Urban Pet Play Ltd: Return & Refund

1) What is your returns policy?

We want you to feel confident ordering from Urban Pet Play Ltd. If something isn’t quite right, you can request a return within [14/28/30] days of receiving your order, provided the item is:

• unused and in its original condition
• in its original packaging (where possible)
• returned with any tags, inserts, and accessories included

Some products may be excluded for hygiene or safety reasons (see below).

2) How do I start a return?

To begin a return, please contact us at info@urbanpetplay.co.uk with:

• your order number
• the item(s) you want to return
• the reason for return (optional, but helpful)
• photos if the item is faulty or damaged

We’ll reply with return instructions, including the return address and any required forms.

3) Do I have to pay for return shipping?

Return shipping costs depend on the reason for the return:

• Changed your mind / incorrect size ordered: return postage is usually paid by the customer.
• Faulty, damaged, or incorrect item received: we’ll cover return shipping (or offer a prepaid label) where appropriate.

If you use a tracked service, keep your proof of postage until your return is processed.

4) Which items can’t be returned?

For hygiene and pet safety, some items may not be eligible for return, such as:

• opened consumables (e.g., treats, supplements)
• opened grooming products
• items that have been used, washed, or show signs of wear
• personalised or custom-made items
• clearance/final sale items (if stated at purchase)

If you’re unsure whether an item qualifies, contact us before sending anything back.

5) What if my item is faulty or damaged?

If your item arrives damaged or becomes faulty within a reasonable time, please contact us within 48 hours of delivery (or as soon as you notice the issue) and include:

• your order number
• clear photos of the item and packaging
• a brief description of the problem

We’ll assess the issue and offer the most appropriate resolution—this may include a replacement, repair, partial refund, or full refund depending on the situation.

6) What if I received the wrong item?

If you’ve received an incorrect item, we’re sorry about that. Please contact us as soon as possible with your order number and a photo of what you received. We’ll arrange:

• delivery of the correct item, and
• return of the incorrect item (with a prepaid label where applicable)

7) Can I exchange an item instead of returning it?

Yes, exchanges may be possible depending on stock availability.

Common exchange requests include:

• sizing changes (e.g., collar/harness sizing)
• swapping to a different colour/variation
• exchanging a gift

To request an exchange, contact us with your order number and what you’d like to swap for. If an exchange isn’t possible, we can help you return the item for a refund and place a new order.

8) How long does it take to process a return?

Once your return arrives back with us, we aim to process it within 3–5 working days. During peak periods, it may take a little longer, but we’ll always work as quickly as possible.

9) When will I receive my refund?

Refunds are issued to the original payment method used at checkout. After we process your return, your bank/payment provider may take additional time to show the refund—typically 3-10 working days.

If it’s been longer than this, contact us and we’ll help track it down.

10) Will I be refunded for the original shipping cost?

Original shipping costs are non-refundable.

In many cases:

• if you return an entire order, we may refund the standard outbound shipping (depending on your policy and local consumer law)
• if you return part of an order, outbound shipping usually isn’t refunded
• if the return is due to our error or a fault, shipping costs may be refunded

You can clearly define your approach here to avoid confusion.

11) Can I return an item that was bought as a gift?

Yes. If you received an Urban Pet Play Ltd item as a gift, contact us with:

• the purchaser’s name or order number (if available)
• the item details

We can advise the options available—this may include an exchange, store credit, or refund to the original payment method (depending on how the order was placed).

12) What condition does the item need to be in?

To qualify for a return, items should be:

• clean, unused, and free of pet hair where possible
• returned with original tags/labels
• in original packaging (where applicable)

We reserve the right to refuse a refund (or apply a partial refund) if items are returned used or not in a resellable condition, unless the item is faulty.

13) What if I missed the returns window?

If you’re outside the return period, contact us anyway. We may be able to help with:

• a discretionary exchange
• store credit
• advice on product troubleshooting (if the issue is usability rather than fault)

This is handled on a case-by-case basis.

14) What if my parcel gets lost on the way back?

If you’re returning an item, we strongly recommend using a tracked postage option and keeping proof of postage. If a return is lost in transit without tracking, we may not be able to process a refund.

If you used a tracked service and it shows as lost, contact us and we’ll advise next steps.

15) Can I return an item bought on sale?

Sale items are usually returnable unless marked as final sale. If an item is final sale, this will be clearly stated on the product page and/or at checkout.