Refund policy
Returns & Refunds Policy
At PetMom, we want every pet and every pet parent to be completely happy. If something is not quite right, we have got it covered.
Our 30-Day Guarantee
You have 30 days from the date of delivery to return any item for a full refund. No quibbles, no hassle.
How to Return an Item
- Contact us: Email support@petmom.co.uk with your order number and reason for return.
- Receive your return label: We will send you a prepaid return shipping label within 24 hours.
- Send it back: Pack the item securely and drop it off at your nearest post office.
- Get your refund: Once we receive and inspect the item, your refund will be processed within 5-7 working days.
What Can Be Returned?
- Items in their original, unused condition
- Items in their original packaging
- Items returned within 30 days of delivery
What Cannot Be Returned?
- Items that have been used or damaged
- Personalised or custom-made products
- Items returned after the 30-day window
Exchanges
Need a different size or colour? We can arrange an exchange — just let us know what you would like instead and we will make it happen.
Damaged or Faulty Items
If your item arrives damaged or is faulty, email us immediately with photos. We will send a replacement or full refund — your choice — and you will not even need to cover the return postage.
Questions?
Any questions about our returns policy? Get in touch — our team is always happy to help.