Refund policy

At Village Pets, we want both you and your pets to be completely satisfied with every purchase. Our goal is to provide a clear, fair and simple return process in line with UK consumer protection regulations.

1. Return Eligibility & 30 Day Window

You may request a return within 30 days of receiving your order.

To be eligible for a return:

Condition
Items must be unused, unworn and in the same condition that you received them.

Packaging
Products must be returned in their original packaging, including tags, labels and accessories where applicable.

Proof of Purchase
A valid order number or receipt is required.

For hygiene and pet safety reasons, some products cannot be returned.

2. Non-Returnable Pet Products

For hygiene, health and safety reasons, we cannot accept returns on the following items:

  • Opened pet food or treats

  • Opened grooming or hygiene products

  • Used pet beds, carriers or pet clothing

  • Flea or health treatment products

  • Perishable goods

  • Gift cards

  • Clearance or final sale items

  • Customised or personalised products

These policies help protect the health and safety of all animals.

3. How to Start a Return

To request a return please follow these steps:

Step 1
Email us at support@villagepets.uk with your order number and reason for return.

Step 2
If the item is damaged, faulty or incorrect, include clear photos of the product and packaging.

Step 3
Wait for return authorisation from our support team. Returns sent without approval may not be accepted.

4. Fees & Refunds

Restocking Fees
We do not charge any restocking fees.

Return Shipping Costs

  • If you change your mind, you are responsible for return shipping costs.

  • If the item is damaged, faulty or incorrect, Village Pets will cover the return shipping cost.

Refund Processing

Once the returned item is received and inspected, approved refunds will be issued to the original payment method within 5–7 business days.

5. Damaged or Incorrect Items

If your order arrives damaged or incorrect, please contact us within 3 days of delivery.

Our team will arrange a replacement or full refund at no additional cost.

6. Contact Information

If you have any questions regarding returns or your order, please contact our support team.

Store Name: Village Pets

Business Address: 55 Limpsfield Rd, South Croydon CR2 9LB, United Kingdom

Phone: +44 2086571791

Email: support@villagepets.uk

Customer Service Hours: (GMT UTC+0)
Monday – Friday
9:00 AM – 5:00 PM

Order Cut-Off Time:
5:00 PM (GMT UTC+0)