Returns & Refunds Policy

Last updated: 1 June 2026

We want you and your pet to be completely happy with every Pettlys purchase. If something is not right, we are here to help.

1. Your Right to Cancel (Consumer Contracts Regulations 2013)

You have the right to cancel your order within 14 days of receiving your item, without giving any reason. To exercise this right, contact us at support@pettlys.com within 14 days of delivery.

2. Our Extended Returns Window

We go beyond the legal minimum: you may return any item within 30 days of delivery, provided it is unused and in its original packaging.

3. How to Return

1. Email support@pettlys.com with your order number and reason for return.
2. We will reply within 2 working days with return instructions.
3. Pack the item securely and send it to: Pettlys, Moreton Terrace, Pimlico, London SW1V 2NX, United Kingdom.

4. Refunds

Once we receive and inspect the returned item, we will process your refund within 5 working days. Refunds are issued to the original payment method. Original delivery charges are refunded only if the return is due to our error or a faulty item.

5. Faulty or Damaged Items

If your item arrives damaged or faulty, please contact us within 48 hours of delivery with a photo. We will arrange a replacement or full refund at no cost to you.

6. Non-Returnable Items

For hygiene reasons, we cannot accept returns on items that have been used. Items must be returned in their original, unused condition.

7. Contact

For any returns queries, please contact support@pettlys.com.