Effective Date: 25 July 2026

    At PETS N POTIONS LTD, we are committed to providing quality products and a straightforward returns process. This Return & Refund Policy explains how returns and refunds are handled for purchases made through our website.

    This policy applies to purchases made through our website by customers within the United Kingdom. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable UK consumer protection laws.

    1. Return Period

    Eligible products may be returned within 14 calendar days from the date of delivery.

    To qualify for a return, the item must:

    • Be unused and in its original condition.
    • Be returned with the original packaging where reasonably possible.
    • Include all supplied accessories, labels, and components.
    • Not show signs of misuse, accidental damage, neglect, or improper handling after delivery.

    All returned items are subject to inspection before a refund is approved.

    2. How to Request a Return

    Before returning an item, please contact our customer support team by email.

    Business Email: support@petsnpotions.com

    Please include:

    • Your full name.
    • Your order number.
    • The email address used to place the order.
    • The reason for the return.
    • Photographs if the item is damaged, faulty, or incorrect.

    Once your request has been reviewed, we will provide return instructions.

    Please do not send items back before receiving return authorisation.

    3. Return Shipping Costs

    If you are returning an item because you have changed your mind, you are generally responsible for the return shipping costs unless otherwise required by law.

    If the item is faulty, damaged during delivery, or incorrect, we will review the issue and, where appropriate, provide a suitable remedy in accordance with applicable consumer protection laws.

    We recommend using a tracked delivery service when returning products.

    4. Inspection of Returned Goods

    All returned items are inspected after they are received.

    During the inspection, we may verify:

    • Product condition.
    • Evidence of use.
    • Original packaging.
    • Included accessories and components.
    • Return eligibility.

    If a returned item does not meet the requirements of this policy, the return request may not be approved.

    5. Refunds

    Once your returned item has been received and inspected, we will notify you of the outcome.

    If your return is approved:

    • Refunds are issued to the original payment method used for the purchase.
    • Approved refunds are generally processed within 7 business days after the returned item has been inspected and approved.
    • Your payment provider may require additional time for the refunded amount to appear in your account.

    6. Faulty, Damaged or Incorrect Goods

    If you receive a faulty, damaged, or incorrect item, please contact us as soon as reasonably possible.

    Please include:

    • Your order number.
    • A description of the issue.
    • Clear photographs of the product and packaging where applicable.

    After reviewing your request, we will determine an appropriate resolution in accordance with applicable consumer protection laws.

    7. Items That May Not Be Eligible for Return

    Where permitted by applicable law, returns may not be accepted for:

    • Products damaged after delivery due to misuse, neglect, accidental damage, or improper handling.
    • Products returned with essential parts or accessories missing.
    • Products that have been altered or modified after delivery.
    • Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.

    If a return cannot be accepted, we will explain the reason.

    8. Exchanges

    We do not currently offer direct exchanges.

    If you would like a different item, you may place a new order after your return has been completed.

    9. Missing Deliveries

    If your order has not arrived within the estimated delivery period, please contact us.

    We will review the shipment with the delivery provider and keep you informed of any updates.

    10. Your Statutory Rights

    Nothing in this Return & Refund Policy limits or excludes any rights available under applicable UK consumer protection legislation.

    Where this policy differs from your statutory rights, your statutory rights will take precedence.

    11. Changes to This Policy

    We may update this Return & Refund Policy from time to time to reflect changes in our business practices or legal requirements.

    The latest version will always be published on this page.

    12. Contact Information

    Business Name: Pets N Potions

    LTD Name: PETS N POTIONS LTD

    Company Number: 17050588

    Business Email: support@petsnpotions.com

    Business Phone: +44 1902 880188

    Physical Address: 9 Turner Ave, Lanesfield, Bilston WV14 9BG, United Kingdom