At PetPure, we want you to feel confident shopping with us. If something isn’t right, our return and refund process is designed to be simple and customer-friendly.
1. 30-Day Money-Back Guarantee (Results Guarantee)
We stand behind the effectiveness of our products.
If you do not see the expected results within 30 days of using the product, you are eligible for a full refund—no need to return the item.
How to Claim the 30-Day Guarantee:
- Email us at support@petpure.co.uk within 30 days of receiving your product.
- Provide your name, email, and order number.
Once approved, your refund will be issued in full to your original payment method.
2. Standard Returns (For Unused / Unopened Items)
If your order arrives and you simply change your mind, or the item isn’t suitable:
- You may return unused, unopened items within 7 days of receiving them.
- Items must be in their original packaging, undamaged, and unused.
- The buyer is responsible for return shipping costs.
How to Request a Return:
Email us at returns@petpure.co.uk with:
- Your order number
- Reason for return
- Photos (if necessary)
Once your return is received and inspected, we will process your refund.
3. Damaged, Defective, or Wrong Items
Please inspect your order upon delivery.
If an item arrives:
- Damaged
- Defective
- Incorrect
Contact us within 48 hours at support@petpure.co.uk with photos so we can resolve the issue immediately.
Depending on the situation, you may receive:
- A replacement
- A full refund
- A reshipment at no cost
4. Exchanges
We currently do not offer direct exchanges.
If you’d like a different product:
- Submit a return request for the original item.
- Once the return is accepted, place a new order for the item you want.
This ensures faster processing and availability.
5. Refund Processing
Once a refund is approved:
- Refunds are issued to your original payment method within 10 business days.
- Banks and credit card providers may take additional time to post the refund.
If 15 business days pass after approval and you have not received your refund, please contact us at Email
6. Non-Returnable Items
For hygiene and safety reasons, the following cannot be returned:
- Used grooming tools
- Opened sprays, serums, or liquids
- Items with signs of use or wear
- Products purchased during final clearance sales
7. Contact Us
For any return, refund, or support queries, you can reach us at:
We’re always here to help.