Returns and refunds
Changed your mind, or something’s not right? Email us and we’ll sort it.
Start a return14 daysTo tell us you want to return, from the day it arrives
14 daysTo send it back, from the day you tell us
14 daysTo get your refund, to your original payment method
How to return
Four steps. Start with an email.
- Email us within 14 daysSend your order number and the items to hello@poorly-pet.com.
- We reply with next stepsWithin one working day, including where to send it.
- Post it back within 14 daysUnused, in its original packaging where possible. Keep your proof of postage.
- Get your refundWithin 14 days of us receiving it, or your proof of postage.
Faulty, damaged or wrong?
Under the Consumer Rights Act 2015, we’ll send a replacement or give you a full refund, including return postage. This covers opened supplements too. Email your order number and a photo if you can.
Tell us about a problemWhat you can return
Most things, as long as they’re unused.
You can return
- Unused items in their original condition, within 14 days
- Anything faulty, damaged or not what you ordered, even if opened
We can’t take back
- Supplements, once opened or the seal is broken
- Other consumable health products, once opened
- Perishable items, once opened or the seal is broken
- Made to order items (the product page says when this applies)
Unless they are faulty. This is for hygiene and safety, and doesn’t affect your statutory rights.
Returns questions
The answers people ask us for most.
You do, unless the item is faulty, damaged or not what you ordered. Then we cover it.
Within 14 days of us receiving your return, or proof that you’ve sent it, to your original payment method. Your bank may take a few extra days to show it.
Not if you’ve changed your mind. Supplements, consumable health products and perishable items can’t be returned once opened or if the seal is broken, unless they are faulty. The same goes for made to order items; the product page says when this applies.
Email us as soon as possible with your order number and we’ll do our best to cancel it. Once it has shipped, you can still return it within 14 days.
Yes, the same returns policy applies. To stop future deliveries, pause or cancel your subscription from your account before the next billing date.
Still need help? Contact us
Real people, not a chatbot. We answer every email within one working day, Monday to Friday.
Email our team
Email hello@poorly-pet.com. Include your order number and we can help faster.
Contact us