Refund policy
Returns
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
In addition, under the Consumer Contracts Regulations 2013, you have the legal right to cancel your order within 14 days of receiving your goods, for any reason and without justification.
To be eligible for a return:
- Your item must be in the same condition that you received it
- Unworn or unused, with tags
- In its original packaging
- Accompanied by a receipt or proof of purchase
To start a return, contact us at admin@urbanpetshop.co.uk.
Returns must be requested and approved before being sent back. Items returned without prior approval will not be accepted.
Return Shipping
Unless the item is faulty, damaged, or incorrect, you are responsible for the cost of return shipping.
We aim to provide a flexible and customer-focused experience and may, at our discretion, offer:
- Prepaid return labels
- Replacements
- Partial refunds or store credit
This will be assessed on a case-by-case basis.
Damages and Issues
Please inspect your order upon delivery.
If your item is:
- Defective
- Damaged
- Incorrect
Contact us immediately at admin@urbanpetshop.co.uk.
We will handle the issue directly and arrange an appropriate resolution, including a replacement or refund where applicable.
Exceptions / Non-Returnable Items
We do not accept returns for:
- Perishable goods (e.g. food, flowers, plants)
- Custom or personalised items
- Personal care goods (e.g. grooming or hygiene products)
- Hazardous materials, flammable liquids, or gases
If you are unsure whether your item is eligible, please contact us.
Sale items and gift cards are non-refundable.
Exchanges
We do not offer direct exchanges.
The fastest way to receive a different item is to:
- Return your original item (once approved)
- Place a new order separately
Refunds
Once we receive and inspect your return, we will notify you of the outcome.
If approved:
- Refunds will be issued to your original payment method
- Within 10 business days
- Shipping costs will not be refunded
Please note:
- Your bank or card provider may take additional time to process the refund
If more than 15 business days have passed since approval, contact us at admin@urbanpetshop.co.uk.