Petplanet UK Returns: 30 Days, Return Postage and Damaged Orders
A month for an ordinary return
Petplanet’s returns page offers a replacement or refund when an item in its original condition is returned within 30 days of receipt. For an item that is simply unsuitable rather than faulty or damaged, it says the customer is responsible for delivery and the cost of sending it back. Put an invoice copy or your name, address and order number inside the parcel to help the warehouse match it to your purchase; use the current official address rather than one saved from an old review.
Damage, shortage and a separate contact route
The returns page asks for transit damage and shortages to be notified within 48 hours. If a carrier arrived with a crushed box or part of an order missing, photograph the packaging and tell customer services via the linked form promptly. This is a company reporting instruction, not a statement that every legal remedy disappears once 48 hours have passed. For faulty or incorrectly sent goods, ask the team how it wants the parcel returned before paying ordinary unwanted-item postage.
What happens after the parcel arrives
Petplanet states that goods must be returned before it issues a replacement or refund and says refunds are issued within seven days of receiving the returned goods. The published terms also describe a separate statutory online cancellation framework. Keep the dispatch message and tracking record until both the warehouse confirmation and any card credit have been received.
A pet bed that is the wrong size and a parcel containing a damaged pet carrier should not be returned as though they were the same problem. Petplanet sets out an ordinary return route for goods in their original condition and asks customers to contact its team about faults or delivery errors.
A UK customer scenario
If a dog coat arrives in the wrong size but is unused, check the 30-day window and arrange an appropriately tracked parcel at your expense. If the coat is actually the wrong product, explain the order discrepancy to customer services first instead of treating it as a preference return.
Petplanet explains the returns route and damage reporting and publishes its direct-sale terms separately.