Refund policy

1. Introduction
At THE PETS NOOK, we want you to be satisfied with your purchase. This Returns & Refund Policy explains how returns, refunds, and exchanges are handled when you shop with us. It should be read together with our other store policies.

2. Returns
You have 30 days from the date of delivery to request a return.

To be eligible for a return, the item must:

  • Be unused and in the same condition as you received it

  • Be returned in its original packaging where possible

  • Include all original parts and accessories

Items returned in an unsellable condition may not be eligible for a refund.

3. Non-Returnable Items
Certain items may not be eligible for return, including:

  • Items marked as final sale

  • Gift cards

  • Personalised or custom-made items, where applicable

If you are unsure whether your item qualifies for a return, please contact us before returning it.

4. How to Request a Return
To request a return, please contact us with:

  • Your order number

  • The item you wish to return

  • The reason for the return

Contact details:
Email: contact@THEPETSNOOK.CO.UK
Phone: +44 7456 093530
Website: THEPETSNOOK.CO.UK

Once your return is approved, we will provide you with return instructions.

5. Return Shipping
Customers are responsible for return shipping costs unless the item is faulty, incorrect, or not as described.

We recommend using a tracked shipping service. We are not responsible for items lost during return shipping.

6. Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us as soon as possible after delivery. We will review the issue and arrange a replacement or refund where appropriate.

7. Refund Processing
Once we receive and inspect your returned item, we will notify you of the refund status.

If approved:

  • Refunds will be issued to the original payment method

  • Processing times may vary depending on your payment provider

  • Please allow several business days for the refund to appear in your account

8. Exchanges
If you wish to exchange an item, please contact us to discuss availability.

9. Late or Missing Refunds
If you have not received an approved refund:

  • Check with your bank or payment provider

  • Contact your payment provider for further information

  • If the issue continues, please contact us

10. Your Statutory Rights
This policy does not affect your statutory rights under UK consumer law. If you are a UK consumer, you may also have additional cancellation rights for online purchases. This policy is in addition to, and does not replace, those rights.

11. Contact Information
THE PETS NOOK
69 Stockport Rd
Romiley, Stockport SK6 3AA
United Kingdom

Phone: +44 7456 093530
Email: contact@THEPETSNOOK.CO.UK
Website: THEPETSNOOK.CO.UK