30 days
Return eligible items within 30 days of delivery.
Returns policy
Hassle-free returns, because your dog comes first.
We want you and your dog to be happy with every order. If something isn’t quite right, we’re here to help.
Dog parent friendlySimple, fair and stress-free returns
Quality promiseWe stand behind the products we sell
Here to helpOur UK support team is always here
Our returns policy at a glance
We’ve kept our policy clear and fair so you can shop with confidence.
Unused & sealed
Items must be unused, unopened and in original packaging.
Dog’s wellbeing
For hygiene reasons, we can’t accept opened food or treats.
Proof of purchase
Please include your order number or confirmation email.
Refunds
Refunds are issued to your original payment method.
Exchanges
We don’t offer exchanges. Please place a new order.
How to return an item
It’s quick and easy to start a return.
Contact us
Get in touch with your order details so we can help.
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Send it back
Pack your return securely and send it to us.
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We’ll inspect
Once received, we check the item meets our policy.
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Refund issued
We’ll process your refund back to your payment method.
Return postage costsUnless the item is faulty or we made a mistake, return postage costs are the responsibility of the customer.
Items we can’t accept
For the health and safety of all dogs, we’re unable to accept returns on:
- Opened food, treats or supplements
- Used grooming products
- Items personalised or made to order
- Products returned after 30 days
Received a faulty or incorrect item?
We’re so sorry if something’s not right. Please contact us within 7 days of delivery and we’ll put it right as quickly as we can.
Please include your order number so our team can find your purchase quickly.If possible, attach a clear photo of the item, packaging or fault.We’ll confirm the next step by email and make sure you’re not left chasing.
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Still need help?
Our friendly UK support team is here for you and your dog.
Email us
hello@poorly-pet.comLive chat
Available weekdays
hello@poorly-pet.comLive chat
Available weekdays