Refund policy

At Pet Prestige UK, our promise is simple: if you're not happy, we're not happy. Every order is backed by our 100% Satisfaction Guarantee, and if something isn't quite right we'll always do our best to put it right.

Our 14-day satisfaction guarantee

If you're not completely satisfied with your purchase, you can return it within 14 days of receiving it for a full refund or exchange. To be eligible, items must be unused, in their original condition, and returned with all original packaging, tags and labels intact. We're unable to accept returns on items that show signs of use or wear, or damage that wasn't present when they arrived.

Handmade & personalised items

Please note: items that are handmade to order or personalised (such as engraved or made-to-measure products) are made uniquely for you and are therefore exempt from our satisfaction guarantee — they cannot be returned or exchanged unless faulty. If you have any doubt over sizing or options, please contact us before ordering and we'll be happy to help. This does not affect your statutory rights.

How to start a return

Starting a return is easy. Simply log in to your account on our website, open the relevant order and request a return there. Once your request has been approved, we'll send you everything you need — including the return address and simple instructions for sending your item back. Please wait for this confirmation before returning anything, so we can keep track of your parcel and process it as quickly as possible.

Refunds

Once we've received and inspected your returned item, we'll email to confirm it has arrived and that your refund is on its way. Approved refunds are issued to your original payment method, usually within 5–7 working days. Original delivery charges are non-refundable, and — unless your item is faulty or we've made a mistake — return postage is the customer's responsibility. We'd recommend using a tracked service, as we can't take responsibility for items lost on their way back to us.

Exchanges

Would you like a different size or style? Just let us know when you get in touch and we'll do our best to help. Delivery charges may apply to exchanges, and if the item you'd like isn't available we'll arrange a refund instead.

Faulty or incorrect items

In the unlikely event that something arrives faulty, damaged or not as ordered, please contact us within 14 days of delivery with your order number and a photo of the issue. We'll put it right as quickly as we can with a replacement, repair or full refund — including any return postage. This applies to handmade and personalised items too.

Your statutory rights

None of the above affects your statutory rights as a consumer under UK law.