Returns & Exchanges

At BritPet, our returns and exchanges policy is designed to provide customers with complete confidence in the products purchased from our store.

All our products come with a guarantee against manufacturing defects.
We also accept exchanges for products that arrive different from what was originally ordered.

If you receive a product from us that has a manufacturing defect or is different from your order, please follow these steps to request an exchange:

  • If more than 7 working days have passed and the product shows a fault or defect, contact us by email providing your order number, the product to be returned, and a description of the defect.

  • Once we receive your email, we will forward your request to our Quality Control team for review. Their authorisation will be required for any exchange to be processed. After the analysis, we will contact you with the outcome and confirm if an exchange is necessary.

  • The maximum period to request an exchange for this reason is 90 days from the date of receipt.
    ⚠️ Please note: exchanges or refunds will not be processed after this period.

Resolution Options

Your claim will be reviewed within a maximum of 7 working days. If the problem is confirmed, you may choose one of the following options:

  • Receive a refund for the amount paid.

  • Receive a replacement product identical to the one ordered.

  • Receive a different product of equivalent value.

  • Receive a voucher for the value of the product to use on future purchases.

Order Cancellations (Cooling-Off Period)

In line with UK consumer law, you may request the cancellation of an online purchase within 7 days from the date of receipt.

  • For credit card refunds, our Finance Department has up to 7 working days to process the request with your card provider. Please note that it may take up to 120 days for the amount to appear back on your statement, depending on your card issuer’s billing cycle.

  • If a refund by bank transfer is required, it will be processed within a maximum of 10 working days after quality control analysis. Refunds can only be issued to an account registered under the same name used for the original purchase.

Important Notes

  • Products returned without prior notice, outside of the timeframe, missing items, without tags, or without proof of purchase will be sent back to the customer.

  • The same applies to exchanges refused after quality inspection by our team. In these cases, items will be returned by courier with shipping costs payable by the customer.

  • ⚠️ BritPet is not responsible for shipping costs related to returns that result in refunds, chargebacks, or exchanges for other products. These expenses are the customer’s responsibility.