Refund policy
At The Pet Pantry, we want you and your pets to be completely satisfied with every purchase. Our goal is to provide a fair, clear and simple return process in line with UK consumer protection regulations.
1. Return Eligibility & 30 Day Window
You may request a return within 30 days of delivery.
To be eligible for a return:
Condition
Items must be unused, unopened and in original condition.
Packaging
Original packaging must be intact, including seals where applicable.
Proof of Purchase
A valid order number or receipt is required.
For hygiene and pet safety reasons, some products cannot be returned.
2. Non Returnable Pet Products
For hygiene, health and safety reasons, we cannot accept returns on the following items:
Opened pet food or treats
Opened supplements or grooming products
Used pet beds, carriers or pet clothing
Flea, worming or health treatment products
Perishable goods
Gift cards
Clearance or final sale items
Customised products
These policies help protect the health and safety of all animals.
3. How to Start a Return
To request a return please follow these steps:
Step 1
Email us at support@thepet-pantry.com with your order number and the reason for the return.
Step 2
If the item is damaged, faulty or incorrect, please include clear photos of the product and packaging.
Step 3
Wait for return authorisation from our support team. Items sent without approval may not be accepted.
4. Fees & Refunds
Restocking Fees: We do not charge restocking fees.
Return Shipping Costs
If you change your mind, you are responsible for return shipping costs.
If the item is damaged, faulty or incorrect, The Pet Pantry will cover the return shipping cost.
Refund Processing
Once the returned item is received and inspected, approved refunds will be issued to the original payment method within 5 to 7 business days.
5. Damaged or Incorrect Items
If your order arrives damaged or incorrect, please contact us within 3 days of delivery. Our team will arrange a replacement or a full refund at no additional cost.
6. Contact Information
If you have any questions regarding returns or your order, please contact our support team.
Store Name: The Pet Pantry
Business Address: 75a Hart Rd, Benfleet SS7 3PB, United Kingdom
Phone
+44 1268 566 776
Email: support@thepet-pantry.com
Customer Service Hours (GMT UTC+0): Monday – Friday
9:00 AM – 5:00 PM
Order Cut Off Time: 5:00 PM (GMT UTC+0)**