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Refund & Cancellation Policy


Our aim is to provide excellent customer satisfaction; therefore we have set out our terms below to help on those rare occasions when things don’t quite go to plan.  If you have any questions regarding the terms of the Refund & cancellation Policy, we’re happy to discuss matters via email on You can also give us a call on 07903304442.

The terms and conditions noted below explain our policy on refunds and cancellations.  

What happens if I want to cancel my order? 

If you would like to cancel your order, please get in touch as soon as possible. If we haven’t already dispatched your order, we will issue you a full refund once we have received your request. Refunds may take between 5 and 10 days to show in your account.

What happens if something is missing?

If you have received your order and something is missing, we sincerely apologise and will prioritise the correction immediately. Where possible we offer immediate replacements or alternatively, you can request a refund for the value of the missing item/s.

We’re sorry if you have received items that are different from your order. To ensure that we can rectify the matter, please contact us within 7 days. 

What happens if my order arrives damaged?

We sincerely apologise if your item has been received in a damaged or faulty condition.  We like to resolve matters quickly, as we know how disheartening this can be. To help us resolve the matter, we ask that you check all items on receipt and contact us within 48 hours via email stating the issue and description along with relevant images.  Our Returns Policy for faulty items upholds your statutory rights.

What happens if my order is delayed or lost in transit?

We take every care to ensure that your order is shipped and received as per your request.  We also take great care to ensure that our delivery provider meets our high level of expectations. However, on very rare occasions items can be delayed or lost in transit.  We understand that this can be frustrating, therefore when your item is delayed due to an issue that we are experiencing, we aim to contact you within 48 hours.

If a parcel experiences courier delays or is delayed due to circumstances beyond our control, we will endeavour to make sure that the parcel reaches you before we contemplate sending out a replacement. 

If you are concerned about the status of your order, please contact us via email on You can also give us a call on 07903304442.

What happens if I am not satisfied? 

We take great care to ensure that your items reach you in excellent condition. We also pride ourselves on providing a quality, down to earth customer service. A refund or replacement item is always offered when you are not satisfied that what you ordered is what you have received. If you feel like we have fallen short of our promises, we ask that you contact us on 07903304442 and we shall immediately look into the issue.

What are my statutory rights? 

Our Cancellation and Returns Policy does not affect your statutory rights. For more information on your UK statutory rights, please visit or contact the Government funded consumer advice service Consumer Direct on 08454 040 506. 

How do I return an Item?

Where your return meets the requirements set out in the returns and cancellations policy, please return your item via UPS Standard delivery to;

The Urban Pet Store

127-129 Main Street



LS25 1AF

United Kingdom