Returns and Refunds UK

Last updated: Sep 07, 2025

Applied to: United Kingdom

(This version replaces all prior versions)

 

At Pet Awesome Limited, your satisfaction (and your pet’s comfort) is our priority. While we carefully select and package our products, we recognise that returns or refunds may occasionally be necessary.

 

This Returns and Refunds Policy applies to purchases made directly through our official UK store at www.pet-awesome.com. It is written in accordance with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.


1. RETURN ELIGIBILITY


You may request a return if your item meets the following conditions: 

  • The product was purchased directly from www.pet-awesome.com. 
  • The request is made within the applicable return timeframe (see below). 
  • The product is in new, unused condition and returned with all original packaging, accessories, and tags (unless the return is due to a defect, damage, or misdescription). 


Acceptable reasons for return include: 

  • Incorrect item received. 
  • Damaged in transit. 
  • Defective product. 
  • Item not as described. 
  • Change of mind (unused items only, see Section 2.2). 


Consumer protection rights: 

  • If your item is faulty, damaged, or not as described, you are entitled to a repair, replacement, or full refund at no cost, even if packaging has been opened. 
  • This does not affect your statutory rights.


2. RETURN TIMEFRAMES


2.1. Statutory Right to Cancel (Consumer Contracts Regulations 2013) 

 

  • You have 14 calendar days from the day you receive your order to cancel your purchase for any reason. 
  • You then have a further 14 days to return the goods. 
  • We will refund the full item price plus the original standard delivery cost (if applicable).
  • Express or priority shipping charges are non-refundable.
  • Customers are not responsible for return shipping costs when returning faulty, damaged, or misdescribed items.


2.2. Pet Awesome Extended Return Policy (Change of Mind) 

 

  • Beyond your statutory rights, we allow returns of unused, unopened products within 30 days of delivery. 
  • Return shipping for change-of-mind returns is your responsibility. 
  • Refunds for change-of-mind returns will cover the product price only and exclude original delivery charges.


2.3. Faulty, Damaged, or Misdescribed Goods (Consumer Rights Act 2015) 

 

  • You have a short-term right to reject faulty goods within 30 days for a full refund. 
  • After 30 days, you may still request a repair or replacement. 
  • If repair/replacement is not possible, you are entitled to a refund.
  • Customers are never responsible for the cost of returning faulty, damaged, or misdescribed goods.


3. NON-RETURNABLE ITEMS


The following cannot be returned unless faulty, damaged, or misdescribed: 

  • Used or opened hygiene-related products (e.g., bedding, potty trays, grooming tools, feeding items). 
  • Personalised or customised items. 
  • Digital products, gift cards, or promotional giveaways. 
  • Clearance or final-sale items clearly marked at purchase. 
  • Items damaged due to misuse, neglect, or unauthorised alterations.


4. HOW TO START A RETURN

 

To initiate a return: 

  1. Contact Us – Email: support@pet-awesome.com or fill the Contact Form on the website within the applicable return window. Provide your order number, reason for return, and photographs (if relevant). 
  2. Receive Instructions – Our team will provide a Return Authorisation (RA) number and return address details for our fulfilment partner Frisbo. 
  3. Package Securely – Place the product(s) in secure packaging with all accessories and clearly mark the RA number on the parcel. 
  4. Send to Frisbo – Returns must be sent to the Frisbo fulfilment centre address provided, not to our company office. 
  5. Keep Proof – Use a trackable shipping service and retain proof of postage. 


Important: Returns sent without prior authorisation may be delayed or refused.



5. RETURN SHIPPING COSTS


  • Faulty, Damaged, or Misdescribed Items: Pet Awesome covers return shipping in full and will provide a prepaid label via Frisbo. You will not incur any costs when returning items that are faulty, damaged, or misdescribed.
  • Change of Mind Returns: Customers are responsible for return shipping costs. 
  • Original Delivery Costs: 
    • Refunded for faulty/misdescribed items. 
    • Not refunded for change-of-mind returns.


6. INSPECTION & APPROVAL

 

  • All returns are inspected by Frisbo’s Quality Control team upon arrival. 
  • Items must include all original packaging, manuals, and accessories (unless faulty). 
  • If inspection confirms fault/damage/misdescription, a full refund or replacement will be issued.
  • If items are incomplete or show signs of use not related to defects, we may issue a partial refund (see Restocking Fees below).


7. REFUND PROCESS & TIMING


  • Refund Method: Refunds are issued to the original payment method. If not possible (e.g. expired card), we will offer store credit or another method by agreement. 
  • Refund Timeline: Refunds are processed within 14 days of receiving the returned goods or proof of return (whichever is earlier), as required under the Consumer Contracts Regulations 2013. 
  • Partial Refunds: If deductions apply, we will notify you in writing, with reasons and documentation. 
  • Communication: You will receive email confirmation when your refund has been processed.


8. EXCHANGES


  • Faulty or Incorrect Items: We will replace at no extra cost (subject to availability).
  • Preference-Based Exchanges (size/colour/style): Return the original item (per above) and place a new order. 
  • Availability: Replacements depend on stock at time of processing.


9. RESTOCKING FEES


  • No restocking fees apply to eligible statutory returns. 
  • For extended 30-day change-of-mind returns, a restocking fee of up to 20% may apply if:
    • Original packaging or accessories are missing. 
    • The item shows wear or signs of use not related to defects. 
  • No restocking fees apply to faulty, damaged, or misdescribed items.

 

10. CONTACT US

 

If you have any questions about this Returns and Refunds Policy, please contact us:


PET AWESOME LIMITED 

Company Number: 14888803 

Address: 

Highdown House 11 Highdown Road 

Leamington Spa 

Warwickshire 

CV31 1XT

Email: support@pet-awesome.com

 

Return Processing Partner (Frisbo): Return address and prepaid label will be provided after return authorisation.