Return & Refund Policy – Village Pets (United Kingdom)
Thank you for choosing Village Pets.
We are committed to providing a clear, fair, and hassle-free return and refund experience. This policy applies only to orders shipped within the United Kingdom.
30-Day Return Policy
Village Pets offers a 30-day return period, allowing you to request a return within 30 days of receiving your order.
To be eligible for a return:
- Items must be new, unused, and in original condition
- All original packaging, tags, and protective materials must be intact
How to Initiate a Return
To initiate a return, please contact our customer support team before sending any items back: 📧 support@villagepets.uk 📞 +44 208 657 1791
Once your request is approved, you will receive a return authorisation along with detailed return instructions. Returns sent without prior authorisation will not be accepted.
Return Shipping Labels Damaged / Defective / Incorrect Items: Village Pets will provide a prepaid return shipping label
Non-Defective Returns (Change of Mind): Customers are responsible for return shipping costs
Return Period Returns must be requested within 30 days of delivery Requests made after this period may not be accepted
Product Condition for Returns
Returned items must be:
- Unused and unworn
- In original packaging
- Free from damage, stains, pet hair, or signs of use Items that do not meet these conditions may be refused.
Restocking Fees
Village Pets does not charge any restocking fees.
Return Shipping Costs Damaged / Defective / Incorrect Items: Return shipping covered by Village Pets
Change of Mind Returns: Return shipping costs are the responsibility of the customer
Damaged, Incorrect, or Defective Products
Please inspect your order upon delivery. If your item arrives damaged, defective, or incorrect, please contact us promptly: 📧 support@villagepets.uk 📞 +44 208 657 1791 Please include clear photos of the item and packaging to help us resolve the issue quickly.
Exchanges
We offer exchanges only for damaged, defective, or incorrect items. Please contact customer support before returning the item to request an exchange.
Restoration / Refurbishment Fees
No restoration, refurbishment, or processing fees are applied to returns.
Refunds
Once your return is received and inspected:
- You will be notified of the approval or rejection of your refund
- Approved refunds are processed within 7 business days
- Refunds are issued to the original payment method Please note that bank processing times may vary.
International Orders
Village Pets currently accepts orders within the United Kingdom only. Orders with delivery addresses outside the UK are not accepted at this time.
CONTACT INFORMATION:
Store Name: Village Pets
Business Address: 55 Limpsfield Rd, South Croydon CR2 9LB, United Kingdom
Phone: +44 2086571791
Email: support@villagepets.uk
Business Hours: Our customer service hours are from 9:00 AM to 5:00 PM, Monday through Friday (GMT UTC +0)
Order Cut-off Time: 5 PM (GMT UTC +0)