Return & Refund Policy
Last Updated: June 2026
At PetPure, customer satisfaction is important to us. If you're not completely satisfied with your purchase, we're here to help.
Returns
We offer a 30-day return policy, which means you have 30 days from the date you receive your order to request a return.
To be eligible for a return, your item must:
Be unused and in the same condition as received
Be in its original packaging
Include all tags, accessories, and documentation
Be accompanied by proof of purchase or order confirmation
To initiate a return, please contact our support team at:
Email: getpetpure@gmail.com
Once your return request is approved, we will provide instructions on how and where to send your package. Returns sent without prior authorization may not be accepted.
Damaged, Defective, or Incorrect Items
Please inspect your order upon arrival.
If your item arrives damaged, defective, or if you receive the wrong product, contact us within 48 hours of delivery with photos of the issue. We will review the situation and work quickly to provide a replacement, exchange, or refund where appropriate.
Non-Returnable Items
For health, hygiene, and safety reasons, certain products cannot be returned, including:
Pet food, treats, and consumable products
Personalized or custom-made items
Opened grooming or hygiene products
Gift cards
Clearance or final sale items
If you are unsure whether your item qualifies for a return, please contact our support team before submitting a request.
Exchanges
We currently do not offer direct exchanges.
If you would like a different item, please return the eligible product following our return process and place a new order for the desired item.
European Union Customers
For orders delivered within the European Union, customers have the right to cancel or return their order within 14 days of receiving the goods without providing a reason.
Returned products must be unused, in their original condition and packaging, and accompanied by proof of purchase.
Refunds
Once we receive and inspect your returned item, we will notify you regarding the approval status of your refund.
If approved, your refund will be issued to the original payment method used during checkout.
Please allow:
-
Up to 10 business days for refund processing
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Additional time for your bank or card provider to post the refund to your account
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at:
Email: getpetpure@gmail.com
Return Shipping
Customers are responsible for return shipping costs unless:
The item arrived damaged
The item is defective
We shipped the wrong product
In these situations, PetPure will cover the return shipping costs.
Contact Us
If you have any questions regarding returns or refunds, please contact us:
PetPure
Email: getpetpure@gmail.com
Website: getpetpure.co.uk