to return or exchange to a store and tell the sales assistant you bought it online.

Exception: If the product you wish to return was despatched directly from our supplier (highlighted on the delivery note) it cannot be returned to Pets at Home stores. Please follow the return instructions on your delivery note or Contact our customer service team if in doubt.

2. Returns via our address below

Complete the form on the rear of the delivery note including: order number, item ref, the reason for the return and whether you want a refund or a replacement.

Please include your Delivery note with your return.

Pets at Home
UTL Building
Vulcan Way
Magna Park
Leicestershire
LE174XR

3. Returns via courier collection

• Contact our Customer Service team on 0845 602 5630 between 8am and 10pm, 7 days a week;
• We will email you back with further instructions and we will arrange for the courier to come to collect the product you wish to return.

Please note: we will refund the price of the item to the purchaser or exchange the product once it is received by us. A refund of the delivery charge will only be given in the instance of incorrect, damaged or faulty goods when all the items are returned.

To ensure that your refund is processed as quickly as possible, please follow the procedures below.

• Return the product in its original packaging;
• Pack the product to avoid damage during returns transit;
• Include your despatch note or your name, address, phone number, order number and whether you require a refund or a replacement.

We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund or exchange a product, provided (in the case of any non-defective products) it is in fully resalable condition. Returns should be made within a reasonable time (usually 28 days) and in original, undamaged packaging.* Please see below for exceptions to this policy.

If the product returned is not in fully resaleable condition or the packaging is damaged, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.

*Products we are unable to refund or exchange

We are unable to offer a refund or exchange on personalised goods (such as pet id tags) unless they are faulty.

Delivery charges

We will refund your original delivery charge when a product is faulty or damaged, but not when a product is simply unwanted.

Consult the manufacturer’s handbook or website if appropriate. If you need a repair, call our Customer Service team on 0845 602 5630 or visit your nearest Pets at Home store. You will be asked for details of the model number and date of purchase. Your despatch note provides this information and acts as your guarantee, so please make sure that you keep it throughout your guarantee period.

In the unlikely event that an issue has not be resolved to your satisfaction, please let us know by calling our Customer Service team on 0845 602 5630 between 8am and 10pm, seven days a week, or by sending us an email using our online form. Should you remain dissatisfied please write to the Customer Services, Pets at Home Ltd, Epsom Ave, Stanley Green Trading Estate, Cheshire, SK93RN