Refund Policy
At PetsNetuk (Pet Nest UK), customer satisfaction is important to us. If you are not fully satisfied with your purchase, we’re here to help.
Returns Eligibility
You may request a return under the following conditions:
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The item must be unused, unworn, and in its original packaging
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The return request must be made within 14 days of receiving your order
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Proof of purchase (order number or receipt) is required
Certain items such as perishable goods, personalized products, or hygiene-related items may not be eligible for return.
Return Process
To initiate a return:
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Contact us through our Contact Us page with your order details
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Our support team will review your request and provide return instructions
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Once approved, send the item back using the provided guidelines
Customers are responsible for return shipping costs unless the item is defective or incorrect.
Refunds
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After we receive and inspect the returned item, we will notify you of the refund status
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Approved refunds will be processed to the original payment method
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Refunds may take 5–10 business days to appear, depending on your payment provider
Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with clear photos. We will arrange a replacement or refund at no additional cost.
Non-Refundable Items
The following items are not eligible for refunds:
Order Cancellations
Orders can only be cancelled within 24 hours of placing the order. Once an order has been processed or shipped, cancellation is not possible.
Exchanges
We currently do not offer direct exchanges. If you wish to replace an item, please return the original product and place a new order.
Contact Us
For any questions regarding returns or refunds, please contact us via our Contact Us page. Our team will be happy to assist you.
