Return and refund policy

Effective Date: 13 June 2026

Welcome to Mary Puppins Pet Pantry. This Return & Refund Policy outlines the conditions under which returns and refunds may be accepted.

By placing an order with us, you agree to the terms described below.

1. Return Eligibility

We offer a 30-day return window from the date of delivery.

To be eligible for a return:

  • The item must be unused and in its original condition
  • The item must be returned in its original packaging
  • Proof of purchase is required

Returns that do not meet these conditions may not be accepted.

2. Return Window

  • Customers have 30 days from the delivery date to request a return
  • Return requests submitted after this period may not be accepted

3. Return Shipping Responsibility

Customers are responsible for:

  • Return shipping costs
  • Arranging their own return shipping method
  • Providing a valid tracking number where available

Shipping costs are non-refundable.

4. Restocking Fee

We do not charge a restocking fee.

However, customers remain responsible for return shipping costs.

5. How to Initiate a Return

To request a return:

Our team will review your request and provide further instructions.

Please do not return items without prior approval.

6. Refund Process

Once your returned item is received and inspected:

  • Approved refunds will be processed within 10 business days
  • Refunds will be issued to the original payment method

You will be notified once your refund has been processed.

7. Refund Conditions

Refunds are issued only if:

  • The returned item meets the return eligibility requirements
  • The item is received in acceptable condition

Partial or no refunds may apply if:

  • Items show signs of use
  • Items are returned without original packaging
  • Returns do not comply with this policy

8. Non-Refundable Situations

Refunds may not be provided for:

  • Used pet carriers
  • Pet carriers showing signs of wear, stains, odors, pet hair, damage, or misuse
  • Used collars or harnesses
  • Collars or harnesses returned damaged, altered, or not in their original condition
  • Used pet toys
  • Pet toys showing signs of chewing, damage, excessive wear, or missing parts
  • Used pet accessories
  • Pet accessories returned damaged, incomplete, altered, or not in their original condition
  • Clearance or final sale items
  • Items returned outside the applicable return period
  • Products damaged after delivery due to misuse, neglect, or improper handling

Unused items that meet all eligibility requirements may qualify for return under this policy.

9. Damaged or Incorrect Items

If you receive a damaged or incorrect item:

  • Contact us as soon as possible after delivery
  • Provide clear photographs of the item and packaging

We will review the issue and provide further assistance.

10. Order Cancellations

Orders may only be cancelled before processing begins.

Once an order has been processed, cancellation may no longer be possible.

11. Exchanges

We do not offer direct exchanges.

If you would like a different item:

  • Return the original item in accordance with this policy
  • Place a new order separately

12. Late or Missing Refunds

If you have not received your refund:

  • Check your bank account again
  • Contact your card provider or bank
  • Processing times may vary depending on your payment provider

If the issue continues, contact us for assistance.

13. Contact Information

Store Name: Mary Puppins Pet Pantry

Business Address:
20 High St, Emsworth PO10 7AW
United Kingdom

Email: support@marypuppinspetpantry.uk

Phone: +44 1243 681189

Customer Service Hours: Monday–Friday, 9:00 AM–5:00 PM (GMT)

Order Cut-Off Time: 5:00 PM (GMT)

Important Notice

  • Customers are responsible for return shipping costs
  • Keep proof of shipment for your records
  • Ensure returned items are securely packaged
  • Products must be returned in accordance with this policy
  • Refund eligibility is subject to inspection of returned items
  • This policy does not affect any rights available under applicable consumer protection laws