Refund policy

Welcome to Discount Pet Superstore. We want to make our returns and refunds process clear and straightforward. This policy explains the conditions for returns, refunds, exchanges, and order cancellations.

Nothing in this policy affects your statutory rights under applicable UK consumer protection laws.

1. RETURN ELIGIBILITY

We accept eligible returns within 30 days of delivery.

To qualify for a change-of-mind return:

The item must be unused and in its original condition.
Original packaging, tags, parts, and accessories should be included where applicable.
The item must not show signs of pet use, chewing, scratching, staining, washing, or damage.
The item must not have been damaged through misuse, neglect, improper handling, or improper storage.

Items that do not meet these conditions may not qualify for a change-of-mind refund where permitted by applicable law.

Faulty, defective, damaged, incorrect, or misdescribed products remain subject to applicable statutory rights.

2. RETURN WINDOW

Return requests must normally be made within 30 days of the delivery date.

Requests made after this period may not be accepted unless a longer period or another remedy is required by applicable law.

We recommend contacting us as soon as possible if you wish to return an item.

3. RETURN SHIPPING

Damaged, Defective, Faulty, or Incorrect Items

If you receive an item that is damaged, defective, faulty, incorrect, or not as described, please contact us as soon as possible.

Where the issue is confirmed, Discount Pet Superstore will provide an appropriate remedy and, where applicable, cover reasonable return shipping costs.

Change-of-Mind Returns

For eligible change-of-mind returns, the customer is normally responsible for the return shipping costs unless otherwise required by applicable law.

Original delivery charges will be handled in accordance with applicable consumer protection laws.

4. RESTOCKING FEE

We do not charge a restocking fee.

Restocking Fee: 0%

Customers may still be responsible for return shipping costs for eligible change-of-mind returns.

5. HOW TO REQUEST A RETURN

To request a return:

Contact us at support@discountpetsuperstore.com.
Provide your order number.
Identify the item you wish to return.
Explain the reason for the return.
If the item is damaged, defective, faulty, or incorrect, provide clear photographs where applicable.
Wait for our support team to review your request and provide return instructions.

Please do not send an item back without contacting us first. This helps us identify and process your return correctly.

6. REFUND PROCESS

Once an authorised returned item has been received and inspected:

We will review the returned item against the applicable return conditions.
We will notify you whether the refund has been approved.
Approved refunds will normally be processed within 14 business days after the returned item has been received, inspected, and accepted.
Refunds will normally be issued to the original payment method used for the purchase.

After we process the refund, your bank, card issuer, or payment provider may require additional time before the funds appear in your account.

Any additional processing time imposed by a financial institution or payment provider is outside our control.

7. REFUND CONDITIONS

A refund may be provided when:

The return was requested within the applicable return period.
The item meets the applicable return conditions.
The item is received in an acceptable condition.
The returned item can be identified as part of the relevant order.
Original parts, accessories, tags, and packaging are included where applicable.

For change-of-mind returns, a refund may be reduced or refused where permitted by law if the product has been used, damaged, altered, or returned without important original parts or packaging.

This does not affect statutory rights relating to faulty, defective, damaged, incorrect, or misdescribed products.

8. NON-REFUNDABLE OR RESTRICTED ITEMS

For change-of-mind returns, a product may not qualify for a refund if it:

Has been used by a pet or shows clear signs of pet use.
Has been chewed, scratched, bitten, stained, washed, or otherwise altered after delivery.
Contains food, treats, hair, saliva, dirt, odour, or other signs of use.
Has been damaged through misuse, neglect, improper handling, or improper storage.
Is missing important original parts, accessories, tags, or packaging where applicable.
Is returned outside the applicable 30-day return period.

These conditions apply to eligible pet products sold by Discount Pet Superstore, including toys, feeding products, accessories, and cat furniture.

These restrictions apply to change-of-mind returns only and do not affect your statutory rights where a product is faulty, defective, damaged, incorrect, or not as described.

9. DAMAGED OR DEFECTIVE ITEMS

Please inspect your order after delivery.

If you receive a damaged, faulty, defective, incorrect, or incomplete item:

Contact us as soon as possible.
Provide your order number.
Describe the issue clearly.
Provide photographs or other supporting information where applicable.

Email: support@discountpetsuperstore.com

We will review the issue and provide an appropriate remedy. Depending on the circumstances and applicable law, this may include:

A replacement.
An exchange.
A refund.
Another appropriate remedy required by applicable law.

10. ORDER CANCELLATIONS

If you wish to cancel an order, please contact us as soon as possible.

Orders may normally be cancelled before they enter processing or dispatch.

Once an order has been processed or dispatched, cancellation may no longer be possible through our order processing system. If the order has already been dispatched, you may need to wait for delivery and then follow the applicable return procedure.

Nothing in this section limits any cancellation rights available under applicable consumer protection laws.

11. EXCHANGES

We may offer an exchange where:

An item arrives damaged.
An item is faulty or defective.
An incorrect item has been supplied.
Another exchange remedy is agreed with our customer support team.

Please contact us before returning an item for an exchange.

Exchange availability may depend on product availability.

12. LATE OR MISSING REFUNDS

If you have not received an approved refund after the expected processing period:

Check your bank account.
Contact your bank, card issuer, or payment provider.
Allow additional processing time where applicable.
Contact Discount Pet Superstore if the refund is still missing.

Email: support@discountpetsuperstore.com

Please include your order number and relevant refund information when contacting us.

13. CONTACT INFORMATION

For return, exchange, damaged product, or refund enquiries, please contact us:

Business Name: Discount Pet Superstore
Business Email: support@discountpetsuperstore.com
Business Phone: +44 1268 515585
Business Address: 12-14 Oak Rd, Canvey Island SS8 7AX, United Kingdom

IMPORTANT NOTICE

Return requests should normally be made within 30 days of delivery.
Contact Discount Pet Superstore before sending a return.
Change-of-mind items should normally be unused and in their original condition.
Products showing signs of pet use may not qualify for a change-of-mind refund.
Customers are normally responsible for change-of-mind return shipping unless otherwise required by applicable law.
No restocking fee is charged.
Approved refunds will normally be processed within 14 business days after the returned item has been received, inspected, and accepted.
Refunds will normally be issued to the original payment method.
Keep proof of return shipment for your records.
Securely package returned items to help prevent damage during transit.
Do not return an item until you have received return instructions from Discount Pet Superstore.
This policy does not limit your statutory rights under applicable UK consumer protection laws.