Refund policy
Refund & Returns Policy
Last updated: 14 August 2026
We hope you love your Pet People Club order. However, if you change your mind or there is a problem with your purchase, the following policy explains your cancellation, return and refund rights.
Nothing in this policy affects your statutory rights as a consumer.
Change-of-Mind Returns
If you are a consumer purchasing online, you generally have the right to cancel your purchase within 14 days of receiving your goods, without giving a reason.
To exercise your right to cancel, you must contact us at hello@petpeopleclub.co.uk within 14 days of receiving your goods and clearly tell us that you wish to cancel your purchase.
Once you have notified us of your cancellation, you must return the relevant goods to us without undue delay and no later than 14 days after notifying us of your decision to cancel.
Please do not send an item back before contacting us and receiving return instructions.
Unless the item is faulty, damaged, incorrect or not as described, you are responsible for the direct cost of returning the item to us. We recommend using an appropriate tracked delivery service, as the item remains your responsibility until it reaches us.
Items should be returned in their original condition, with all original tags and labels attached where applicable, and with their original packaging where reasonably possible.
You may inspect and try on an item only to the extent reasonably necessary to establish its nature, characteristics and fit, in the same way that you would reasonably be permitted to do in a shop.
Please do not wear or use an item beyond what is reasonably necessary to inspect or try it on. A returned item must have no signs of wear, washing, pet hair, deodorant/makeup marks, perfume or other odours. If an item has been worn or used, marked, soiled or damaged, or if tags or labels have been removed and this has reduced the item's value, we reserve the right to reduce your refund by an amount reflecting the reduction in value, up to the full price of the item where permitted by law.
These conditions do not affect your statutory rights where an item is faulty, damaged, incorrect or not as described.
Made-to-Order Products
Some Pet People Club products are produced only after an order is placed. The fact that a product is made to order does not, by itself, remove your statutory cancellation rights.
Where a made-to-order product is produced using standard options offered on our website and has not been made to your individual specifications or personalised specifically for you, the normal cancellation rights described in this policy will apply.
Personalised and bespoke products are treated differently. Where a product has been made to your specifications or clearly personalised for you, for example, where you have requested your own name, wording, image, design or other individual customisation to be added to the product, the statutory right to cancel for a change of mind does not apply, to the extent permitted by law.
Once an order for a personalised or bespoke product has been placed, we may therefore be unable to cancel, amend, exchange or refund the product simply because you have changed your mind. Please check all names, wording, images, sizes, colours and other personalisation details carefully before submitting your order.
This exclusion applies only to change-of-mind cancellations. It does not affect your statutory rights if a personalised or bespoke product is faulty, damaged, not as described, does not match the personalisation details you provided, or if you receive the wrong item. In those circumstances, please contact us in accordance with the Faulty, Damaged or Incorrect Items section of this policy.
Faulty, Damaged or Incorrect Items
Please inspect your order when it arrives. If an item is faulty, damaged, has a manufacturing defect, is not as described, or you receive the wrong item, please contact us at hello@petpeopleclub.co.uk as soon as reasonably possible so that we can investigate and put things right.
Where an item arrives damaged, defective or incorrect, we may ask you to provide clear photographs and/or video showing the item and the issue before we can process your claim. This is particularly important for made-to-order products, as we require photographic or video evidence in order to investigate manufacturing and fulfilment errors.
When contacting us, please provide:
- your order number;
- a description of the problem; and
- clear photographs and/or video showing the product and the issue
Depending on the nature of the problem, we may ask for additional photographs or information. For example, we may ask you to photograph the product label or size tag, packaging, print placement, or measurements where these are relevant to the issue.
Please do not return a faulty, damaged or incorrect item unless we ask you to do so. In many cases, photographic evidence will allow us to resolve the issue without requiring the product to be returned.
Where goods are faulty, damaged, incorrect or not as described, we will provide the remedy to which you are entitled under applicable consumer law. Depending on the circumstances, this may include a repair, replacement, price reduction or refund.
If we require you to return an item because it is faulty, damaged, incorrect or not as described, you will not be required to pay the reasonable cost of returning it.
Our request that you contact us promptly and provide photographs or other evidence is intended to allow us to investigate and resolve the issue efficiently and does not limit your statutory rights as a consumer.
Exceptions to Change-of-Mind Cancellation Rights
Certain products may be excluded from statutory change-of-mind cancellation rights where permitted by law. These may include:
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goods made to your specifications or clearly personalised for you;
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goods which are liable to deteriorate or expire rapidly;
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sealed goods which are not suitable for return for health protection or hygiene reasons where the seal has been broken after delivery; and
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other goods excluded from cancellation rights under applicable consumer law.
These exceptions do not affect your rights where an item is faulty, damaged, incorrect or not as described.
Sale Items
Sale and discounted items are subject to the same statutory consumer rights as full-price products.
Where a sale item is eligible for change-of-mind cancellation under applicable law, the cancellation rights set out in this policy will apply.
Gift Cards
Gift cards are generally non-returnable and non-refundable except where required by law.
Your statutory rights are not affected.
Exchanges
We do not currently offer a general exchange service for change-of-mind purchases.
If you would like a different size, colour or product, you may return an eligible item in accordance with this policy and place a new order for your preferred item.
This does not affect any right you may have to a repair or replacement where a product is faulty, damaged, incorrect or not as described.
Refunds for Change-of-Mind Cancellations
If you validly cancel an eligible purchase, we will refund the price paid for the returned goods.
Where you paid a delivery charge, we will also refund the cost of our least expensive standard delivery option applicable to your order. If you chose a more expensive delivery service, such as express delivery, we are not required to refund the additional cost above our standard delivery charge.
We may withhold your refund until we have received the goods back or you provide evidence that you have returned them, whichever occurs first.
Your refund will be made without undue delay and no later than 14 days after we receive the returned goods or evidence that you have sent them back, whichever occurs first.
Refunds will normally be made using the same payment method you used for the original purchase, unless you expressly agree otherwise.
Depending on your bank or payment provider, it may take additional time for the refund to appear in your account after we have processed it.
Returning an Item
Before returning an item, please contact:
We will provide the appropriate return instructions and return address.
Do not return an item directly to the address shown on the original parcel or to a manufacturer or fulfilment provider unless we specifically instruct you to do so.
Unauthorised returns to third-party fulfilment locations may not be capable of being processed.
Contact Us
If you have any questions about a cancellation, return, faulty product or refund, please contact:
Pet People Club
Email: hello@petpeopleclub.co.uk