We want you — and your pets — to be happy with your Pets Purest order. If something isn’t quite right, please get in touch with us first and we’ll do our best to sort things quickly and fairly.

Start a Return

Before sending anything back, please contact us so we can guide you through the next steps and share the correct return instructions.

You can reach our team at support@petspurest.com.

When you contact us, please include your order number, the product or products you’re getting in touch about, and a short note explaining the reason for your return. If your item has arrived damaged, faulty or incorrect, photos are always very helpful.

Return Window

You can request a return within 30 days of delivery.

If your return is approved, we’ll ask that your item is sent back within 14 days of our confirmation.

Return Eligibility

To be eligible for a return or refund, your item must be unused, unopened and sealed where applicable, in the same condition you received it, and in its original packaging. Please make sure your order number is clearly included with your return.

If an item is returned opened, used, partially consumed or not in a resalable condition, we may not be able to issue a refund, or we may need to adjust the refund to reflect its condition.

If Something Arrives Damaged or Incorrect

Please check your order when it arrives. If anything is damaged, faulty or incorrect, contact us as soon as possible, ideally within 48 hours of delivery.

Please include your order number and clear photos so we can look into it and make things right.

Return Costs & Shipping

Our return handling cost is £2.99. This applies to most returns, although we may waive it in some cases at our discretion.

If your return is approved, we’ll share access to our Returns Portal, where you can choose your preferred return method and follow the steps to send your item back.

Original shipping costs are non-refundable, and returns must be sent using the instructions provided through the Returns Portal.

Refunds

Once your return has been received and inspected, we’ll email you to confirm it has arrived and let you know whether your refund has been approved.

If approved, your refund will be issued back to your original payment method. Please allow a little time for your bank or card provider to process and display the refund.

Treats & Supplements

To keep everything safe and hygienic, we can only accept returns on treats and supplements that are unopened and sealed.

We know pets can be fussy. If a flavour isn’t quite right for them, we’re not able to refund opened items, but we’re always happy to help you find a better fit next time.

Fair Use

We always aim to be reasonable and helpful. In rare cases where we notice unusual return activity, or items are returned in a condition that does not meet our return requirements, we may need to refuse a return to keep things fair for everyone.

Need Help?

If you have any questions, our team will be happy to help.

Please contact us at support@petspurest.com.