Returns & Refunds Policy

We understand that sometimes you may change your mind and want to cancel your order, return or exchange your items.

If your order has not been dispatched, it can be cancelled hassle-free and a full refund will be provided.  If the order has been dispatched, we are unable to cancel your order and this will need to be managed as a Change of Mind Return.

Cancelling your order:

 Please email customerservice@petpockets.co and this will be responded to with priority.

7-Day Change of Mind return/exchange:

We offer a '7-Day Change of Mind' return or exchange effective from the day your order is delivered with the following conditions:

  • All requests must be submitted within 7 days of receiving your order.
  • Items returned must be unopened, unused and in original condition and packaging with all parts and accessories (a photo may be requested).
  • Excludes all Sale and Discounted Items.
  • Proof of purchase is required to confirm the original purchase which may include the order number, email address and/or customer details.
  • All returns need to be pre-arranged and approved before they are returned (unapproved returns will not be accepted).
  • All returns need to be sent by courier at your expense and cannot be dropped off directly at the warehouse.
  • Once the returned items have been received and inspected, and have met the above conditions, we will process your refund (or dispatch your exchange if arranged).
  • Refunds will be paid less the initial shipping fee (if applicable) and will be processed via your original payment method within 7 business days.

To request a Change of Mind return/exchange, please email customerservice@petpockets.co

Faulty or damaged products:

If a product you have purchased from Pet Pockets is found to be faulty, damaged (excluding damage caused by misuse), wrongly described, or breaches a consumer guarantee, we will refund your money, exchange it, or, where possible, replace the faulty parts.  If a faulty product is required to be returned, we will pay for the return delivery fees or refund you for any fees incurred (for pre-arranged approved returns).

Please contact us as soon as possible by emailing customerservice@petpockets.co