Refund & Returns Policy

1. Our Returns Window

We accept returns within 7 days of the date you received your order. After this period we are unable to offer a refund or exchange, except where goods are found to be faulty.

As a consumer purchasing online you also have the right to cancel your order within 14 days of delivery under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This statutory right applies to most products but not to perishable goods (see Section 2).

2. Conditions for Return

To be eligible for a return, items must be:

• Unused and in the same condition you received them
• In their original, undamaged packaging
• Accompanied by proof of purchase (order confirmation email or receipt)

Non-Returnable Items

The following cannot be returned:

• Perishable goods — food, treats, chews, and any consumable products
• Gift cards
• Sale / clearance items — marked as final sale at the time of purchase
• Items that have been opened, used, or damaged after delivery

3. How to Start a Return

Before sending anything back, please contact us first so we can authorise the return and provide the correct address.

1. Email us at info@countrysidepets.co.uk with your order number, the item(s) you wish to return, and the reason for the return.
2. We will respond within 2 working days to confirm whether the return is authorised and provide the return address.
3. Package the item securely and send it to the address we provide. We recommend using a tracked service as we cannot accept liability for items lost in transit.
4. Once we receive and inspect the item, we will notify you by email of our decision.

4. Refunds

Once we have received and inspected your return, we will notify you by email whether your refund has been approved or rejected.

• Approved refunds are processed to your original payment method within 10 working days.
• Your bank or card issuer may take additional time to post the credit to your account — typically 3–5 business days.
• Original delivery charges are non-refundable unless the return is due to our error or a faulty product.

Haven't received your refund?

If 15 working days have passed since we confirmed your refund approval, please first check your bank account and contact your card provider. If you are still experiencing issues, email us at info@countrysidepets.co.uk.

5. Faulty or Damaged Items

If your item arrives damaged or is found to be faulty, please contact us within 48 hours of delivery with:

• Your order number
• A description of the fault or damage
• Photographs showing the issue

We will arrange a replacement or full refund including return postage costs at no charge to you.

6. Exchanges

We replace items only if they are defective or damaged. If you need a different size or variant, we recommend returning the original item (subject to the conditions above) and placing a new order.

To arrange an exchange for a faulty item, email info@countrysidepets.co.uk.

7. Gift Purchases

If an item was purchased as a gift and marked as such at checkout, the recipient may return eligible items and receive store credit issued as a gift voucher.

If the item was not marked as a gift, the refund will be issued to the original purchaser's payment method.

8. Return Shipping Costs

Unless the return is due to our error or a faulty product, you are responsible for paying return postage costs. Return postage is non-refundable.

We recommend using a tracked delivery service. We cannot guarantee receipt of your returned item and cannot accept liability for items lost in transit.