I Need To Return An Item - How Do I Get Started?

Unhappy with a purchase?

Is it the wrong size or unsuitable?

Is it faulty or damaged?

If so then you may contact us within 30 days, giving details of the product, your order number and the date of purchase. All items must be unused, with all labels and packaging included and in a resalable condition. Please see the download button at the bottom of this text. 

If you wish to exchange for a different size then please contact us by email on shop@petandcountrystore.com  or by telephone 028 2766 3513 to check stock availability.  

Is it the wrong size or unsuitable?

Return of goods is the buyer's responsibility and at the buyer's own cost.  Please ensure that the item is carefully packaged as we are not responsible for any damage which may occur in transit.

Our returns period is 30 days from date of purchase. When sending a return, the parcel is your responsibility until it reaches us. You are also responsible for the postage of the return parcel.

We strongly recommend you send it recorded post. If you are returning an item because of a mistake by Pet & Country, or for a faulty item, we will refund the cost of postage for the returned item(s).

My Item Is Faulty or Damaged!

If you return an item is faulty, or which has been damaged in transit, the item must be returned to us in its original packaging and original condition.

Genuinely faulty goods will be credited in full for the item. Returns cannot be considered after 30 days from date of purchase. 

How Long Will It Be Until I Receive A Refund?

Provided the goods are in their original condition and packaging and unused, we will issue a refund within 7 days of the item being received by us. This refund will be issued to the original method of payment. You will receive an email, notifying you of the refund.  

Please note that should an item have to be repackaged or there are signs of use or damage, we reserve the right to deduct a restocking/damage percentage from the refund amount.

I'm Local & Want To Return The Items In Store.

  • Take your package to our store, including the packing slip that was inside your parcel, as this will provide proof of purchase.
  • For security reasons, you will not be refunded at the till, but via the original method of payment via our online system.


Please contact the store on 02827663513 if you require an exchange. Please note that we only send out the exchange item once the original item has arrived back with us in store. If you need an item quicker we would advise to order that item separately and return the other item as normal.

 Download Form here