Refund policy

Returns Policy

At Northumbria Pets, we want you to be completely satisfied with your purchase. If for any reason you need to return an item, please read our Returns Policy below.

Returning an Item

If you wish to return an item, it must meet the following conditions:

  • Returned within 14 days of receiving your order.
  • In an unused and resalable condition.
  • Returned in the manufacturer's original packaging, where applicable.
  • Complete with any accessories, instructions or tags supplied with the product.

We reserve the right to refuse a refund if the returned item does not meet these conditions.

Before Returning Your Item

Please contact our team before sending any item back to us.

This allows us to provide return instructions and helps ensure your return is processed as quickly as possible.

Returns sent without prior contact may take longer to process.

You can contact us through our Contact Us page or by calling one of our stores.

Non-Returnable Items

For hygiene, health and safety reasons, certain products cannot be returned unless they are faulty.

These include (but are not limited to):

  • Opened pet food
  • Opened treats or chews
  • Frozen or chilled food
  • Health and veterinary products
  • Medicines and supplements
  • Personalised or made-to-order products (where applicable)

If you are unsure whether your item can be returned, please contact us before purchasing.

Faulty or Damaged Goods

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible.

Where possible, please provide:

  • Your order number
  • A description of the issue
  • Photographs showing the damage or fault

We'll work with you to resolve the issue quickly by offering a replacement, repair or refund where appropriate.

This does not affect your statutory consumer rights.

Refunds

Once your returned item has been received and inspected, we'll notify you of the outcome.

If your return is approved, your refund will be processed using your original payment method.

Please allow several working days for the funds to appear in your account. Processing times vary between banks and card providers and are outside of our control.

Exchanges

If you've ordered the wrong size or would prefer an alternative product, we're happy to exchange eligible items.

To qualify for an exchange:

  • The item must be returned within 14 days.
  • It must be unused and in a resalable condition.
  • It must be returned in its original packaging where applicable.

Customers are responsible for:

  • The cost of returning the original item.
  • The postage cost of sending the replacement item.
  • Any price difference if exchanging for a more expensive product.

If the replacement item costs less than the original purchase, any applicable refund will be issued after any postage charges have been deducted.

Return Postage

Unless an item is faulty, damaged or supplied incorrectly, the cost of returning goods is the responsibility of the customer.

Original delivery charges are non-refundable unless the return is due to our error or the goods are faulty.

We recommend using a tracked delivery service when returning items, as we cannot accept responsibility for returns lost in transit.

Refused Returns

We may refuse a refund or exchange if:

  • The item has been used.
  • The item is returned outside the returns period.
  • The item has been damaged after delivery.
  • The item is returned without its original packaging where this affects its resale value.
  • The item falls within our list of non-returnable products.

Your Consumer Rights

Nothing in this Returns Policy affects your statutory rights under UK consumer law.

Need Help?

If you have any questions about returning an item, please contact our team.

Northumbria Pets (Town Centre)
Telephone: 01665 603116

Alnwick Pet Warehouse
Telephone: 01665 613167

Or simply get in touch using our Contact Us page.