Refund policy

Effective Date: 06/01/2026

Welcome to Village Pets. We are committed to providing a fair and straightforward shopping experience. This Return & Refund Policy explains when products may be returned, the requirements for receiving a refund, and how return requests are handled.

By purchasing from Village Pets, you agree to the conditions stated below.

1. RETURN ELIGIBILITY

We provide a 30-day return period starting from the date your order is delivered.

To qualify for a return:

  • The item must be unused and in its original condition
  • The item must not show signs of use, chewing, scratching, staining, washing, pet hair, odor, or damage
  • The item must be returned with its original packaging, components, and accessories
  • Valid proof of purchase, such as an order confirmation or order number, is required

Returns that do not satisfy these requirements may be refused or may qualify for a reduced refund where permitted by law.

2. RETURN WINDOW

  • Customers have 30 days from the confirmed delivery date to submit a return request
  • Return requests received after the 30-day period may not be approved
  • Customers must contact Village Pets before sending any product back

We recommend contacting our support team promptly if you decide to return an item.

3. RETURN SHIPPING RESPONSIBILITY

Customers are responsible for:

  • Paying return shipping costs for change-of-mind returns
  • Selecting and arranging a suitable return shipping service
  • Packaging the returned product safely and securely
  • Providing a valid return tracking number
  • Keeping proof of shipment until the return and refund process is complete

If an item arrives damaged, faulty, incomplete, or incorrect, Village Pets may cover or reimburse reasonable return shipping costs after reviewing and approving the claim.

Original shipping charges and customer-paid return shipping costs are generally non-refundable unless otherwise required by applicable consumer law.

4. RESTOCKING FEE

We do not apply a restocking fee.

Restocking Fee: 0%

No restocking charge will be deducted from an approved refund.

Customers are still responsible for applicable return shipping expenses unless Village Pets confirms otherwise.

5. HOW TO INITIATE A RETURN

To submit a return request, please follow these steps:

  1. Contact us at support@village-pets.com
  2. Provide your full name and order number
  3. Identify the product you want to return
  4. Explain the reason for your return
  5. Attach clear photos or videos if the item is damaged, defective, incomplete, or incorrect

Our customer support team will assess your request and provide the appropriate return instructions.

Please do not send any item back before receiving return approval and instructions from Village Pets.

6. REFUND PROCESS

Once your returned item has been received and inspected:

  • Your refund will be processed within 10 business days after approval
  • The refund will be issued to the original payment method
  • You will receive an email notification after your refund has been approved and processed

Your bank, card provider, or payment service may require additional time to display the refunded amount.

7. REFUND CONDITIONS

Refunds are issued only when:

  • The product meets all return eligibility conditions
  • The return request was submitted within the applicable return period
  • The item is received in an acceptable and complete condition
  • The original packaging, parts, and accessories are included
  • Valid proof of purchase is provided

Partial or no refunds may apply to:

  • Used, damaged, altered, or washed products
  • Products showing signs of chewing, scratching, stains, pet hair, odors, or excessive wear
  • Items returned without their original packaging
  • Products with missing parts, accessories, or components
  • Returns that do not comply with the requirements of this policy

8. NON-REFUNDABLE SITUATIONS

Refunds may not be available in the following circumstances:

  • Feeding bowls that have been used with food, water, or treats
  • Slow-feeder bowls that have been used by a pet
  • Treat-dispensing toys that have contained food or treats
  • Puzzle toys that have been used, chewed, scratched, or damaged
  • Interactive pet toys showing signs of biting, chewing, saliva, or excessive wear
  • Rope toys showing fraying, loose fibres, chewing, dirt, saliva, or damage
  • Pet waste-bag dispensers that have been used, damaged, altered, or contaminated

Unused products that remain clean, complete, undamaged, and in their original condition may qualify for a return under this policy.

Damaged, defective, unsafe, or incorrectly supplied products will be reviewed separately in accordance with applicable consumer rights.

9. DAMAGED OR DEFECTIVE ITEMS

If you receive a damaged, faulty, incomplete, or incorrect product:

  • Contact us as soon as reasonably possible after delivery
  • Provide your order number and a clear explanation of the problem
  • Submit clear photos or videos showing the issue
  • Keep the product and its original packaging while your claim is reviewed

We will assess the information provided and offer an appropriate resolution.

Depending on the circumstances, this may include:

  • A replacement
  • A full refund
  • A partial refund
  • Return instructions

10. ORDER CANCELLATIONS

  • Orders may only be cancelled before they have been processed or dispatched
  • Cancellation requests should be submitted as soon as possible
  • Once an order has been shipped, cancellation may no longer be possible
  • After dispatch, customers may need to follow the standard return procedure if the item is eligible

11. EXCHANGES

We currently do not provide direct exchanges.

If you would like a different item:

  1. Return the original product if it qualifies for a return
  2. Place a separate order for the preferred product

Return approval does not reserve stock or guarantee that another product will remain available.

12. LATE OR MISSING REFUNDS

If your approved refund has not appeared:

  • Check your bank or payment account again
  • Contact your debit or credit card provider
  • Contact your bank to ask whether the refund is pending
  • Allow additional processing time, as this may vary between financial institutions

If the refund is still missing after completing these steps, contact Village Pets for assistance.

13. CONTACT INFORMATION

For return and refund inquiries, please contact us:

Business Name: Village Pets
Business Email: support@village-pets.com
Business Phone: +44 20865 71791
Business Address: 55 Limpsfield Rd, South Croydon CR2 9LB, United Kingdom

IMPORTANT NOTICE

  • Customers are responsible for applicable return-related costs unless Village Pets confirms otherwise
  • Contact Village Pets before returning any product
  • Returned items must be packaged securely to prevent damage during transit
  • Use a tracked return shipping service whenever possible
  • Keep proof of shipment until the return and refund process is complete
  • Sending a product back does not automatically guarantee a refund
  • All returned items are inspected before a refund decision is made
  • Refunds are issued to the original payment method
  • This policy does not limit any rights available under applicable United Kingdom consumer protection laws