Return & Refund Policy

Return & Refund Policy

Last updated: June 2026

At Petszone, your satisfaction is our priority. If you are not completely happy with your purchase, we are here to help. Please read our return and refund policy carefully.

1. Return Eligibility

We accept returns under the following conditions:

  • The item must be returned within 7 days of the delivery date.
  • The product must be unused, unopened, and in its original packaging.
  • Proof of purchase (order number or receipt) must be provided.

2. Non-Returnable Items

The following items cannot be returned or refunded:

  • Opened or partially used food products (dry food, wet food, treats)
  • Opened grooming or healthcare products
  • Items damaged due to misuse or improper handling
  • Perishable or fresh food items
  • Items purchased on sale or with a promotional discount (unless defective)

3. Defective or Damaged Items

If you receive a defective, damaged, or incorrect item, please contact us within 48 hours of receiving your order. We will arrange a replacement or full refund at no extra cost to you. Please provide photos of the damaged item when contacting us.

4. How to Request a Return

To initiate a return, please follow these steps:

  1. Contact our customer service team via email or phone with your order details.
  2. Our team will review your request and provide return instructions within 1–2 business days.
  3. Pack the item securely in its original packaging.
  4. Drop off the item at one of our stores or arrange a pickup with our team.

5. Refunds

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund. If approved:

  • Cash payments: Refunds will be issued within 3–5 business days.
  • Card payments: Refunds will be credited to your original payment method within 5–7 business days, depending on your bank.

6. Exchanges

We offer exchanges for items of the same or similar value, subject to availability. Please contact us to arrange an exchange.

7. Contact Us

For any return or refund enquiries, please reach out to us:

  • Email: info@petszone.com
  • Phone: 0111 777 6937
  • Working Hours: Saturday – Thursday, 10:00 AM – 8:00 PM

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