Refund & Return Policy
Last updated: 16 August 2026
We want you and your pets to be happy with every order. This policy explains your legal rights on returns and refunds, and what to do if an item arrives damaged, faulty or incorrect. Nothing here affects your statutory rights.
1. Changing your mind
Under the Consumer Contracts Regulations, you have 14 days from the day you receive your order to tell us you'd like to cancel, and a further 14 days from notifying us to send the items back.
To be eligible, items must be unused, in the same condition you received them, and in their original packaging.
To start a return, email support@petszo.co.uk with your order number. Return postage for change-of-mind returns is at your cost.
2. Damaged, faulty or incorrect items
If your order arrives damaged, faulty or isn't what you ordered, we'll put it right. Under the Consumer Rights Act you have 30 days to reject a faulty item for a full refund.
- For damage in transit, contact us ideally within 48 hours of delivery, with photos of both the item and the packaging.
- Email support@petszo.co.uk with your order number.
- We cover return postage on faulty or incorrect items, and will offer a full refund or a replacement — your choice.
3. Items that can't be returned
For hygiene, health and safety reasons, the following are exempt from change-of-mind returns unless they are faulty:
- Opened or unsealed pet food and treats
- Used grooming products
- Personalised items
- Gift cards
This exemption does not affect your rights if an item is faulty or not as described.
4. Cancelling an order
You can cancel at any time before dispatch by emailing support@petszo.co.uk with your order number. If your order has already been dispatched, you can return it under the change-of-mind period above once it arrives.
5. Refunds
Once we've received and inspected your return, we'll let you know whether it's approved. Approved refunds are processed within 14 days of us receiving the goods, back to your original payment method.
How quickly the money appears in your account after that depends on your bank or card issuer.
6. Dispatch and delivery
We aim to dispatch orders within 1–7 business days. Delivery is free on UK orders over £59.99. Full details are in our Shipping Policy.
7. Contact us
Phone: +44 7782 276061
Email: support@petszo.co.uk
Please include your order number, and photos if you're reporting damaged goods.
Petszo is a trading name of UZMA QASIM LTD (company number 16856550), 270 Spackmans Way, Slough, SL1 2SE. We reserve the right to update this policy; the date at the top of this page reflects the most recent revision.
See also: Shipping Policy · FAQ