Refund & Returns Policy
Last updated: 18 September 2026
At Erdington Pet Centre, we want customers to have a clear and straightforward experience when requesting a return or refund. This policy explains our return period, eligibility requirements, refunds and how to contact us.
Nothing in this policy affects your statutory rights under applicable UK consumer law.
1. Returns & Eligibility
30-Day Returns
We offer a 30-day return period. You should contact us within 30 days of receiving your order if you wish to request a return.
To be eligible for a standard return, the item should generally be:
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In its original condition
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Unused and unworn, where applicable
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Complete with its original packaging where reasonably possible
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Accompanied by proof of purchase or your order information
To begin a return request, contact:
Please include your order number and the reason for your return.
Do not send a return to our address without first contacting us and receiving return instructions.
Change-of-Mind Returns
If you change your mind about an eligible purchase, contact us within the applicable return period.
For online purchases, you may also have statutory cancellation rights under UK consumer law. Where those rights apply, they operate independently of our additional returns policy.
Non-Returnable Items
For hygiene, health or safety reasons, certain products may not be eligible for a change-of-mind return once opened, used or unsealed where an applicable legal exception permits this.
Examples may include certain:
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Opened pet food or treats
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Hygiene-related pet products
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Grooming or personal-care products that have been opened or used
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Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed
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Personalised or customised products
This does not limit your legal rights if an item is faulty, damaged, incorrectly supplied or not as described.
Exchanges
If you require a different item, size or variation, please contact us.
Availability of exchanges depends on stock. In some cases, the appropriate process may be to return the original eligible item and place a new order.
2. Damaged Items, Refunds & Cancellations
Damaged, Faulty or Incorrect Items
Please inspect your order after delivery.
If an item arrives damaged, is faulty, or you receive an incorrect product, contact us as soon as reasonably possible at:
Please provide:
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Your order number
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A description of the issue
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Photographs of the product where appropriate
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Photographs of the packaging where relevant
We will review the information and provide the appropriate resolution in accordance with applicable consumer law.
Refunds
Once an eligible return has been received and assessed, we will notify you about the status of your refund.
Approved refunds will normally be issued to the original payment method.
Your bank or payment provider may require additional processing time before the refund appears in your account.
Original Delivery Charges
The treatment of original delivery charges depends on the reason for the return and your applicable statutory rights.
Where you exercise a statutory right to cancel an eligible distance contract, any required refund of standard outbound delivery charges will be handled in accordance with applicable UK consumer law.
Additional amounts paid for an enhanced or express delivery service may not necessarily be refundable beyond the standard delivery amount required by law.
Return Shipping Costs
Responsibility for return shipping costs depends on the reason for the return.
For an ordinary change-of-mind return under our additional returns policy, the customer may be responsible for applicable return shipping costs where legally permitted.
Where goods are faulty, damaged, incorrectly supplied or otherwise covered by applicable statutory rights, return arrangements will be handled in accordance with UK consumer law.
Order Cancellations
If you wish to cancel an order before dispatch, contact us as soon as possible.
We will try to process your cancellation before shipment, but this cannot be guaranteed once an order has entered processing.
If your order has already been dispatched, the applicable return or statutory cancellation procedure may need to be followed.
3. Your Rights & Contact Information
UK Consumer Rights
Nothing in this Refund & Returns Policy excludes or restricts rights available to consumers under applicable UK law.
Depending on the circumstances, consumers purchasing online may have statutory cancellation rights, and separate legal remedies apply when goods are faulty, not as described or otherwise fail to meet legal requirements.
Our 30-day returns period is provided alongside, and does not replace, any statutory rights that apply to your purchase.
Refund Delays
After we issue an approved refund, processing times depend on your bank, card issuer or payment provider.
If we confirm that a refund has been issued but you have not received it after a reasonable processing period, please contact your payment provider first.
You may then contact us if further assistance is required.
Changes to This Policy
We may update this Refund & Returns Policy periodically to reflect changes to our business practices or applicable requirements.
The latest version will be published on our website with the revised “Last updated” date.
Contact Us
For returns, refunds, cancellations or questions about this policy, please contact:
Erdington Pet Centre
177 High St
Birmingham B23 6SY
United Kingdom
Email: help@erdingtonpet.co.uk
Phone: +44 7426 018361
Website: erdingtonpet.co.uk