Thanks for shopping at PETSZO

We want you and your pets to be happy with every order. Please read this policy carefully — it explains your legal rights regarding returns, shipping timeframes, and what to do if an item is defective or incorrect.

1. Returns & Change of Mind

In accordance with UK law, you have the right to change your mind and return your order within 14 days of receiving your items. To be eligible for a return, the item must be unused, in the same condition that you received it, and in its original packaging.

To initiate a return, please email support@petszo.co.uk. Please note that customers are responsible for covering the return shipping costs for change-of-mind returns.

2. Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or incorrect, we will make it right. Under UK law, you have up to 30 days to reject a faulty item for a full refund.

• For items damaged in transit, please contact us ideally within 48 hours of delivery with photos of the item and packaging.
• Send your request to: support@petszo.co.uk
• We will cover the return shipping costs for faulty or incorrect items and will offer a full refund or a replacement.

3. Shipping & Dispatch

We aim to dispatch all orders within a week or less from the date the order is placed. Typical dispatch time is 1–7 business days unless otherwise stated on the product page.

Shipping times after dispatch depend on the shipping method you selected at checkout. If you have questions about shipping for a specific order, email us at support@petszo.co.uk with your order number.

4. Cancellations

You may cancel your order at any time before it is dispatched by contacting support@petszo.co.uk. If the order has already been dispatched, you can still return the items under our 14-day change-of-mind policy once they arrive.

5. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be processed within 14 days of us receiving the returned goods. The credit will automatically be applied to your original method of payment.

6. Non-returnable / Final Sale Products

For hygiene, health, and safety reasons, the following items are exempt from being returned (unless faulty): opened or unsealed pet food/treats, used grooming products, personalized items, and gift cards.

7. How to Contact Us

For any questions about orders, returns, or damaged items, email our support team: support@petszo.co.uk. Please include your order number and photos when reporting damaged goods.

PETSZO reserves the right to update this policy. Please check the “Last updated” date at the top of this page for changes.