Refund policy

Welcome to Pets N Potions. This Returns & Refunds Policy explains how eligible returns, refunds, cancellations, and damaged or faulty products are handled.

Nothing in this policy limits your statutory rights under applicable UK consumer law.

1. Return Eligibility

You may notify us of an eligible change-of-mind return within 14 calendar days beginning on the day after delivery.

After notifying us, the item must generally be returned within a further 14 calendar days.

For change-of-mind returns:

  • Items should be unused except for reasonable inspection.
  • Items should be returned in their original condition where reasonably possible.
  • Original parts, accessories, and packaging should be included where applicable.
  • Items should not be damaged through misuse, neglect, or unnecessary pet use.
  • Proof of purchase or a valid order number should be provided.

A reasonable deduction may be made if unnecessary handling reduces the value of the item, where permitted by law.

2. Return Shipping Responsibility

Faulty, Damaged, or Incorrect Items

If your item arrives damaged, defective, faulty, incorrect, or not as described, contact us as soon as reasonably possible.

Where required by law, Pets N Potions will cover reasonable return costs for eligible faulty or non-conforming goods.

Change-of-Mind Returns

Customers are generally responsible for return shipping costs for eligible change-of-mind returns.

3. Restocking Fee

Restocking Fee: 0%

Pets N Potions does not charge a restocking fee.

4. How to Request a Return

Contact us before sending an item back.

Please provide:

  • Your order number
  • Product name
  • Reason for the return
  • Details of any fault or damage
  • Photographs where reasonably helpful

Email: support@petsnpotions.com

Please do not send returns to our registered business address unless we provide return instructions.

5. Refund Process

Once an eligible return has been received and reviewed:

  • Approved refunds will be processed within 7 business days.
  • Refunds will normally be issued to the original payment method.
  • Standard delivery charges will be refunded where required by law.
  • Additional premium or express delivery costs are generally not refundable.

Your bank or payment provider may require additional time for the refund to appear in your account.

6. Non-Returnable or Restricted Items

For change-of-mind returns, products should not be used beyond what is reasonably necessary to inspect them.

Where permitted by law, a refund may be reduced if the value of a returned item has been affected by:

  • Pet use, chewing, scratching, or biting
  • Pet hair, saliva, dirt, stains, or odour
  • Food, treats, or other residue
  • Washing, cleaning, alteration, or modification
  • Missing parts or accessories
  • Damage caused after delivery by misuse or improper handling

If a product is supplied sealed and is not suitable for return for health protection or hygiene reasons, the right to cancel may not apply once the seal has been broken, where permitted by law.

These restrictions do not affect your rights if an item is faulty, damaged, incorrect, or not as described.

7. Damaged or Defective Items

Please inspect your order after delivery.

If an item is damaged, defective, faulty, incorrect, or not as described, contact us with your order details and information about the problem.

Depending on the circumstances and applicable UK consumer law, an appropriate remedy may include:

  • Repair
  • Replacement
  • Refund
  • Price reduction

Nothing in this section limits your statutory consumer rights.

8. Order Cancellations

If you wish to cancel an order, contact us as soon as possible.

If the order has already been dispatched, you may need to receive it and follow the applicable return procedure.

This does not affect your statutory cancellation rights.

9. Exchanges

We do not currently offer direct exchanges for change-of-mind returns.

If you would like another product, please return the eligible original item and place a new order.

This does not affect any statutory right to a replacement for faulty or non-conforming goods.

10. Contact Information

For return, refund, cancellation, or damaged-product questions, contact us:

Business Name: Pets N Potions
Legal Entity: PETS N POTIONS LTD
Company Number: 17050588
Business Email: support@petsnpotions.com
Business Phone: +44 1902 880188
Registered Business Address: 9 Turner Avenue, Lanesfield, Bilston, WV14 9BG, United Kingdom

Important Notice

  • Notify us of eligible change-of-mind cancellations within 14 calendar days beginning on the day after delivery.
  • Return the goods within a further 14 calendar days after notifying us.
  • Customers generally pay return shipping for change-of-mind returns.
  • Restocking Fee: 0%
  • Approved refunds are processed within 7 business days.
  • Refunds are normally issued to the original payment method.
  • Faulty, damaged, incorrect, or misdescribed goods are handled according to applicable UK consumer law.
  • Contact us before sending any return.