Refund policy

Return and Refund Policy

We want customers to choose carefully and contact us before ordering if they are unsure whether a product is right for their home.

This policy applies to online orders from Petnetic. It does not affect your statutory rights.

How to request help

To request a return, refund, cancellation, or order help, contact us with your order number, the email used at checkout, and a short note about the issue. Please wait for our return instructions before sending anything back.

Change-of-mind cancellations and returns

For eligible online orders, you can tell us you want to cancel within 14 days of receiving your order. You then have another 14 days to return the item after telling us.

Items should be returned in a condition that allows us to inspect and resell them, unless the item is faulty, damaged, wrong, or not as described. You may handle the item as you would in a shop, but we may reduce a refund if the item has been used or damaged beyond what is needed to inspect it.

For change-of-mind returns, you are normally responsible for the cost of return postage. We recommend using a tracked service and keeping proof of postage.

Refund timing

For returned items, we will process any refund due within 14 days of receiving the item back, or within 14 days of receiving evidence that you have sent it back. Refunds are normally made to the original payment method where possible.

Where required, we will refund the standard delivery cost paid for the order. If you chose a more expensive delivery option, only the standard delivery cost is refundable.

Damaged, wrong, faulty, or missing items

If something arrives damaged, wrong, faulty, or missing, contact us as soon as possible with:

- your order number;
- the email used at checkout;
- photos of what arrived;
- photos of the packaging;
- a short note explaining the issue.

We will review the details and explain the next step. If the item is faulty, damaged, wrong, or not as described, we will not ask you to pay the reasonable return cost required to resolve that issue.

Cancellations and order changes

If you need to change or cancel an order, contact us as soon as possible with your order number and checkout email. We will check the order status and let you know what options are available. Changes or cancellations may not be possible once an order has started processing or dispatch.