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 center:
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 provide a pre-paid return label.
For "change of mind" returns, the customer is responsible for return shipping costs.
4. Refunds Once we receive and inspect your return, we will notify you of the approval status. If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
5. Damaged & Incorrect Items Please inspect your order upon arrival. If the item is defective, damaged, or if you receive the wrong item, contact us immediately at info@thebigpetshop.com so we can evaluate the issue and make it right.
6. Statutory Information & Contact The Big Pet Shop is a trading name of The Big Pet Shop Ltd. This policy does not affect your statutory rights under the Consumer Rights Act 2015.
7. Exchanges We want to ensure your pet gets the perfect fit. The fastest way to ensure you 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 color, please contact us at info@thebigpetshop.com.
Exchange Fees: We do not charge any administrative or restocking fees for exchanges.
Support Email: info@thebigpetshop.com Support Phone: +44 7850 430887 Support Hours: Mon-Fri 9am-5pm, Sat 9am-1pm Registered Address: 22 New Line, Bacup, Lancashire, OL13 0BY, UK