Refund policy

POLICIES

Returns & Refund Policy

Petman Stores Ltd

Returns

We accept returns within 30 days of purchase.

Under the Consumer Contracts Regulations 2013, customers have a 14-day cooling-off period from the day they receive their order to cancel their purchase for any reason.

After notifying us of cancellation, customers then have 14 days to return the item.

To qualify for a return:

Items must be unused

Items must be in original packaging

Items must be in resalable condition

Customers are responsible for the cost of return postage, unless the item is faulty or incorrect.

We recommend using a tracked delivery service as we cannot be responsible for returned items lost in transit.

Refunds

Refunds will be processed once the returned item has been received and inspected.

Refunds will be issued using the original payment method where possible.

Refunds are usually processed within 5–10 working days of receiving the returned item.

Original delivery charges may only be refunded where required by UK consumer law.

Non-Returnable Items

Certain products may not be eligible for return, including:

Perishable goods

Opened pet food

Hygiene-related products where seals have been broken

Custom or personalised items

These exclusions are permitted under the Consumer Contracts Regulations.

Damaged or Faulty Items Policy

If your order arrives damaged or faulty, please notify us within 24 hours of delivery.

Please provide:

Clear photos of the external packaging

A photo of the parcel label

Photos showing the damage to the item

Photos of the internal packaging used

Send images via:

Website chat, or

Email: ThePetman@live.co.uk

Please include your name and order number.

Once verified, we will arrange a replacement, repair, or refund where appropriate.

Under the Consumer Rights Act 2015, customers may be entitled to a repair, replacement, or refund if goods are faulty.

Delivery Policy

We aim to dispatch orders as quickly as possible.

Delivery services used include:

EVRI

Royal Mail

Parcelforce

The courier used will depend on the size, weight, and contents of the parcel, as certain couriers can only carry specific parcel sizes.

Estimated delivery times are provided at checkout but may vary due to courier delays or circumstances outside our control.

Once an order has been dispatched, responsibility for delivery timing lies with the courier service.

Order Cancellation Policy

Customers may cancel an order within 14 days of receiving the goods, in accordance with the Consumer Contracts Regulations.

If you wish to cancel an order:

Provide your name and order number.

If the order has already been dispatched, the item must be returned according to our Returns Policy.

Petman Stores Ltd respects your privacy and is committed to protecting your personal data.

Under the UK GDPR, we collect and process personal information only where necessary.

Information We Collect

We may collect:

Name

Address

Email address

Phone number

Order details

Payment transaction information

Payment information is processed securely through our payment providers and is not stored by us.

How We Use Your Information

Your information is used to:

Process orders

Provide customer service

Deliver orders

Send order updates

Improve our services

We do not sell or rent personal information to third parties.

Data Storage

Personal data is stored securely and retained only as long as necessary for business or legal purposes.

Your Rights

Under UK data protection law, you have the right to:

Access your personal data

Request correction of inaccurate data

Request deletion of personal data where applicable

Withdraw consent where processing relies on consent

Requests can be sent to ThePetman@live.co.uk.

Cookie Policy

Our website uses cookies to improve user experience.

Cookies are small files stored on your device that help us understand how visitors use our website.

Cookies may be used to:

Enable website functionality

Remember user preferences

Analyse website traffic

You can disable cookies through your browser settings if you prefer.

Some features of the website may not function correctly without cookies.

Website Use Policy

By using our website, you agree not to:

Use the website for fraudulent purposes

Attempt to interfere with website functionality

Copy or reproduce website content without permission

Use automated systems to extract data from the website

We reserve the right to restrict access if misuse occurs.