Refund policy

Returns & Refunds

We have a 30-day return policy — you have 30 days after receiving your item to request a return, which includes the standard 14-day statutory cooling-off period all UK online retailers must offer. This means whether you've simply changed your mind or something's not right, you've got a comfortable window to get in touch.

To be eligible for a return, your item must be in the same condition you received it (not nibbled or chewed, and free from pet hair, dirt, or odour), with tags attached, and in its original packaging. Please have your order number or proof of purchase to hand.

To start a return, email us at info@theurbanpetstore.co.uk with your order number and let us know you're sending an item back. You'll then need to arrange and pay for the return yourself, even if it's within the 14 day statutory cooling-off period  — we recommend Royal Mail for a tracked, insured service, but any courier works.

Return address:

The Urban Pet Store, 127-129 Main Street, Garforth, Leeds, LS25 1AF

Damages and issues
Please inspect your order as soon as it arrives, and contact us straight away if an item is defective, damaged, or not what you ordered. In these cases, we'll cover the cost of the return and make it right — a replacement, exchange, or refund.

Exceptions / non-returnable items
We're unable to accept returns on gift cards.

Exchanges
The quickest way to get what you want is to return your original item and, once that return is accepted, place a new order. Alternatively, get in touch and we're happy to arrange the exchange for you directly.

Refunds
Once we've received and inspected your return, we'll let you know it's arrived and confirm whether your refund's been approved. Approved refunds go back to your original payment method within 14 days of us receiving the item — though your bank or card provider may take a few extra days to show it in your account.

This policy doesn't affect your statutory rights under UK consumer law.