Refund policy

Effective Date: 06/01/2026

Welcome to Village Pets. We strive to ensure customer satisfaction with every purchase. This Return & Refund Policy outlines the conditions under which returns and refunds are accepted.

By placing an order with us, you agree to the terms described below.

1. RETURN ELIGIBILITY

We offer a 30-day return window from the date of delivery.

To be eligible for a return:

  • The item must be unused, unworn, and in original condition
  • The item must be returned in its original packaging
  • Proof of purchase (order confirmation) is required

Returns that do not meet these conditions may be rejected.

2. RETURN WINDOW

  • Customers have 30 days from the delivery date to request a return
  • Return requests submitted after this period may not be accepted

We recommend contacting us as soon as possible if you wish to return an item.

3. RETURN SHIPPING RESPONSIBILITY

Customers are fully responsible for:

  • Return shipping costs for change-of-mind returns
  • Arranging their own return shipping method
  • Providing a valid return tracking number

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

Shipping costs are non-refundable.

4. RESTOCKING FEE

  • We do not charge any restocking fee (0%)

However, customers are still responsible for applicable return shipping expenses.

5. HOW TO INITIATE A RETURN

To request a return, please follow these steps:

  • Contact us at support@village-pets.uk
  • Provide your order number
  • State the reason for return
  • Attach photos (if applicable)

Our support team will review your request and provide further instructions.

6. REFUND PROCESS

Once your returned item is received and inspected:

  • Your refund will be processed within 10 business days
  • Refunds will be issued to the original payment method

You will be notified via email once your refund has been approved and processed.

7. REFUND CONDITIONS

Refunds are only issued if:

  • The item meets return eligibility criteria
  • The item is received in acceptable condition

Partial or no refunds may be issued for:

  • Used or damaged items
  • Items returned without original packaging
  • Returns that do not comply with our policy

8. NON-REFUNDABLE SITUATIONS

Refunds will not be provided in the following cases:

  • 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
  • Customized or personalized products
  • Items returned outside the return window

9. DAMAGED OR DEFECTIVE ITEMS

If you receive a damaged or defective item:

  • Contact us within 3 days after delivery
  • Provide clear photos of the issue

We will review your case and provide an appropriate resolution.

10. ORDER CANCELLATIONS

  • Orders can only be canceled before they are processed
  • Once an order has been shipped, cancellation is not possible

11. EXCHANGES

We currently do not offer direct exchanges.

If you wish to replace an item:

  • Return the original item
  • Place a new order separately

12. LATE OR MISSING REFUNDS

If you have not received your refund:

  • Check your bank account again
  • Contact your credit card provider
  • Processing times may vary depending on your bank

If the issue persists, contact us for assistance.

13. CONTACT INFORMATION

For return and refund inquiries, please contact us:

Store Name: Village Pets

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

Email: support@village-pets.uk

Phone: +44 2086571791

IMPORTANT NOTICE

  • Customers are responsible for applicable return-related costs
  • Ensure items are securely packaged when returning
  • Keep proof of shipment for your records