Thanks for shopping at PETSZO

We want you and your pets to be happy with every order. In full compliance with UK Consumer Law, this policy outlines your statutory rights regarding returns, cancellations, and defective items.

1. Statutory 14-Day Right to Return (Change of Mind)

Under the UK Consumer Contracts Regulations, you have a legal right to cancel your order and return your items for any reason within 14 days of receiving your goods.

To qualify for a change-of-mind return, items must be completely unused, unopened, in their original packaging, and in a resalable condition. The buyer is responsible for covering the return shipping costs for change-of-mind returns.

2. Damaged, Defective or Incorrect Items

Under the UK Consumer Rights Act, if your order arrives damaged, defective, or incorrect, we will make it right with a full refund, repair, or replacement.

• Please inspect your package upon delivery and contact us via email at support@petszo.co.uk or phone at +447782276061 within 30 days.
• Please provide your order number alongside clear photographic evidence of the damage or defect.
• For verified faulty items, we will cover all return postage charges or provide a pre-paid shipping label.

3. Shipping & Dispatch

We aim to dispatch all orders within 1–7 business days unless a specific delay is noted on the individual product page. Standard UK delivery timelines apply following dispatch.

If you have any questions or tracking inquiries regarding your delivery, please contact our support desk at support@petszo.co.uk.

4. Order Cancellations

You can request an immediate cancellation before your item is dispatched by calling us at +447782276061. If the order has already been processed and shipped, you can still return the order within our 14-day statutory return window once it arrives.

5. Processing Refunds

Once your return is received and inspected by our team, your refund will be processed back to your original payment method. Under UK law, refunds will be finalized within 14 days of us receiving the returned goods. Please note that banks may take an additional 3–5 business days to clear the funds onto your statement.

6. Exceptions & Non-Returnable Products

In accordance with UK legal exemptions for health protection and hygiene, we cannot accept returns for the following items once unsealed or opened:

• Opened or used pet food, treats, and prescription supplements.
• Opened pet hygiene and grooming products.
• Custom-made or personalized pet items (e.g., engraved ID tags).

7. How to Initiate a Return

To start a return, please email support@petszo.co.uk with your name, order number, and the specific item(s) you wish to return. Our team will supply you with the appropriate UK return address instructions. Do not mail packages back without prior authorization.

Petszo is a trading name of UZMA QASIM LTD (Company No. 16856550). Trading Office Address: 270 Spackmans Way Slough, SL1 2SE United Kingdom.