Refund policy

At Pet Planet Trowbridge, we want you to be happy with every purchase. This policy outlines how returns and refunds work when you shop with us.

Returns

You have 30 days from the date your order is delivered to request a return.

To qualify for a return, the item must:

· Be unused and in the same condition you received it
· Be sent back in its original packaging where possible
· Include all parts, tags, and accessories it came with

If a returned item arrives in a condition that makes it unsellable, we may not be able to issue a refund.

Non‑Returnable Items

Some products cannot be returned, including:

· Items marked as final sale or clearance
· Gift cards and e‑vouchers
· Personalised or custom‑made items (where applicable)

If you're uncertain whether your item can be returned, please reach out to us before sending anything back.

How to Start a Return

To begin a return, get in touch with us and provide:

· Your order number
· The item you'd like to return
· The reason for the return

Contact details:

Email: contact@petplanettrowbridge.co.uk
Phone: +44 12 2577 5766

Once your return is approved, we’ll send you the instructions for sending the item back.

Return Shipping Costs

You’ll need to cover the cost of return postage unless the item is faulty, incorrect, or not as described.

We strongly advise using a tracked delivery service, as we cannot take responsibility for parcels that go missing on their way back to us.

Damaged, Faulty, or Incorrect Items

If your order arrives damaged, defective, or isn’t what you ordered, please let us know as soon as possible after delivery. We’ll look into the issue and, where appropriate, arrange a replacement or a full refund.

How Refunds Are Processed

Once your returned item reaches us and has been inspected, we’ll update you on the status of your refund.

If approved:

· The refund will go back to the original payment method you used
· Processing times can vary depending on your bank or card provider

Please allow a few business days for the money to show in your account.

Exchanges

If you’d prefer to swap your item for something else, please contact us and we’ll let you know what’s available.

Late or Missing Refunds

If you’ve been told your refund was issued but you haven’t received it:

· Check your bank or card account first
· Contact your payment provider for more information
· If you still can’t locate it, get in touch with us and we’ll help

Your Statutory Rights

This policy does not affect any of your statutory rights under UK consumer law.

Contact Information

Pet Planet Trowbridge
9 Castle St
Trowbridge BA14 8AS
United Kingdom

Phone: +44 12 2577 5766
Email: contact@petplanettrowbridge.co.uk