Returns & Refund Policy
We want you to be happy with everything you buy from The Pet Squad. This policy sets out how returns, exchanges, and refunds work when you shop with us.
Return Window
You can request a return within 30 days from the date your order is delivered.
Condition of Returned Goods
To qualify for a return, the product must:
· Be unused and in the same condition you received it
· Ideally be sent back in its original packaging
· Include all original parts, tags, and accessories
If an item comes back in a condition that makes it unsellable, we may not be able to offer a refund.
Items That Cannot Be Returned
A few types of goods are not eligible for return, such as:
· Items clearly marked as final sale
· Gift cards
· Personalised or custom-made products (where applicable)
If you are uncertain whether your item can be returned, please reach out to us before sending it.
How to Start a Return
To begin a return, get in touch with us and provide:
· Your order number
· The product you want to send back
· The reason for the return
You can contact us at:
Email: contact@thepetsquad.store
Phone: +44 7799 551165
Once your return is approved, we will send you clear instructions on what to do next.
Return Shipping Costs
You will need to cover the cost of return postage unless the item is faulty, incorrect, or not as described.
We strongly suggest using a tracked delivery method, as we cannot take responsibility for parcels that go missing during the return journey.
Damaged or Incorrect Items
If something arrives damaged, faulty, or different from what you ordered, please tell us as soon as you can after delivery. We will look into the matter and, where appropriate, arrange a replacement or a full refund.
How Refunds Are Processed
Once we receive your return and have had a chance to inspect it, we will let you know whether the refund has been approved.
Approved refunds will be:
· Sent back to the original payment method you used
· Processed within a timeframe that depends on your bank or payment provider
Please allow a few working days after approval for the money to show in your account.
Exchanges
If you would like to swap an item for a different variant, simply contact us and we can discuss what is currently available.
Missing or Delayed Refunds
If your refund has been approved but you haven’t seen it yet:
· Check with your bank or card issuer first
· Then contact your payment provider for more details
· If the problem continues, please get in touch with us
Your Legal Rights
This policy does not limit any of your statutory rights under UK consumer law.
Contact Information
The Pet Squad
22 Roman Terrace
Roundhay
Leeds LS8 2DU
United Kingdom
Phone: +44 7799 551165
Email: contact@thepetsquad.store