Refund policy

Welcome to Abbey Pet Shop. We strive to ensure customer satisfaction with every purchase. This Return & Refund Policy outlines the conditions under which returns and refunds are accepted.

By placing an order with us, you agree to the terms described below.

1. RETURN ELIGIBILITY

We offer a 30-day return window from the date of delivery.

To be eligible for a return:

  • The item must be unused and in its original condition.
  • The item must be returned with its original packaging, tags, parts, and accessories, where applicable.
  • The item must not show signs of pet use, chewing, scratching, staining, washing, alteration, or damage after delivery.
  • The item must not be damaged due to misuse, neglect, improper handling, or improper storage.

Returns that do not meet these conditions may be rejected or may qualify for a reduced refund where permitted by applicable law.

Nothing in this policy affects your statutory rights where an item is faulty, damaged, incorrect, or not as described.

2. RETURN WINDOW

Customers have 30 days from the delivery date to request a return.

Return requests submitted after this period may not be accepted unless otherwise required by applicable consumer protection laws.

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

3. RETURN SHIPPING RESPONSIBILITY

Damaged, Defective, Faulty, or Incorrect Items

If you receive a damaged, defective, faulty, or incorrect item, please contact us as soon as possible.

Where the issue is confirmed, Abbey Pet Shop will provide an appropriate resolution and, where applicable, arrange or cover reasonable return shipping costs.

Change-of-Mind Returns

If you return an eligible item because you have changed your mind, you will normally be responsible for the return shipping costs unless otherwise required by applicable consumer protection laws.

Original delivery charges may only be refunded where required by applicable law or where the return results from an error by Abbey Pet Shop.

4. RESTOCKING FEE

We do not charge a restocking fee.

Restocking Fee: 0%

Customers may still be responsible for return shipping costs for change-of-mind returns as described in this policy.

5. HOW TO INITIATE A RETURN

To request a return, please follow these steps:

  1. Contact us at support@abbeypetshop.com.
  2. Provide your order number.
  3. Identify the item you wish to return.
  4. State the reason for the return.
  5. Attach clear photographs where the item is damaged, faulty, defective, or incorrect.
  6. Wait for our support team to review your request and provide return instructions.

Please do not return any item without prior authorisation, as unauthorised returns may result in delays or may not be accepted where we are unable to identify or process the returned order.

6. REFUND PROCESS

Once your authorised returned item has been received and inspected:

  • Your return will be reviewed to confirm that it meets the applicable return conditions.
  • You will be notified if your refund has been approved.
  • Approved refunds will normally be processed within 14 business days after the returned item has been received, inspected, and accepted.
  • The refund will normally be issued to the original payment method used for the purchase.

After a refund has been processed by Abbey Pet Shop, your bank, card issuer, or payment provider may require additional time for the funds to appear in your account.

Any additional processing time imposed by a financial institution or payment provider is outside the control of Abbey Pet Shop.

7. REFUND CONDITIONS

Refunds may be issued if:

  • The return was requested within the applicable return period.
  • The item meets our return eligibility requirements.
  • 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.

A partial refund or no refund may be issued where permitted by applicable law for:

  • Used or damaged items.
  • Items showing signs of pet use.
  • Items that have been chewed, scratched, bitten, stained, washed, or altered.
  • Items containing food, treats, or other residue.
  • Items damaged after delivery due to misuse, neglect, improper handling, or improper storage.
  • Items returned without important original parts, accessories, tags, or packaging, where applicable.
  • Returns that do not comply with this policy.

Nothing in this section limits your statutory rights regarding faulty, damaged, defective, incorrect, or misdescribed goods.

8. NON-REFUNDABLE OR RESTRICTED ITEMS

For change-of-mind returns, refunds may not be provided for items that:

  • Have been used by a pet.
  • Have been chewed, scratched, bitten, stained, or damaged.
  • Show signs of pet hair, saliva, dirt, odour, or other use.
  • Have been washed or cleaned after use.
  • Have been altered, modified, adjusted, cut, or otherwise changed after delivery.
  • Contain food, treats, or other residue.
  • Are missing original parts, accessories, tags, fittings, or packaging, where applicable.
  • Have been damaged due to misuse, neglect, improper storage, or improper handling after delivery.
  • Are returned after the applicable return period.

These conditions apply generally to pet toys, activity and enrichment products, pet comfort products, collars, accessories, and other pet products sold by Abbey Pet Shop.

These restrictions do not apply where an item is faulty, damaged, defective, incorrect, misdescribed, or otherwise covered by applicable consumer protection laws.

9. DAMAGED OR DEFECTIVE ITEMS

Please inspect your order after delivery.

If you receive a damaged, faulty, defective, incorrect item, or an item with important parts missing:

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

Email: support@abbeypetshop.com

We will review the issue and offer an appropriate resolution, which may include:

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

10. ORDER CANCELLATIONS

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

Orders may normally only be cancelled before they have entered processing or dispatch.

Once an order has been processed or shipped, cancellation may no longer be possible.

If your 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 exchanges when:

  • An item arrives damaged.
  • An item is defective.
  • An incorrect item has been supplied.
  • Another exchange is agreed by our customer support team.

Please contact our support team before returning an item for an exchange.

Exchange availability may depend on stock availability.

12. LATE OR MISSING REFUNDS

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

  • Check your bank account again.
  • Contact your bank, card issuer, or payment provider.
  • Allow additional processing time, as this may vary depending on your financial institution.
  • Contact Abbey Pet Shop for assistance if the issue continues.

Email: support@abbeypetshop.com

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

13. CONTACT INFORMATION

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

Business Name: Abbey Pet Shop
Business Email: support@abbeypetshop.com
Business Phone: +44 1241 870827
Business Address: 65 Lordburn, Arbroath DD11 1JD, United Kingdom

IMPORTANT NOTICE

  • Returns should be requested within 30 days of delivery.
  • Returns require prior authorisation from our support team.
  • Change-of-mind returns must 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 return shipping costs for change-of-mind returns unless otherwise required by applicable law.
  • Abbey Pet Shop does not charge a restocking fee.
  • 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.
  • Ensure all returned items are securely packaged to prevent damage during transit.
  • Do not return an item until you have received return instructions from Abbey Pet Shop.