Refund policy
RETURN & REFUND POLICY
Last updated: 30th June 2026
1. Return Window
We offer a 30-day return policy. You have 30 days after receiving your item to request a return.
2. How to Start a Return
To start a return, please contact us at info@thebigpetshop.com.
Note: Items sent back to us without first requesting a return will not be accepted.
Return Address: All physical returns must be sent to our dedicated UK returns centre:
The Big Pet Shop Returns, Unit 162342, Courier Point, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FH, UK
3. Return Conditions & Fees
Item Condition: To be eligible for a return, your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging.
Restocking Fees: We do not charge any restocking fees for returned items.
Return Shipping Costs: If the return is due to our error (damaged or wrong item), we will provide a pre-paid return label where available, or reimburse reasonable return shipping costs. For change of mind returns, the customer is responsible for return shipping costs, including international shipping where applicable. As our returns centre is based in the UK, customers shipping from outside the UK should factor international postage costs and transit time into their decision before requesting a change-of-mind return.
4. Refunds
Once we receive and inspect your return, we will notify you of the approval status. If approved, you will be automatically refunded to your original payment method within 10 business days. Please be aware that your bank or card provider may take additional time to process and post the refund. For international orders, refunds are issued in the currency originally charged; any currency conversion differences are outside our control.
5. Damaged & Incorrect Items
Please inspect your order upon arrival. If your item is defective, damaged, or incorrect, contact us immediately at info@thebigpetshop.com so we can evaluate the issue and make it right.
6. Customs & Duties on Returns
If you paid customs duties or import taxes upon delivery, these are collected by your local customs authority and are non-refundable by us. Any customs refund must be claimed directly through your country's customs service.
7. Statutory Information & Contact
The Big Pet Shop is a trading name operated by Joseph Miles, sole trader, based in Bacup, Lancashire, United Kingdom. This policy does not affect your statutory rights under the Consumer Rights Act 2015 (UK customers) or equivalent consumer protection laws in your country of residence.
8. Exchanges
We want to ensure your pet gets the perfect fit. The fastest way to get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.
If you require a direct exchange for a different size or colour, please contact us at info@thebigpetshop.com. For international customers, please note exchanges will involve a UK return shipment as outlined above.
Exchange Fees: We do not charge any administrative or restocking fees for exchanges.
Support Email: info@thebigpetshop.com — We aim to respond to all enquiries within 1 business day.
Registered Address: 22 New Line, Bacup, Lancashire, OL13 0BY, UK
Returns Centre: Unit 162342, Courier Point, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FH, UK