Refund Policy
Last updated: March 2026
At Pet World, your satisfaction is our priority. We want you and your pet to be completely happy with your purchase. If you're not satisfied, we're here to help.
30-Day Return Window
You may return most items within 30 days of delivery for a full refund or exchange. Items must be in their original condition, unused, and in original packaging with all tags attached.
Non-Returnable Items
For health and safety reasons, the following items cannot be returned:
- Opened food, treats, or supplements
- Personalised or custom-made items
- Items marked as final sale or clearance
- Grooming products that have been opened or used
- Prescription medications or health products
How to Return an Item
Step 1: Contact our customer service team at support@petworld.com or call +44 20 1234 5678 within 30 days of receiving your order.
Step 2: Provide your order number and reason for return. We'll issue a Return Authorisation Number (RAN).
Step 3: Securely package the item(s) with the RAN clearly marked on the package.
Step 4: Ship the return to the address provided by our team. We recommend using a tracked service.
Return Shipping Costs
If the return is due to our error (wrong item, defective product, etc.), we'll cover return shipping costs. For other returns, customers are responsible for return postage.
Refund Processing
Once we receive and inspect your return, we'll process your refund within 5-7 business days. Refunds will be issued to the original payment method. Please allow additional time for your bank or card issuer to process the refund.
Exchanges
If you'd like to exchange an item for a different size, colour, or product, please contact us. We'll help arrange the exchange as quickly as possible.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately with photos of the damage. We'll arrange a replacement or full refund, including return shipping costs.
Late or Missing Refunds
If you haven't received your refund within the expected timeframe, please:
- Check your bank account or card statement
- Contact your card issuer or bank
- Contact us at support@petworld.com if you still need assistance
Questions?
If you have any questions about our Refund Policy, please contact us at support@petworld.com. We're here to help!