Our returns & refund policy.
We stand behind every product. If you're not satisfied or there's an issue, we make returns simple and refunds fast. No awkward questions.
Return Windows
Standard Products (In-Stock Items)
You have 14 days from the date you receive your order to return unused, unaltered items in original packaging. This is your statutory right as a UK consumer.
Custom-Made Products
Custom-made products (e.g., bespoke harnesses, personalised items) cannot be returned unless they arrive faulty or damaged. These are made specifically for you, so we can't resell them.
What Counts as "Unused"?
- Never been opened or used
- Original packaging and seals intact
- All original tags, labels, and materials included
- No signs of wear or handling
Items used on pets (clothing, collars, etc.) cannot be returned for hygiene reasons, even if returned quickly.
How to Return an Item
Step-by-Step
- Contact us within 14 days of receiving your order via hello@poorly-pet.com with your order number and reason for return
- Wait for approval – we'll confirm if the item is eligible for return (usually within 24 hours)
- Pack securely – return the item in original packaging with all contents and documentation
- Send back – we'll provide a return address. You'll need to arrange and pay for return postage (standard Royal Mail costs ~£3–4)
- We inspect – once received, we inspect the item to confirm it meets our return conditions
- Refund issued – if approved, your refund will be processed to your original payment method
Return Postage
You cover the cost of return postage. We recommend using Royal Mail Special Delivery (tracked, insured) for peace of mind. Keep your receipt as proof of return.
Faulty or Damaged Items
If You Receive a Faulty Product
We'll cover return postage if the item arrived faulty, defective, or damaged through no fault of your own.
Report within 7 days of receiving your order. Include:
- Order number
- Photos of the fault/damage
- Brief description of the issue
We'll either send a replacement or issue a full refund (your choice) at no cost to you.
Refund Processing
Timeline
Once we receive and inspect your returned item:
- Inspection: 3–5 working days
- Approval & processing: 2–3 working days
- Bank processing: 3–5 working days (depends on your bank)
Total time: Up to 14 working days from when we receive your return. You'll receive email updates at each stage.
What's Refunded?
Full refund includes:
- Product cost
- Original shipping cost (if eligible)
What's NOT refunded:
- Your return postage costs (unless the item was faulty)
- Any discount codes or promotional pricing (you get the original price paid)
Refund Method
Refunds are processed to your original payment method (credit card, debit card, PayPal, etc.). Your bank may take 3–5 working days to display the refund in your account.
Gift Purchases?
If the item was a gift and paid for by someone else, the refund will go back to the original purchaser's payment method. The recipient will need to contact the purchaser to arrange a refund to them.
Items We Can't Refund
We're unable to refund:
- Items used on pets (e.g., worn collars, clothing, harnesses)
- Items with clear signs of use, wear, or damage caused by the customer
- Custom-made products (unless faulty or damaged)
- Items returned after 14 days
- Items returned without original packaging or components
- Digital products, guides, or downloadable content
Issues & Complaints
We Got It Wrong?
If you received the wrong item, the wrong quantity, or there's a significant quality issue, contact us immediately. We'll resolve it promptly — replacement, refund, or credit.
Not Happy With Your Decision?
If you disagree with our return decision, reply to our email with extra information and photos. We'll review and reconsider.
Escalation
If we can't resolve the issue, you have the right to escalate to your local authority or, for payments made by card, raise a dispute with your card issuer.
Contact Us
Have questions about returns or refunds?
hello@poorly-pet.com
Response within 24 hours