Refund policy

At Browns Pet Shop, we want our customers to shop with confidence. If you are not satisfied with your purchase, this policy explains when you may request a return, refund, exchange, or other appropriate remedy.

By placing an order with Browns Pet Shop, you agree to the terms set out below. Nothing in this policy limits or excludes any statutory rights you may have under applicable UK consumer law.

1. Return Eligibility

Most eligible products may be returned within 30 calendar days of delivery, provided that:

• The product has not been used beyond what is reasonably necessary to inspect it.
• The item remains in its original condition.
• Original packaging, labels, manuals, accessories, and components are included where applicable.
• The product has not been damaged after delivery through misuse, neglect, accidents, improper care, or improper storage.
• The item is returned in a condition suitable for resale, where applicable.

Items that do not meet these requirements may not qualify for a full refund, subject to your statutory rights.

For online or other distance purchases, statutory cancellation rights may apply in addition to our voluntary 30-day return policy. Applicable UK consumer rules may provide a separate cancellation period, subject to legal exceptions.

2. Return Period

Under our voluntary return policy, return requests should generally be submitted within 30 calendar days from the date of delivery.

Return requests submitted after this period may be declined unless applicable law requires otherwise.

Where statutory cancellation rights or other consumer protections apply, those statutory rights will take priority over our voluntary return policy.

3. Return Shipping

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us before returning the item.

After reviewing the issue, Browns Pet Shop may provide a prepaid return label or another approved return method where appropriate.

Your statutory rights relating to faulty, damaged, misdescribed, or incorrectly supplied goods are not affected by this policy.

Change-of-Mind Returns

If you return an eligible product because you no longer want it, you will generally be responsible for the return shipping costs where permitted by applicable law.

Where statutory cancellation rights apply to an online purchase, return shipping costs will be handled in accordance with applicable UK consumer law and any information provided to you before purchase.

4. Restocking Fees

Browns Pet Shop does not charge restocking fees for approved returns.

Eligible refunds will not be subject to a restocking deduction.

However, where permitted by applicable law, we may reduce a refund if the value of the goods has been diminished because they were handled beyond what was reasonably necessary to establish their nature, characteristics, and functioning.

5. How to Request a Return

To request a return:

• Email us at support@brownspetshop.com
• Include your order number.
• Explain the reason for the return.
• Include clear photographs where the item is damaged, defective, or incorrect.
• Wait for return instructions before sending the item back.

Please do not send a return without following the instructions provided by our customer support team where prior return instructions are required.

Unapproved returns may experience processing delays or may not be accepted where permitted by applicable law.

6. Refund Processing

Once your returned item has been received, it will be inspected.

If your return is approved:

• The refund will generally be issued to the original payment method used for the purchase.
• Refunds under our voluntary return policy are normally processed within 10 business days after the returned item has been received and inspected.
• Your bank, card issuer, or payment provider may require additional time to make the funds available in your account.
• Processing times may vary depending on your financial institution.

Where statutory cancellation rights apply, refunds will be processed within any period required by applicable UK law.

Where required by law, a statutory cancellation refund may also include the standard delivery cost originally paid by the customer.

7. When a Refund May Be Reduced or Declined

A full refund under our voluntary return policy may not be available where:

• The product has been used beyond what was reasonably necessary to inspect it.
• The item is incomplete.
• Required accessories, parts, manuals, labels, or packaging are missing.
• The product was damaged after delivery because of misuse, neglect, improper handling, improper care, or improper storage.
• The item has been altered or modified.
• The return does not comply with this policy.
• The return request is submitted outside the applicable voluntary return period.

Where permitted by law, a refund may be reduced to reflect any loss in value caused by excessive handling.

This section does not limit any statutory remedies available for faulty, damaged, incorrect, misdescribed, or otherwise non-compliant goods.

8. Items Not Eligible for Change-of-Mind Returns

Under our voluntary return policy, we may refuse or reduce a refund for products that:

• Show signs of excessive use, chewing, stains, pet hair, contamination, or damage.
• Are missing parts, accessories, labels, manuals, or required packaging.
• Have been damaged through misuse, neglect, improper care, or improper storage.
• Are returned outside the applicable 30-day voluntary return period.
• Fall within an applicable legal exception to statutory cancellation rights.

This does not affect your statutory rights if an item is faulty, damaged, incorrect, misdescribed, or otherwise fails to meet applicable legal requirements.

Certain categories of goods may also be excluded from statutory cancellation rights where a specific legal exception applies.

9. Damaged, Defective, or Incorrect Deliveries

Please inspect your order as soon as reasonably possible after delivery.

If an item arrives damaged, defective, or incorrect, contact us promptly at:

Email: support@brownspetshop.com

Please provide:

• Your order number.
• A description of the issue.
• Clear photographs of the product and packaging where applicable.

We will review the matter and, where appropriate, may offer a repair, replacement, exchange, refund, or another suitable remedy in accordance with applicable UK consumer law.

Your statutory rights relating to goods that are faulty, not as described, or otherwise fail to meet required standards remain unaffected.

10. Order Cancellations

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

Orders may generally be cancelled before they have entered the processing or dispatch stage.

Once an order has been dispatched, we may no longer be able to stop delivery through our order-processing system. In this situation, you may need to follow the applicable return or statutory cancellation procedure.

For qualifying online distance purchases, statutory cancellation rights may still apply after dispatch, subject to applicable exceptions.

11. Exchanges

Where stock is available, Browns Pet Shop may offer an exchange where a product:

• Arrived damaged.
• Has a manufacturing defect.
• Was supplied incorrectly.

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

Direct exchanges may not be available for every product or circumstance. If an exchange cannot be provided, we may offer an eligible refund or another appropriate remedy in accordance with this policy and applicable law.

12. Missing Refunds

If an approved refund has not appeared in your account:

1. Check your bank, card, or payment account.
2. Contact your bank or payment provider to confirm whether the refund is still being processed.
3. Allow any additional processing time required by your financial institution.
4. If the refund is still missing, contact us with your order number and relevant refund details.

13. Contact Us

If you have any questions about a return, refund, exchange, or cancellation, please contact us:

Business Name: Browns Pet Shop
Email: support@brownspetshop.com
Telephone: +44 1241 873280
Physical Store: 249 High Street, Arbroath DD11 1ED, United Kingdom

Customer Service Hours:
Monday to Friday, 9:00 AM – 5:00 PM

Important Information

• Please follow the return instructions provided by our customer support team where prior authorization or return instructions are required.
• Customers returning eligible products because of a change of mind under our voluntary return policy are generally responsible for return shipping costs where permitted by applicable law.
• Statutory cancellation rights and return-cost rules will apply where required by UK consumer law.
• We recommend using a tracked shipping service and retaining proof of postage until your return has been completed.
• Returned products should be packaged securely to help prevent damage during transit.
• Approved refunds are generally issued to the original payment method.
• Refunds under our voluntary return policy are normally processed within 10 business days after the returned item has been received and inspected.
• Additional bank or payment-provider processing time may apply.
• Statutory refund periods will apply where a customer is exercising a statutory cancellation or other legal right.
• Nothing in this policy limits or excludes any statutory rights or remedies available to consumers under applicable UK law, including rights relating to faulty, damaged, misdescribed, or incorrectly supplied goods.