Returns Policy

Return Policy

Thank you for shopping at Promote Pet Online Store. We hope you love your purchase! However, we understand that sometimes things don’t work out as planned. Please read our return policy carefully before placing an order.

Eligible for Return

Items purchased from Promote Pet Online Store are eligible for return within 14 days of the order’s delivery date. Items must be in their original condition, unused, and with all original tags and packaging intact.

Return Process

Contact Us:

To initiate a return, please contact our customer support team at info@promotepet.com or +44 07391626201. Provide your order number and reason for return.  

Return Authorization:

Once your return request is approved, we will provide you with a Return Authorization Number (RA).  

Package and Ship:

Carefully pack the item(s) in their original packaging, including all accessories and documentation. Include the RA number in the package. Ship the package to the return address provided in your Return Authorization.

Shipping Costs:

Return shipping costs are the responsibility of the customer unless the item is defective or damaged upon arrival.

Refunds

Original Payment Method:

Refunds will be processed to the original payment method used for the purchase.

Processing Time:

Please allow 30 business days for your refund to be processed once we receive the returned item(s).

Exceptions

Custom or Personalized Items:

Custom or personalized items are generally not eligible for return.

Sale Items:

Sale items may have restrictions on returns.

Defective or Damaged Items:

If you receive a defective or damaged item, please contact us immediately. We will arrange for a replacement or refund.

Additional Notes

Shipping Errors:

If we shipped you the wrong item or if there was a shipping error, we will cover the return shipping costs and send you the correct item.

Lost Packages:

We are not responsible for lost or stolen packages. Please ensure that you provide a valid shipping address and consider using a tracked shipping method.

By placing an order with Promote Pet Online Store, you agree to these terms and conditions. If you have any questions about our return policy, please don’t hesitate to contact us.