We want you — and your pets — to be completely happy with everything you order from PETNOOK. If something isn't quite right, here's how returns and refunds work. Nothing here affects your statutory rights.
1. Your 14-day right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you can cancel your order for any reason within 14 days of receiving your items. You then have a further 14 days to send the items back to us. To cancel, email support@petnook.com with your order number — no awkward questions asked.
2. Condition of returns
Please return items unused, in their original packaging and in resaleable condition. For hygiene reasons, grooming and feeding products that have been used with your pet can only be returned if they are faulty.
3. Who pays for return postage
For change-of-mind returns and cancellations under the 14-day right, you are responsible for the cost of returning the item to us. We recommend a tracked service, as items remain your responsibility until they reach us. Please send returns to our UK returns address: [UK RETURNS ADDRESS — to be added]. Please email us first so we can confirm the details.
4. Refunds
Once we receive your return (or you provide proof of postage), we'll refund you within 14 days using your original payment method. This includes the standard delivery charge you paid on the original order; we may deduct an amount if the value of the goods has been reduced by handling beyond what's needed to inspect them.
5. Faulty or incorrect items
If your item arrives damaged, faulty or isn't what you ordered, we're sorry! Under the Consumer Rights Act 2015 you're entitled to a full refund within 30 days, or a repair or replacement after that — and we'll cover the return postage. Just email support@petnook.com first (a photo helps if something's damaged) and we'll sort it out quickly.
6. How to start a return
Email support@petnook.com with your order number and a quick note. We'll reply with your return address and simple instructions.