Refund policy

REFUND & RETURN POLICY

Petcomfortworld Limited
73 Hadrian Road
Newcastle Upon Tyne
England
NE4 9QH
United Kingdom

Email: info@petcomworld.co.uk
Telephone: 07376 530716

Last Updated: 17 October 2026

At Petcomfortworld Limited, we want our customers to be satisfied with their purchases. This Refund & Return Policy explains your rights and the procedure for requesting a return, refund, replacement or exchange.

Nothing in this policy is intended to limit or exclude any rights you may have under applicable UK consumer law.

1. 14-Day Right to Cancel

If you purchase goods from us online, you generally have the right to change your mind and cancel your purchase within 14 days of receiving your order, subject to certain legal exceptions.

You do not need to provide a reason for cancelling within this statutory cancellation period.

To exercise your right to cancel, you must notify us within 14 days of receiving the goods.

Please contact:

Email: info@petcomworld.co.uk
Telephone: 07376 530716

Please provide your name, order number and details of the item(s) you wish to return.

Once you have notified us of your cancellation, the goods should be returned within the applicable statutory return period.

2. Return Eligibility

To help us process your return efficiently, items should, where reasonably possible, be returned:

In their original condition;
With their original packaging;
With any labels, tags, manuals and accessories supplied with them; and
With proof of purchase or your order number.

Customers are entitled to inspect goods in a manner similar to what would reasonably be permitted in a physical shop.

Where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functionality, we may be entitled under applicable law to make an appropriate deduction from the refund to reflect any reduction in value.

3. How to Request a Return

Before sending an item back to us, please contact us at:

info@petcomworld.co.uk

Please include:

Your full name;
Order number;
Product you wish to return;
Reason for the return, where applicable; and
Photographs or other evidence if the product is damaged, defective or incorrect.

We will provide you with the appropriate return instructions.

Unless otherwise agreed with us, please do not send products to an alternative address.

Return Address:

Petcomfortworld Limited
73 Hadrian Road
Newcastle Upon Tyne
England
NE4 9QH
United Kingdom

4. Return Shipping Costs

For a standard change-of-mind return, the customer may be responsible for the direct cost of returning the goods where this has been properly communicated and applicable under UK law.

We recommend using an appropriate tracked delivery service and retaining proof of postage until your return has been completed.

If an item is faulty, damaged, defective, incorrectly described or an incorrect item has been supplied, please contact us before returning it. Where we are legally responsible for the return, we will provide appropriate instructions regarding the return and applicable costs.

5. Damaged, Faulty or Incorrect Items

Please inspect your order after delivery.

If your item arrives damaged, defective, faulty, materially different from its description, or you receive the wrong item, please contact us as soon as reasonably possible at:

info@petcomworld.co.uk

Please provide your order number and, where appropriate, photographs or other evidence showing the problem.

We will assess the matter and provide an appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may include a repair, replacement, price reduction or refund.

Your statutory rights regarding faulty or misdescribed goods are not affected by this policy.

6. Non-Returnable Items and Exceptions

Certain products may be excluded from change-of-mind cancellation or return rights where permitted by law.

Examples may include:

Goods made to your specifications or clearly personalised;
Goods that deteriorate or expire rapidly;
Sealed goods that are not suitable for return for health protection or hygiene reasons where the seal has been broken after delivery; and
Other products for which a statutory exception to cancellation rights applies.

If you are uncertain whether a particular product can be returned, please contact us before returning it.

These exceptions do not remove any statutory rights you may have where goods are faulty, damaged, misdescribed or otherwise fail to conform to the contract.

7. Pet Products and Hygiene

Due to the nature of certain pet-related products, hygiene considerations may apply.

Where a product is supplied sealed and is not suitable for return for health protection or hygiene reasons, we may be unable to accept a change-of-mind return once the relevant seal has been broken, where the applicable legal exception applies.

This does not affect your rights in relation to faulty or misdescribed products.

8. Refunds

Once your return has been received, we will inspect it and process any refund to which you are entitled.

Where a refund is due following cancellation, it will be made without undue delay and within the time required by applicable UK consumer law.

Unless otherwise agreed, refunds will normally be made using the same payment method used for the original transaction.

Depending on your bank, card provider or payment provider, additional processing time may be required before the refunded amount appears in your account.

If more than a reasonable period has passed after we have confirmed that a refund has been processed, please contact us at info@petcomworld.co.uk.

9. Original Delivery Charges

Where you exercise a statutory right to cancel an eligible online order, we will refund the applicable standard outbound delivery charge in accordance with UK law.

If you selected a more expensive delivery method than our least expensive standard delivery option, we are not required to refund the additional cost of the upgraded delivery service.

10. Exchanges

If you would like to exchange an eligible product, please contact us at info@petcomworld.co.uk.

Exchanges are subject to product availability.

Where an exchange cannot be provided, we will discuss the available alternatives with you, which may include returning the product for a refund where applicable.

11. Orders Purchased as Gifts

Where an order was purchased as a gift, any refund will normally be processed in accordance with the original transaction and payment method, subject to applicable law.

Please contact us if you require assistance with a gift return.

12. Cancelled Orders

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at:

info@petcomworld.co.uk

We will attempt to cancel the order before dispatch, but this cannot always be guaranteed.

If the order has already been dispatched, you may need to receive the order and follow the applicable return procedure.

13. Refused or Uncollected Deliveries

If an order is refused, not collected, or returned to us by the carrier, please contact us.

Any refund or redelivery will be handled according to the circumstances of the order, applicable delivery costs and your statutory consumer rights.

14. Proof of Purchase

We may request reasonable proof of purchase before processing a return, replacement or refund.

Acceptable evidence may include:

Your order confirmation;
Order number;
Email receipt; or
Other reasonable evidence showing that the product was purchased from Petcomfortworld Limited.

15. Your Statutory Rights

This Refund & Return Policy operates in addition to your rights under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, where applicable.

Nothing in this policy is intended to exclude, restrict or otherwise affect rights that cannot lawfully be excluded or restricted.