At Urban Pet Play Ltd, we want you to be happy with your purchase. If you are not completely satisfied with your order, we offer a straightforward returns process for eligible items in accordance with UK consumer protection laws.
You may request a return within 30 days of receiving your order, unless a different timeframe is stated for a specific product.
To be eligible for a return, items must:
Be unused and in original condition
Be returned with original packaging where applicable
Include any accessories, instructions, or included items
Be accompanied by your order details or proof of purchase
To start a return:
Contact our customer support team with your order number.
Provide details of the item you wish to return and the reason for return.
Wait for confirmation and return instructions.
Send the item back using the provided guidance.
Please do not return items without contacting us first.
Unless an item is faulty, damaged, or incorrect, customers may be responsible for return delivery costs.
If we have supplied an incorrect item or the product arrives faulty, we will review the issue and provide an appropriate solution.
Once your returned item has been received and inspected, we will confirm whether your refund has been approved.
Approved refunds will:
Be issued to the original payment method
Be processed within a reasonable timeframe
Exclude any non-refundable delivery charges where applicable
Your bank or payment provider may require additional processing time before funds appear in your account.
If your order arrives damaged, defective, or incorrect, please contact us as soon as possible.
Please provide:
Your order number
Details of the issue
Photographs of the item and packaging where possible
We will assess the issue and work with you to provide a suitable resolution.
For hygiene, safety, and animal welfare reasons, some products may not be eligible for return unless faulty.
This may include:
Opened food or treats
Used grooming products
Personal hygiene items
Products that cannot be resold due to safety reasons
Any exclusions will be clearly stated where applicable.
If you need to exchange an item, please contact us and we will advise on the available options.
This policy does not affect your statutory rights under UK consumer protection legislation, including your rights relating to faulty, misdescribed, or unsuitable goods.
If you have any questions regarding returns or refunds, please contact:
Urban Pet Play Ltd
Email: info@urbanpetplay.co.uk
We are committed to making your shopping experience simple, fair, and hassle-free.
