Returns Policy & Terms

1. Returns Policy

We want you to be completely happy with your purchase. If for any reason you are not, we are happy to accept returns in accordance with the terms set out below and your statutory rights under UK consumer law.

1.1 Change-of-Mind Returns

If you simply change your mind about a product, you may return it to us provided that:

• You notify us within 14 calendar days of the day after you (or someone you nominate) receive the goods.
• The item is unused, in its original condition and in its original packaging.
• You return the item to us within 14 calendar days of notifying us of your wish to return.

1.2 Items That Cannot Be Returned

For hygiene and safety reasons, the following items cannot be returned unless faulty or not as described:

• Perishable goods including pet food, treats and supplements once opened
• Personalised or custom-made items made to your specification
• Items that have been used, worn, washed or are not in their original condition
• Grooming products and hygiene items where the seal has been broken

1.3 How to Return an Item

To initiate a return, please email us with your order number and reason for return. We will provide you with instructions and the return address. Please do not send items back without first contacting us, as this may delay your return being processed.

All items must be returned securely packaged to prevent damage in transit. We reserve the right to reduce any refund to reflect any diminished value of the goods if this has been caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the product, equivalent to how you might handle goods in one of our shops.

2. Your Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a statutory right to cancel your order. Your cancellation period begins the moment you place your order and ends 14 calendar days from the day after you receive your goods. If your order is delivered in multiple consignments, the 14-day period begins the day after you receive the final item.

To exercise your right to cancel, you must inform us by a clear statement. You may use the contact details at the bottom of this page, or send us an email stating your decision to cancel.

You may cancel your order before delivery at any point. If goods have already been dispatched, you will need to return them to us in accordance with section 1 above.

3. Refunds

Once we receive your returned item and confirm it meets our returns criteria, we will process your refund within 14 calendar days. Refunds will be issued to the original payment method used at the time of purchase.

3.1 What We Refund

• The full purchase price of the returned item(s).
• The basic standard delivery charge originally paid (if applicable). If you chose an enhanced or express delivery service, we will refund only the amount equivalent to our standard delivery rate.

3.2 Deductions

We may make a deduction from your refund if the value of the goods has been reduced as a result of you handling the goods more than would be permitted in a shop, for example, if an item has been used, is missing tags or packaging, or shows signs of wear. No deductions will be applied to statutory returns for faulty goods.

3.3 Late or Missing Refunds

If you have not received your refund within the timeframe stated above, please first check with your bank or card provider as processing times vary. If you have done so and still have not received your refund, please contact us by email.

4. Faulty, Damaged or Misdescribed Goods

Under the Consumer Rights Act 2015, all goods we sell must be of satisfactory quality, fit for purpose and as described. If any item you receive does not meet these standards, you have the following rights:

4.1 Within 30 Days of Delivery

You have the right to reject the goods and receive a full refund. We will also cover the reasonable cost of return postage for faulty items.

4.2 Between 30 Days and 6 Months

You are entitled to a repair or replacement. If we are unable to repair or replace the goods, or our attempt to do so fails, you are entitled to a full refund. During this period, it is presumed that the fault existed at the time of delivery unless we can demonstrate otherwise.

4.3 After 6 Months

You may still be entitled to a repair, replacement or partial refund, but you may be required to demonstrate that the fault was present at the time of delivery. Claims may be made up to six years from the date of purchase in England and Wales (five years in Scotland).

5. Exchanges

If you wish to exchange an item for a different size, colour or product, please follow the returns process set out in section 1 above and place a new order for the replacement item. We are unable to guarantee availability of specific items or hold stock pending a return. Once we receive and process your return, a refund will be issued to your original payment method.

6. Terms & Conditions of Sale

6.1 About Us

This website and online store are operated by Pet Pavilion Ltd, a company registered in England and Wales. Our registered office address and contact details are provided at the bottom of this page.

These terms and conditions govern your use of our online store at shop.petpavilion.co.uk and any purchases you make through it. By placing an order, you agree to be bound by these terms. Please read them carefully before ordering.

6.2 Scope

These terms apply exclusively to purchases made through our online store. Our physical retail locations operate under separate terms and conditions, which may differ from those stated here. Please enquire at your nearest store for details of in-store policies.

6.3 Changes to These Terms

We may update these terms from time to time. The version in effect at the time you place your order will apply to that purchase. We recommend checking this page periodically.

6.4 Eligibility

To place an order through our online store, you must be at least 18 years of age, or have the consent of a parent or legal guardian. By placing an order, you confirm that you have the legal capacity to enter into a binding contract.

7. Ordering & Payment

7.1 Placing an Order

All orders placed through our website are subject to acceptance and availability. When you submit an order, you will receive an email acknowledging receipt. This acknowledgement does not constitute acceptance of your order. A contract between you and Pet Pavilion Ltd is formed only when we dispatch your goods and send you a confirmation of dispatch.

7.2 Pricing

All prices shown on our website are in pounds sterling (GBP) and include VAT at the applicable rate. Delivery charges are shown separately and will be confirmed before you complete your order. We make every effort to ensure prices are accurate, but errors may occasionally occur. If we discover an error in the price of goods you have ordered, we will notify you as soon as possible and give you the option to confirm your order at the correct price or cancel it for a full refund.

7.3 Payment

We accept the payment methods displayed on our website at the time of checkout. Payment must be received in full before goods are dispatched. All transactions are processed securely, and we do not store your full card details.

7.4 Product Descriptions

We take care to ensure that product descriptions and images on our website are as accurate as possible. However, slight variations in colour may occur due to differences in screen displays. Where measurements are provided, these are approximate. If you have any questions about a product before ordering, please contact us.

8. Delivery

8.1 Delivery Area

We currently deliver to addresses within the United Kingdom. For deliveries outside the UK, please contact us in advance to confirm availability and any additional charges.

8.2 Delivery Times

Estimated delivery times are provided at checkout and in your order confirmation. While we make every effort to deliver within the stated timeframe, delivery dates are estimates and not guaranteed. We will notify you if we expect a significant delay.

8.3 Risk and Ownership

The goods are your responsibility from the time of delivery to the address you provide. Ownership of the goods passes to you upon delivery, provided we have received payment in full.

8.4 Failed Delivery

If no one is available to accept delivery, the courier may leave the parcel in a safe place or leave a card with instructions for redelivery or collection. If an item is returned to us as undeliverable, we will contact you to arrange redelivery, which may incur an additional delivery charge.

8.5 Damaged in Transit

If your order arrives damaged, please contact us within 48 hours of delivery with photographs of the damage. We will arrange a replacement or full refund, including any return postage costs.

9. Limitation of Liability

9.1 Our Responsibility

We accept liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, and for any breach of the terms implied by sections 9, 10, 11 and 12 of the Consumer Rights Act 2015. Nothing in these terms limits or excludes your statutory rights as a consumer.

9.2 Exclusions

Subject to section 9.1 above, we shall not be liable for:

• Any indirect, consequential or incidental losses or damages arising from or in connection with your use of our products beyond what is reasonably foreseeable.
• Any loss or damage caused by the misuse of products, failure to follow care instructions, or use of products in a manner not intended.
• Losses arising from circumstances beyond our reasonable control, including but not limited to adverse weather, industrial action, postal delays, or disruption to supply chains.

9.3 Pet Products Disclaimer

Our products are designed and selected with the health and wellbeing of pets in mind. However, every pet is different. It is the owner's responsibility to supervise pets when using any new product, to select appropriate sizes and types, and to check ingredients lists where relevant (particularly for food, treats and supplements). We cannot accept liability for adverse reactions where the product was used correctly and was not faulty. If you are unsure whether a product is suitable for your pet, please consult your veterinarian before use.

9.4 Website Availability

We do not guarantee that our website will be available at all times or free from errors, viruses or other harmful components. Access may be suspended temporarily for maintenance, updates or circumstances beyond our control.

10. Intellectual Property

All content on this website, including but not limited to text, images, product photographs, graphics, logos, page layouts and software, is the property of Pet Pavilion Ltd or its licensors and is protected by UK and international copyright and trademark laws. You may not reproduce, distribute, modify or republish any content from this website without our prior written consent.

11. Complaints & Dispute Resolution

If you are unhappy with any aspect of your order or our service, please contact us first so we can try to resolve the matter directly. You can reach us by email or by post at the address below.

If we are unable to resolve a complaint to your satisfaction, you may wish to consider using an alternative dispute resolution (ADR) provider. You can find more information about ADR through the Citizens Advice website. Please note that we are not obliged to participate in ADR, but we will consider doing so on a case-by-case basis and will inform you of our decision.

These terms are governed by the laws of England and Wales. Any disputes arising from these terms or your use of our online store shall be subject to the exclusive jurisdiction of the courts of England and Wales, without prejudice to your statutory rights.

12. Contact Us

If you have any questions about these policies, your order, or a return, please get in touch:

• Email: Email Us
• Website: petpavilion.co.uk
• In person: Visit any of our London locations

13. Cookies & Analytics

This section covers petpavilion.co.uk. Our online shop at shop.petpavilion.co.uk has its own privacy policy.

13.1 Google Analytics

We use Google Analytics to understand how people use our website, so we can improve it. It records:

• the pages you visit and how long you stay;
• how you found us, for example a Google search or a link;
• the type of device and browser you use;
• your approximate location, to town or city level.

It does not record your name, email address or anything you type into our forms.

Google Analytics only runs if you press Accept on our cookie banner. If you press Decline, or make no choice, nothing is sent to Google and no analytics cookies are set.

If you accept, Google sets two cookies, called _ga and _ga_G3X67M7K3S. They last for up to two years and tell Google when the same browser visits again. We keep analytics data for up to 14 months. We do not use it for advertising and we do not share it with advertisers.

Google processes this data for us, and may do so outside the UK. You can read how Google handles it at policies.google.com/privacy.

13.2 Other Things Saved in Your Browser

We save your cookie choice in your browser, so we don’t ask again on every page. We also save whether you have seen our welcome offer, so it doesn’t keep reappearing. Neither of these is sent to us or to anyone else.

Purdey, our website assistant, does not use cookies or save anything in your browser.

13.3 Maps

Our store pages show Google Maps only when you press “Show map”. Google may set its own cookies once a map has loaded.

13.4 Changing Your Mind

You can change your choice at any time with the button below. You can also clear this website’s data in your browser settings, and the cookie banner will appear again.

Change my cookie choice

13.5 Questions

If you have a question about how we use your data, please email us at contact@petpavilion.co.uk or call the store nearest you.