Last updated: June 15, 2026
RETURN & REFUND POLICY
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. 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 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.
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. 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.
7. 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.
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