Urban Pet Play Ltd – Online Pet Shop & Pet Supplies UK
At Urban Pet Play Ltd, customer satisfaction and animal welfare are important to us. We want you to feel confident when shopping for your pets, whether purchasing food, toys, accessories, grooming products or other pet care essentials.
If you are unhappy with your purchase, this policy explains how returns, refunds and exchanges are handled.
Under the Consumer Contracts Regulations 2013, customers purchasing eligible products online generally have 14 days from the day after receiving their goods to notify us that they wish to cancel their order.
Following notification, customers generally have a further 14 days to return the goods.
Certain products are exempt from cancellation rights, including certain perishable goods, personalised items and sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed.
To help us process your return, eligible products should:
Be returned within the applicable return period.
Be in their original condition where reasonably possible.
Include original packaging and accessories where available.
Include proof of purchase or an order number.
Customers may inspect goods as they would reasonably be able to in a shop. Any diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods may be deducted where legally permitted.
Due to hygiene, safety and animal welfare considerations, certain products may not be eligible for return once opened or unsealed.
These may include:
Opened pet food and treats.
Perishable pet products.
Certain opened grooming and hygiene products.
Sealed products unsuitable for return for health protection or hygiene reasons once unsealed.
Personalised or made-to-order products where statutory exceptions apply.
This does not affect your rights if an item is faulty, damaged, misdescribed or otherwise does not meet legal requirements.
If your order arrives damaged, faulty or not as described, please contact Urban Pet Play Ltd as soon as possible.
Please provide:
Your order number.
A description of the issue.
Photographs where appropriate.
Under the Consumer Rights Act 2015, consumers generally have a 30-day short-term right to reject faulty goods for a full refund. After this period, repair or replacement rights and other remedies may apply.
We will assess the issue and provide an appropriate resolution in accordance with consumer law.
To request a return:
Contact Urban Pet Play Ltd through our website.
Provide your order number and reason for the return.
Wait for return instructions where necessary.
Package the eligible product securely.
Return the item using the agreed return arrangements.
Please do not send products back without first checking the appropriate return arrangements.
For a change-of-mind cancellation, customers may be responsible for direct return postage costs where this was communicated before purchase.
Where goods are faulty, damaged or incorrectly supplied, we will meet the reasonable return costs as required by applicable consumer law.
Once an eligible return has been received and assessed, we will arrange the appropriate refund.
Where cancellation rights apply, refunds will generally be issued within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever happens first.
Refunds will normally be made using the original payment method unless another arrangement is agreed.
Original standard delivery charges will also be refunded where required by law. Additional costs for premium delivery may not be refundable.
Where available, exchanges may be offered for eligible products.
Please contact us with your order details and the product you would like to exchange. Exchanges are subject to stock availability and applicable consumer rights.
If you receive an item different from the one ordered, please contact us so we can investigate and arrange an appropriate solution.
We will handle incorrect orders in accordance with your statutory rights.
If your order has not arrived within the expected delivery timeframe, please contact us with your order number.
We will investigate the delivery and work towards a suitable resolution.
Our responsibility for delivery remains subject to applicable consumer legislation.
We reserve the right to refuse discretionary returns that do not meet our published return conditions.
However, nothing in this policy removes, restricts or replaces your statutory rights under UK consumer protection legislation.
If you have questions about returns, refunds, exchanges or faulty pet products, please contact Urban Pet Play Ltd through our website.
Urban Pet Play Ltd
Website: www.urbanpetplay.co.uk
We appreciate your custom and are committed to providing quality pet products and dependable customer service.
Urban Pet Play Ltd may update this policy when necessary. The latest version will be published on our website.
Last updated: November 2026.
