Returns and Exchanges
Return and Exchanges Policy
At PetStock, we want you to be completely satisfied with your purchase. If for any reason you're not happy with your order, we’re here to help!
To start a return or exchange, please contact us at returns@petstock.net. A returns email format is provided at the bottom of the How to Return an Item section below instruction number 4.
Important Information:
- You have 14 days from the date of receipt to return or exchange your item.
- Items must be unused, in their original packaging, and in a resalable condition.
How to Return an Item:
1. Contact Us: E-mail us at returns@petstock.net using the format provided below instruction number 4. Once you email us all the required details to process the return we will provide you with a return address specific for your location. Alternatively you contact our customer service team via live chat and they will provide you with instructions.
2. Return Address: You will receive a returns confirmation email which will provide you with the confirmation of the return being processed or rejected. If the return is processed you will receive a return address via e-mail. Once you have received the return address simply post the item with your name on the parcel and we will manage to match the refund request to you and process your return or exchange.
3. Package Your Item: Securely pack the item in its original packaging to avoid any damage during transit.
4. Ship the Item: Send the package to the address provided in the returns address e-mail. Please note that you are responsible for return shipping costs.
Returns Email Format -
To: returns@petstock.net
Subject: Return Request
Order Number:
First and Second Name:
Email Address:
Product Name:
Product Color: (product color is only applicable if the product has more than one color variation)
Product Size: (product size is only applicable if the product has more than one size variation)
No. of item(s) to be Returned:
Reason for Return:
Additional Comment:
PLEASE NOTE: (REASON FOR RETURN) AND (ADDITIONAL COMMENT) SECTIONS CAN BE LEFT EMPTY. ALL OTHER SECTIONS ARE REQUIRED TO PROCESS THE RETURN OR EXCHANGE.
YOU WILL RECEIVE A RETURN ADDRESS E-MAIL ONCE WE HAVE RECEIVED ALL REQUIRED RETURN DETAILS
Exchanges:
If you would like to exchange an item for a different size, color, or product, please follow the same procedure as outlined for returns by emailing us at returns@petstock.net using the format provided at the bottom of the exchanges section. Once we receive the returned item, we will process your exchange.
Exchanges Email Format -
To: returns@petstock.net
Subject: Exchange Request
Order Number:
First and Second Name:
E-mail Address:
Product Name:
Product Color: (product color is only applicable if the product has more than one color variation)
Product Size: (product size is only applicable if the product has more than one size variation)
No. of item(s) to be Exchanged:
Reason for Return:
Additional Comment:
New Product Name:
New Product Color: (product color is only applicable if the product has more than one color variation)
New Product Size: (product size is only applicable if the product has more than one size variation)
No. of new item(s) to be Exchanged:
Refunds:
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5 working days. If the item has been used or isn't in its original packaging the parcel will be sent back to the senders address.
Exceptions:
Some items are non-returnable, including:
- Perishable goods such as pet food and treats
- Customized items
- Clearance items
If you have any questions about our return and exchange policy, feel free to reach out to our customer service team at returns@petstock.net.
Thank you for choosing PetStockUK! We appreciate your business and are here to help you with all your pet needs.