Return & Refund

Can I change my order?

Once you've placed an order, you can't change it. You may contact our customer service by sending an email to info@petsvilla.co.uk and we will try to inform the courier company

Can I cancel my order?

Yes, as long as the item's not been dispatched.

You can cancel single item orders before dispatch by going in 'My Account' and 'My Orders'. If the cancel option is missing on your order, you can contact us by sending an email to info@petsvilla.co.uk and we'll cancel it and give you a full refund.

Cancellations made after we've sent your item(s) will need to be made at the time of delivery – just refuse the delivery, or contact us within 14 days. Once you've notified us, we'll let you know how to return it, or arrange for a collection. Once it gets back to us, you'll receive a full refund of the item(s) (but minus initial delivery cost, and any return or collection costs).

What if I don't like it?

You can arrange to return your item through the My Orders section of your Account; you have 14 days from receiving your order in which to return it. For any items that can’t be returned via the online portal just send an email to info@petsvilla.co.uk within 14 days of receiving your order, and we'll let you know how to return it, or arrange for a collection. Once it gets back to us, you'll receive a full refund of the item(s) (but minus initial delivery cost, and any return or collection costs).


For items returns to us, we ask that:​

  • You keep the boxes and packages that the items came in 

  • The goods are returned in their original condition

  • You’ve got in touch with us to process your return within 14 days of your Payment Confirmation

  • You may arrange your own delivery to send the items back to us. Once we’ve received your returned products and we’re happy with their condition then we’ll process your refund for those products.



* Please note that frozen products are not returnable or refundable.

What if the item's damaged when it arrives, or I was sent the wrong item?

It's important that you inspect your order on delivery, because we'll ask you to sign a form confirming that it's in good condition. If you're not happy, let our delivery partner know, or contact us.

If we've missed something or sent you the wrong thing, just let us know within 14 days. It really helps if you send us a few photos of the damage or any other issues. Our team will assess your complaint and let you know how to return the item, or arrange for a collection. We'll either give you a full refund, arrange for a repair, or order you a replacement.

The product to be returned needs to be disassembled and repackaged if applicable.

How much do returns cost?

If you need to return an item because it's faulty, or because of something we've done wrong, we won't charge you for the return/collection. But if you're returning an item because you've changed your mind, you'll need to pay the cost to send it back to us.

If you return your whole order, we'll give you a full refund, minus the initial delivery, returns or collection fee.

If you only return some of your order, we'll refund for those items, minus the initial delivery, returns or collection fee.

How long will my refund take?

For security reasons, we can only make refunds to the original payment method you used to place your order.*

The refund will be processed within 2 working days and reach your account within 30 days.**

* Terms vary between bank and card companies. Customers can see their refund policy on the T&Cs they have with their banks.

** Typically within 5-7 days, but it may take up to 30. Customers can see their refund policy on the T&Cs they have with their banks.

 

 

Pets Villa reserve the right to amend these terms and conditions at any time.