What is Pets at Home’s return policy?
Confused over how to start the return process for Pets at Home?
For Pets at Home, their official return policy states that:
If you aren’t completely happy with your purchase you can return it within 30 days, with a proof of purchase. This does not affect your statutory rights For online orders Return it to any of our Pet Care Centres, or simply contact our customer care team. Your item(s) will need to be: With an original proof of purchase. In an unused condition in its original packaging and with any tags or security seals intact. If your item was delivered directly from one of our suppliers, you will need to follow the return instructions on the delivery note. If in doubt please don’t hesitate to contact our customer care team. For any products returned under the 100% satisfaction guarantee, a receipt is still required and products will be exchanged for another product at the same price point. Products must be at least half full to claim an exchange.
Here is a summary table:
Aspect | Details |
|---|---|
Return Policy | Pets at Home offers a 30-day return policy for most items, provided they are unused, in their original packaging, and accompanied by proof of purchase. |
Return Time Period | 30 days |
Non Returnables | Personalised products |
Contact Details | No mobile, Only Email |
Upload your Pets at Home receipt
Upload your Pets at Home receipt to instantly check if you're eligible for a return:
How do I start a return?
According to their most updated return policy, these are the steps to take to initiate a return with Pets at Home.
If you purchased your item for home delivery you can return your item via courier collection Contact our Customer Service team via live chat which can be found on our website between 9am and 8pm Monday - Friday, and 9am - 5pm Saturday and Sunday. This can all be arranged online with a customer service colleague
*Exception: Pets at Home cannot accept returns on personalised products that are especially made or ordered with your choice of name, fabric, message or other customised aspect unless they are defective.
A refund of the original delivery charge and the charges for returning the item to us will only be given in the instance of incorrect, damaged or faulty goods when all the items are returned.
- Packing and sending your return
- To ensure that your refund is processed as quickly as possible, please follow the procedures below.
- Return the product in its original packaging
- Pack the product to avoid damage during returns transit
- Include your order confirmation email or your name, address, phone number, order number and whether you require a refund or a replacement.
- If your item was purchased from store, simply pop into your local store with the item and your receipt and one of our colleagues in store will be able to help. For a full refund on a returned product, please ensure the item is in its original packaging.
What is the Pets at Home’s return time period?
Pets at Home's return policy allows customers to return most items within 30 days of purchase, with some exceptions for specific categories. Be sure to confirm any exceptions before proceeding!
What can I not return at Pets at Home?
Pets at Home cannot accept returns on personalised products that are especially made or ordered with your choice of name, fabric, message or other customised aspect unless they are defective.
What do I need to bring for a return?
To process a return, you will need proof of purchase, which can be a physical or digital receipt. Additionally, ensure the item is in good, unused, unwashed condition, preferably in its original packaging.
Who can I contact for help?
For further clarification, you can always reach out to Pets at Home’s helpline:
Pets At Home responds to email messages in the order they are received. Please allow 72 hours (Monday - Sunday 09:00 - 18:00) for us to answer your query or for a quicker response, please use our Live Chat service.
How do I do returns for Pets at Home without a receipt?
If you don’t have a receipt, you may still be able to process a return using delivery and shipping confirmation emails, your Pets at Home account information, or credit card statements. If you've lost a physical receipt, returning to the original store can increase your chances of a successful return. Here’s what to bring to assist in verifying your purchase:
- A valid ID (driver's license or state ID).
- Details about the product, including name, brand, and approximate purchase date.
- Refunds may be issued as store credit or at the current selling price.
- Remember to be patient and polite when interacting with Pets at Home associates, as they work within company policies.
Having these items will significantly improve your chances of a successful return.
💡 Pro Tip: Always digitize your Pets at Home receipts immediately after purchase using Receiptor AI's WhatsApp scanner for hassle-free returns later.
Keep your purchase documents organized
A stored receipt can help you find the purchase details when preparing a return. It does not change Pets at Home's policy or guarantee that a return will be accepted.
Collect email receipts
Connect the inbox that receives your purchase receipts to Receiptor AI. It collects receipts and invoices and extracts details such as the merchant, date and amount. Review the extracted information and keep the original document.
Save paper receipts too
Use Receiptor AI's supported WhatsApp or iMessage connection, or upload a receipt image. Check that the full receipt is legible before submitting it.
Check the return deadline with Pets at Home
Confirm the deadline and any item-specific exclusions with the retailer. Keep your own reminder if needed, and bring the purchase evidence the retailer requests. For business purchases, retain the receipt with your bookkeeping records as well.
FAQs
Beyond what we have covered, here are some common questions relating to processing returns at Pets at Home.
When will I receive my refund?
- Refunds are typically processed by your card-issuing bank within 2-5 working days after we initiate the refund.
- If you paid via PayPal, it may take up to 24 hours to reflect in your PayPal account.
My item has developed a fault within its twelve month guarantee, what do I need to do?
- If you need to return a faulty item Petsathome will offer you an exchange, replacement or a refund.
Have any further questions? You can check out Pets at Home’s FAQ page for other common enquiries at this link.
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