🐾 Returns & Refunds Policy

Operated by PAWSITIVE PET COMPANY LTD
Company Number: SC837777

Registered Office:
50-52 Longrow
Campbeltown
Scotland
PA28 6DD

Last Updated: 05/06/2026

At Pets Stuff Online, we want you and your pets to be completely happy with your purchase.

If something isn't right, we're here to help.

📦 Returns

We accept returns for both defective and non-defective products.

You may return eligible items within 14 days of receiving your order.

To qualify for a return, items must:

• Be unused and unopened
• Be in their original packaging
• Be in the same condition as received
• Be suitable for resale

Please contact us before returning any item so we can provide return instructions.

🚚 Return Postage Costs

Unless an item is faulty, damaged or supplied incorrectly, customers are responsible for return postage costs.

If we have supplied an incorrect item or the item is faulty, we will arrange an appropriate solution and cover any reasonable return costs where required.

🐕 Return Exceptions

For hygiene and safety reasons, we cannot accept returns for:

• Opened pet food
• Opened treats
• Opened supplements
• Opened chews
• Perishable products
• Used products

These exceptions do not affect your statutory rights where goods are faulty, damaged or not as described.

💳 Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

Approved refunds will be issued to the original payment method used when placing the order.

Please allow up to 5–7 working days for funds to appear, depending on your bank or payment provider.

🔄 Exchanges

We are happy to offer exchanges where suitable replacement stock is available.

Please contact us before returning any item if you would prefer an exchange rather than a refund.

⚠️ Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible.

To help us resolve the issue quickly, please provide:

• Your order number
• A description of the issue
• Photographs where possible

We will review the information and work with you to provide a replacement, exchange or refund where appropriate.

📜 Your Consumer Rights

Nothing in this policy affects your statutory rights under UK consumer law.

Where goods are faulty, not as described or unfit for purpose, you may be entitled to a repair, replacement or refund in accordance with your legal rights.

📞 Contact Us

If you have any questions regarding returns or refunds, please contact us using the contact form on our website.

PAWSITIVE PET COMPANY LTD
Company Number: SC837777
Registered Office: 50-52 Longrow, Campbeltown, Scotland, PA28 6DD